Customer Success Manager - IC2 (CUSSUC - Customer Success)

PowerSchool • Folsom, CA

301d

About The Position

At PowerSchool, we are a dedicated team of innovators guided by our shared purpose of powering personalized education for students around the world. From the central office to the classroom to the home, PowerSchool supports the entire educational ecosystem as the global leader of cloud-based software for K-12 education. Our employees make it all possible, and a career with us means you're joining a successful team committed to engaging, empowering, and improving the K-12 education experience everywhere. Our Customer Experience (CX) team is on the frontline of engagement with our valued customers. The team is responsible for customer satisfaction, retention, and innovation to ensure a more personalized approach to our users' needs.

Requirements

• 5 years prior experience in a Customer Success, Account Management, or technical support role
• Exceptional communication and presentation skills
• Attention to detail and a strong bias for action
• Strategic thinking with the ability to align solutions to customer goals
• Proficient in Microsoft Office suite
• Mastery level of delivering difficult messages when necessary

Nice To Haves

• Salesforce experience preferred
• Understanding of K-12 education systems and technology preferred
• Software-as-a-service (SaaS) experience preferred

Responsibilities

• Cultivate and nurture strong relationships with customers, serving as the trusted advisor in their journey with PowerSchool
• Collaborate with customers to maximize the adoption and utilization of PowerSchool products, ensuring they derive maximum value from our solutions
• Develop and implement tailored Success Plans for strategic customers, aligning their goals with PowerSchool's solutions to drive mutual success
• Conduct regular Executive Business Reviews (EBRs) to review overall relationship health, address challenges, and identify opportunities for enhancement
• Work closely with internal teams, including Sales, Support, Professional Services, and Product to ensure value delivery for customers
• Proactively lead discussions with internal stakeholders to mitigate risk and improve the overall health of the customer relationship
• Act as a customer advocate within PowerSchool, providing insights and feedback to contribute to the continuous improvement of our products and services
• Strategize on renewals working closely with the rest of the Account Team
• Effectively forecast customer health and risk of attrition
• Collaborate with sales teams to ensure growth attainment and increased footprint

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services