Customer Success Manager, Principal

EVERFI

84d • $90,000

About The Position

The Customer Success Manager, Principal is a senior member on the team responsible for bringing Everfi's best ideas, innovations, and capabilities to customers and driving greater business value through the four pillars of Customer Success: Adoption, Customer Success, Renewals and Business Support. This individual will manage a portfolio of Strategic customers that include some of our largest and more complex accounts.

Requirements

• Bachelor's degree from an accredited college or university.
• Minimum of 9 years relevant nonprofit or customer success experience.
• In depth understanding of Everfi products and solutions.
• Excellent written and oral communication skills.
• Superior presentation skills and credibility with C-level executives.
• Ability to travel on occasion to support customer needs.

Responsibilities

• Onboard new customers, advise services team behind the scenes on best practices re customer-specific details & requirements, ensuring that the customer understands how to contact and leverage support and training.
• Repeat onboarding with any upgrade/new release with a major version change, or within 30 days of employee turnover within the account.
• Review new release details (features, functions and bug fixes) with customers during success calls.
• Deliver industry expertise and communicate to customers about best practices and trends.
• Advocate for customer into internal teams (i.e. Product Management, Product, Finance).
• Measure and analyze CSAT of customer base by product, assessing whether or not action is needed to address.
• Serve as point of escalation for customers.
• Develop and manage save plans in partnership with account team during RFP or at risk customer.
• Work with the Renewals Specialist to ensure a seamless renewal process for the customer, on time and with appropriate increase in fees to maintain at minimum the current revenue levels for the account.
• Create & Maintain (green/yellow/red) Health index for customers (likelihood to renew), based on data related to behavior (number and frequency of support cases, CSM interactions, on-time payments, product issues, training attendance, usage levels).
• Create, store and maintain all customer success documentation in a centralized repository of record, accessible in role-based views to other functional area associates: sales, support, PS and executives.
• Lead and manage customer engagement programs for Everfi clients, including in-person and virtual event strategy, student scholarship contests, teacher engagement contests, social media campaigns, and other promotions.
• Project manage the development of creative assets including collateral, videos, social media campaigns, case studies and other marketing materials in collaboration with Creative Services and external vendors.
• Define requirements and success metrics for customer launch events, including logistics, design, signage and attendee management, social media strategy, and drafting of press materials.
• Fosters open communication & candid discussion at all levels of the organization, even on highly sensitive topics.
• Acts as a calming and settling influence in crisis situations and is looked to by others for directions and guidance.
• Takes timely, strategic actions in designing and leading groups and organizations to facilitate their working together effectively.
• Develops outstanding strategic ongoing customer relationships gaining trust and respect for company.
• Handles professionally even the most difficult or sensitive situations with external parties, turning negative or adversarial situations into positive results for Everfi.
• Other job-related duties as assigned.

Benefits

• The base salary for this role is expected to start at $90,000. Everfi may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees