Associate Customer Success Manager

Savvas Learning Company

1d

About The Position

Our Customer Success Organization is passionate about driving relationships with our most strategic, school district partners to achieve maximum value from their Savvas solutions. The Associate Customer Success Manager (ACSM) serves in a critical role for the Savvas customer. The ACSM applies practical knowledge of the role, obtained through education and work experience. The ACSM acts as the organizational support resource across the post-sale customer implementation journey. Through their partnering with Sales, Marketing, Operations, and the SAVVAS Services and Support teams the ACSM ensures we deliver a positive customer experience throughout the implementation. The primary objective of an effective ACSM utilizes proactive communication to ensure the customer remains focused on product implementation. The ACSM accomplishes this by removing obstacles and distractions and increasing engagement with digital product, print product, professional learning, etc. The Customer Success team supports Savvas’s most strategic customers and the ACSM will primarily support customers in a given market, selected by the Director of Customer Success.
Scope and Impact
Works independently with general supervision.
Embraces difficult but not complex situations, to ensure internal and external customer satisfaction.
May influence others within the job area through explanation of facts, policies and practices.
Execute engagement strategy with customers to deepen usage and implementation fidelity through the use of pre-built resources and tools.
Utilize data and innovative tools for monitoring customer activities, communicating effectively, and drive expected outcomes.
Act as a strong customer advocate across all areas of the business — product, development, marketing, sales, and services.
Develop and maintain strong working relationships with Technical Support, Customer Service, Product Managers, and Services personnel.
Monitor customer account activity to ensure assigned accounts have positive customer experiences and achieve desired outcomes with SAVVAS products and services.

Requirements

• Bachelor’s degree or PMP certification preferred.
• 3+ years of related industry experience; Sales, technical support, customer service experience, military service, school district experience, or related educational experience.
• Excellent written and verbal communication skills.
• An ability to diagnose common customer needs and issues and seek support for an efficient solution.
• Locate and provide clear instructions for complex processes or systems to ensure understanding by non-technical users.
• A high level of organization, be self-directed, and process-orientated with the ability to monitor the status of multiple projects simultaneously.
• An attitude of adaptability in an evolving climate.
• Proficient Microsoft Office, Google Suite, and PC/Mac experience.
• Aptitude for collaborating with colleagues via face to face, conference calls, and online meetings.
• Ability to handle a high volume of work in a short period of time, handle multiple priorities simultaneously and operate in a demanding work environment is important.
• Reliable attendance and punctuality is critical to successful performance in this role.
• Ability to lift 25 lbs.
• Must be able to travel 10% of the time, as there is an occasional need for internal or customer-facing travel.

Responsibilities

• Execute engagement strategy with customers to deepen usage and implementation fidelity through the use of pre-built resources and tools.
• Utilize data and innovative tools for monitoring customer activities, communicating effectively, and drive expected outcomes.
• Act as a strong customer advocate across all areas of the business — product, development, marketing, sales, and services.
• Develop and maintain strong working relationships with Technical Support, Customer Service, Product Managers, and Services personnel.
• Monitor customer account activity to ensure assigned accounts have positive customer experiences and achieve desired outcomes with SAVVAS products and services.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees