Customer Success Manager

Essential Duties and Responsibilities 

Customer Service and Retention 



* Serve as the first and primary point of contact to manage and nurture a portfolio of K-12 accounts to maximize satisfaction, retention, and growth 



* Train and onboard new K-12 customers through the implementation process, ensuring a seamless post-sale transition 



* Provide ongoing professional development to existing customers on new features and when they assign new contacts or expand usage of their program 



* Organize and facilitate regular customer meetings to ensure a thorough understanding of the needs of each customer's online learning program; drive high levels of satisfaction through consultative recommendations 



* Understand and proactively communicate student outcomes and recommend mitigation strategies to effectively address areas of concern 



* Review account and usage data on a regular basis and ensure corresponding, tailored outreach to each customer 



* Consistently engage with customers and uncover the "Whys?" behind their feedback to identify root causes and opportunities 



* Communicate all product enhancements, technological updates, and other pertinent information to customers in a timely and professional manner 



* Regularly monitor customer attrition risks; outline and document proactive solutions to minimize and mitigate flight risks within your assigned portfolio 



* Manage difficult customer feedback with high levels of tact and diplomacy 



* Build relationships by providing consistent value and fostering customer loyalty 



* Maintain a clear understanding of customer contracts, including pricing, renewal details, and SLAs, through the company's CRM platform 



* Demonstrate a clear understanding of all course offerings and technical requirements of the program 



* Resolve customer issues promptly and ensure a positive customer experience 



* Collect, evaluate, and act on customer data to inform relationship-building and enhancements 



* Demonstrate the product to existing and prospective customers, as needed 



* Travel to visit customers or attend conferences and trade shows, as needed 



* Speak and present at trade shows and conferences, as needed 

 

Customer Growth and Expansion 



* Proactively identify customer needs and promote tailored solutions 



* Educate customers on solution value through data-informed relationship building and communication 



* Consult with customers on K-12 online learning best practices and Harris Digital Learning's solutions 



* Encourage customers to expand their licensed products and services 



* Develop relationships with key stakeholders and maintain a focus on business development from customer onboarding through renewal, in joint communication with assigned Sales personnel 



* Participate in customer expansion projects, ...