Customer Success Manager

Job Title: Customer Success Manager

Location: Remote, California

Company: ProSolve – Learning. Experienced.

Where we: Explore, Play, Connect, Lead, Create

Salary Range: $80,000 – $90,000

About the Company: At ProSolve, our mission is to ensure all K-12 students have the skills/abilities needed to prepare for the future workforce. We do this by providing experiential learning that is highly engaging and relevant to the world today. Our vision is to create a generation of career-ready problem solvers by leading education’s transition from a knowledge-based to an experiential-based system.

Job Summary: We seek a results-driven and detail-oriented individual to join our team as a Customer Success Manager in our K-12 supplemental curriculum company.

As a Customer Success Manager, your primary responsibility will be to develop strong relationships with our school and district customers, ensuring their success in implementing and utilizing our products effectively. You will provide a consultative approach to implementation services, going above and beyond to deliver the highest levels of customer care. You will work closely with our customers, providing strategic guidance, monitoring data, and leveraging insights to drive their success. Your role will involve developing implementation strategies, monitoring progress, and proactively addressing any challenges or roadblocks. This is an opportunity to make a lasting impact on our customers’ success and contribute to long-term financial relationships with our clients.

Responsibilities:

Customer Relationship Management:

• Build strong relationships with key stakeholders in schools and districts, listening to their needs, goals, and desired outcomes.
• Collaborate with customers to identify their specific needs, goals, and desired outcomes.
• Empathize with customers’ mental and emotional states, being responsive and understanding throughout their journey.
• Maintain proactive and responsive communication with customers, ensuring their questions and concerns are addressed in a timely and satisfactory manner.
• Conduct regular check-ins and meetings with customers to assess their satisfaction, address concerns, and identify opportunities for further support.

Implementation Strategy:

• Collaborate with customers to develop customized implementation plans based on their unique needs, goals, and desired outcomes.
• Manage the customer journey, ensuring the accurate and timely delivery of materials, licenses and training, and supporting the customer through key milestones throughout their implementation.
• Provide expert guidance on curriculum integration, instructional best practices, and pedagogical strategies to maximize the effectiveness of our curriculum.

Data Analysis and Reporting:

• Monitor data and key performance indicators to assess the progress and success of product implementation in programs, schools, and districts.
• Analyze data and provide actionable insights to customers, helping them identify areas for improvement to achieve their goals.
• Provide ongoing updates and account status to cross-functional teams.

Problem-Solving and Support:

• Proactively identify and address any implementation challenges or roadblocks, working collaboratively with cross-functional teams to find solutions.
• Work closely with cross-functional teams to build tools, assets, and processes that support customers in reaching their goals.
• Coordinate efforts across ProSolve to ensure a seamless customer experience with our products and services.

Organization and Attention to Detail:

• Maintain organized documentation of customer interactions, implementation plans, and progress updates.
• Pay meticulous attention to detail to ensure accuracy and completeness in all customer-related communications and deliverables.

Requirements:

• Reside in California
• Bachelor’s degree in education, business, or a related field.
• Proven experience in a customer success role, preferably in the education or ed-tech industry.
• Strong understanding of K-12 education practices, curriculum implementation, and educational technology.
• Excellent communication and interpersonal skills, with the ability to engage with customers proactively and responsively and provide exceptional customer care.
• Empathy and the ability to understand and address the mental and emotional states of buyers, implementers, and users.
• Analytical mindset, with the ability to monitor and analyze data to drive strategic decision-making and improve implementation outcomes.
• Ability to collaborate and coordinate efforts across cross-functional teams to ensure a successful customer experience.
• Strong problem-solving abilities, with a proactive and resourceful approach to addressing challenges.
• Organized with exceptional attention to detail to ensure accurate and comprehensive documentation.
• Passion for education and a drive to make a positive impact on student learning outcomes.

Join our team as a Customer Success Manager and play a crucial role in building strong customer relationships, exceeding expectations, and contributing to our long-term financial success. This is an exciting opportunity to make a difference in the field of education and support our customers in achieving their goals and desired outcomes.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for growth and advancement within the company
• A dynamic, fast-paced work environment with a focus on innovation and collaboration
• Health, Dental, and Vision Insurance, 401K, and unlimited PTO

ProSolve