CSM - Georgia

Youscience•American Fork, UT

1d•Remote

About The Position

As the dedicated YouScience Customer Success Manager for our state contract with Georgia, you will support our GA clients throughout their customer journey by delivering value and focusing on customer adoption. You will represent the voice of the customer and work closely with Sales, Support, Product, L&D, and Marketing to ensure your clients’ needs are met. You will advise clients on how to get the most value from our products according to their unique requirements and identify unmet needs that present opportunities for additional resources and engagement. This position reports to the Vice President of Customer Success. This position is remote. Time zone preference is EST or CST because this position will be working EST hours. Some travel to Georgia for conferences and on-site training is required (<15%).

Requirements

5+ years in a customer facing role (or equivalent)
Outstanding communication, presentation, and problem-solving skills (live and online)
Experience working in a CRM
Prefer working as part of an integrated, cooperative team
Proven record of juggling multiple responsibilities
Incorporated technology as a routine, integral part of your life
Thrive in a dynamic, fast-paced environment
Highly organized with strong attention to detail
Self-directed, able to work independently

Nice To Haves

Bachelor’s degree
2+ years working in education or education services
Experience with educators or in EdTech a plus
Salesforce knowledge

Responsibilities

Own the customer relationship in GA and understand the state contract in detail. Get to know the customer situation and challenges inside and out. Ensure Georgia educators, admins, counselors, CTE directors, and students are getting value from the YouScience platform and that they are delighted with our service.
Stay present and up-to-date on contract changes and communication with GADOE team
Understanding of the technical aspects of our data integrations with GADOE and comfortability speaking to them with customers
Collaborate weekly with YS and GADOE product teams to ensure technical challenges are overcome and goals are met.
Solve customer issues in coordination with other YouScience teams (Support and Product), taking ownership of the issue until the situation is resolved.
Demonstrate mastery of our product suite and understanding of the education environment in guiding clients to get the maximum benefit from using our product suite.
Based on state needs, conduct webinars and dedicated virtual trainings to cover all aspects of YouScience delivery and district/school launch.
Advise customers on planning their YouScience implementation and how to use their YouScience data, integrating it into their school year in a manner that ensures they achieve their specific goal(s).
Conduct customer check-in calls and large district QBRs for high level customers to review usage, goals, and strategy.
Strategize frequently with GA state leadership to develop and refine new initiatives across the state to increase adoption and engagement. Can include but are not limited to: specialized resources, customized training opportunities, monthly or quarterly sessions with district leaders, improved internal processes for tracking utilization and adoption, etc.
Use data and processes across different internal tools to monitor client progress throughout the year, delivering timely guidance and intervention at the district and school level to ensure successful outcomes. Document interventions and outreach in CRM.
Identify opportunities to expand customer usage of YouScience products and services by paying attention to unmet needs.
Deliver on key company metrics, including but not limited to utilization, adoption, and NPS.