Job Description
Job Title: Associate Customer Success Manager for K12 Edtech Company(Seasonal)
Location: Remote
Dates: Must be fully available 6/3 - 10/4
Day in the Life:
The Associate Success Manager works in close collaboration with the Sales and Partner Accounts teams to ensure timely and successful platform onboarding, product activation, and implementation of our client's customers (partners) in schools and districts across the United States and international markets. The Associate Customer Success Manager proactively monitors onboarding milestones and connects our client's users with the services and support needed during the customer journey, maximizing the value they receive from our client.
High Level Summary and Realistic Preview of Job:
- Connect K12 customer's (K12 school district teachers and administrators) to the support and services they need to be successful during their onboarding, product activation and implementation journey with our client’s products and platforms.
- Proactively analyze data to monitor the health of partnerships and intervene as necessary.
- Deliver standard product navigation overviews and provide best practices guidance for maximizing value in products and services, including setup and system requirements.
- Ensure the successful onboarding and implementation of new products, including accurate system configuration, user access and engagement with services and support, and successful completion of Getting Started activities.
- Take ownership of customer/partner problems and challenges, driving towards solutions as an advocate for customer/partner needs in product and service decisions.
- Apply case management best practices to manage your caseload, using a combination of human-led and digital customer/partner engagement.
- Document work using internal tools such as Salesforce, Gainsight, Jira, Confluence and others.
- Perform other duties as assigned to ensure the success of the team and partners.
What you’ll need to be successful (Required to perform this role):
- Ability to communicate clearly and accurately with external partners and internal co-workers
- Good customer service and listening skills
- Use data to identify and resolve problems
- Presentation and product demonstration skills, with up-to-date knowledge of platforms and products.
- Must be able to keep and promote a team mindset while working with a high level of autonomy
- Knowledge and proficiency with common operating systems and computing devices. Ability to understand basic terms and concepts pertaining to networks and interoperability, especially as they relate to the K-12 education environment.
- Comfortable with ambiguity and ability to be flexible and adjust easily to shifting priorities
- Exceptional reliability and decision-making
- Must be able to perform the physical and intellectual requirements of the role, with or without accommodation
Nice to have (Preferred, but not necessary):
- Bachelor’s degree preferred; or an equivalent combination of education and experience will be considered in lieu of a degree
- Experience in a customer success, project management or account management role desired
- Knowledge of K12 edtechc products and services
- Knowledge and/or experience working in K-12 education desired
How We Work (Competencies):
- Communicate effectively: develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences
- Collaborate: build partnerships and work collaboratively with others to meet shared objectives
- Customer focus: build strong customer relationships and deliver customer-centric solutions
- Instill trust: gain the confidence and trust of others through honesty, integrity, and authenticity
Physical Requirements
- Must be able to collaborate with customers and colleagues via conference calls and online meetings
- Will be in a stationary position for a considerable time (sitting and/or standing).
Job Type: Temporary
Pay: $32.50 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
- Work from home
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work Location: Remote