Customer Success Manager
2 days ago
We are seeking a highly skilled Customer Success Manager to join our team at Education Perfect. In this role, you will be responsible for driving product adoption and usage among our purchasing schools, managing relationships, and ensuring our clients maximize the value of their subscriptions.
Key Responsibilities- Drive Product Adoption and Usage: Develop and implement strategies to increase product adoption and usage across a portfolio of purchasing schools.
- Manage School Relationships: Actively manage school relationships to maximize the lifetime value of assigned accounts, ensuring client success and revenue growth.
- Renewal Management: Renewal management of owned accounts, including identifying risks, invoice and subscription management.
- Upsell Opportunities: Identify upsell opportunities and work closely with our Sales Operations team to capitalize on these opportunities.
- Invoice and Subscription Management: Manage invoices and subscriptions, ensuring unpaid invoices are addressed in a timely manner.
- Client Engagement: Regularly connect with teachers and key decision-makers, developing positive relationships and providing proactive support and care to schools, key contacts, and heads of departments.
- Data Management: Maintain accurate records in our CRM system, ensuring up-to-date contact details and data hygiene for portfolio schools.
- Class Enrollment: Ensure all classes are successfully enrolled in a timely manner.
- Team Collaboration: Attend meetings and collaborate with various teams to stay informed on product developments and support Education Perfect platform expansion.
- Health Metrics: Use health metrics to identify at-risk schools and formulate intervention plans, including executive tasks relevant to churn mitigation and follow 'At Risk' mitigation steps.
- Competitive Landscape: Understand the competitive landscape and communicate local requirements to Product & Content Teams.
- Networking Opportunities: Develop and participate in networking opportunities to promote Education Perfect.
- Proven Experience: Proven experience in customer success or account management, preferably in the education technology sector.
- Relationship Management: Strong ability to manage relationships and drive customer satisfaction.
- Communication Skills: Excellent communication skills, both written and verbal.
- Subscription Management: Experience in managing subscriptions and invoices.
- Risk Management: Ability to identify and mitigate client risks.
- Organizational Skills: Strong organizational skills and attention to detail.
- Team Collaboration: Ability to work collaboratively with cross-functional teams.
- CRM Experience: Experience with CRM systems and data hygiene.
- Results-Driven: Proactive and results-driven with a focus on achieving targets.
- Education Sector Knowledge: Knowledge of the education sector and competitive landscape (desirable).
- Relationship Development: Ability to develop and maintain positive relationships with key personnel.
- Networking: Willingness to participate in networking events and conferences.
- Flexible Working Arrangements: As our team is based globally, we offer both remote and flexible working arrangements.
- Communication Allowance: For our remote workers, a communication allowance towards your monthly internet or phone charges and $1000 towards setting up your home office.
- Additional Leave: Three extra days of annual leave during our end of year shut down period, parental leave top ups, and a community service day.
- Wellness Allowance: Wellness allowance to use on anything to support your mental and physical wellness.
- EAP: EAP with unlimited sessions.
- Employee Equity Bonus Plan: Employee Equity Bonus Plan.
- Employee Referral Program: Employee referral program - $2000 when you refer a new team member.
- Ongoing Professional Development: Ongoing professional development, including opportunities to develop your career into other areas of our business and access to EP's Learning Hub.
- Employee Support Groups: EP support groups - Mana Wahine, DEI, Environmental Impact, and Wellness Committees.
- Global Business: The opportunity to work within a growing global business with Diversity Works accreditation, Carbon Net Zero BCorp status, Digital Promise certification, and an unwavering commitment to our mission, people, and community.
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