Associate Customer Success Manager

Euna Solutions

5d • Remote

About The Position

The Associate Customer Success Manager has a strategic and supportive role within the Customer Success team at Euna Solutions. This role will sit on our Euna Special Education software team. As an Associate Customer Success Manager, you will be responsible for ensuring that our Euna Special Education customers in the education sector are successful in achieving their desired outcomes and realizing the full value of our product. By working closely with customers to understand their business needs, you will develop and implement strategies to help them achieve their goals, and build strong, long-lasting relationships with key stakeholders. You will also collaborate with cross-functional teams to ensure that your profile of customers receive the best possible service and support across all touchpoints in their partnership with Euna Solutions.

Requirements

• Bachelor’s degree in business, communications, computer science, or related field (or Associate’s degree and/or equivalent experience)
• 1 + year(s) of experience in customer success, customer service, customer support, or a related field
• Proven track record of developing and implementing successful customer experience strategies
• Some experience in project management, including the ability to manage multiple projects simultaneously
• Proficient in, Microsoft Office, and other relevant software applications, any experience with Educational Software (like SpedTrack) is a plus

Responsibilities

• The role of the Associate CSM will primarily serve the Scaled, Emerging, and Mid-Market customer segments
• Develop a deep understanding of our Euna Special Education SaaS product and its use cases in the education sector
• Communicate confidently with executives, project managers, business analysts, end users, and key stakeholders leading regular customer meetings
• Build strong relationships with key stakeholders, identifying individual and organizational goals to deliver value at any communication touchpoint
• Design and execute customer success plans to help customers achieve their desired outcomes and maximize the value they receive from our product
• Conduct regular customer check-ins to monitor progress, identify issues, and address concerns
• Collaborate with other Customer Success Managers and cross-functional teams, including sales, marketing, and product development, to ensure customers receive exceptional service
• Analyze customer data and usage patterns to identify opportunities to upsell, cross-sell, or expand the scope of our product offering and communicate those findings to Account Management
• Monitor customer health indicators and respond to potential risk factors for customer retention
• Request, track, and respond to surveys, including NPS, CSAT, and implementation surveys
• Attending and assisting with webinars and events, connecting with customers, and expanding our customer community

Benefits

• Competitive wages
• Wellness days
• Community Engagement Committee
• Flexible workday
• Benefits
• Culture committee

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees