Customer Success Manager

Carnegie Learning • , AL

9d • $75,000 - $85,000 • Remote

About The Position

The Customer Success Manager (CSM) will work closely with customers to ensure a successful user experience for all stakeholders: administrators, teachers, students, and other community members. Through consistent communication and interactions, the CSM will identify customer needs, guide the development of customer implementation goals, and facilitate regular check-ins to gauge progress and needs. The CSM will provide customer feedback to and work closely with other Carnegie Learning departments to promote and inform the development and delivery of customer-centered products and services.

Requirements

• Bachelors degree in Education or related field
• Five (5) or more years of experience as an Education Administrator, Customer Success Manager, or similar role
• Currently residing within one of these states within the territory: Alabama, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Kentucky, Maine, Maryland, Massachusetts, Michigan, Mississippi, New Hampshire, New Jersey, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Vermont, Virginia, West Virginia, Wisconsin
• Understanding of K-12 district and school technology, including LMS, SIS, and use of digital curricular applications
• Exceptional ability to efficiently build and maintain trusting relationships with customers
• High attention to detail, solution-oriented mindset, and ability to advocate for our customer
• Professional presence and demonstrated ability to present to stakeholders at multiple levels including senior leadership
• Highly organized with strong planning and time management skills
• Excellent interpersonal skills, ability to communicate professionally, persuasively, and confidentially over phone, e-mail and in-person
• Capable of navigating and mediating conflict while being able to foster honest dialog

Nice To Haves

• Masters degree in Education Administration, Business, or related field

Responsibilities

• Establish and maintain a key partnership team for each account to ensure a successful implementation and user experience with Carnegie Learning products.
• Facilitate customer on-boarding, including the development of implementation goals and related action plans.
• Manage the delivery of Carnegie Learning products in alignment with implementation goals and action plans.
• Proactively identify customer needs and prescribe additional action items and resources to ensure continued and sustainable use of the product and services.
• Analyze customer usage metrics to track product implementation, success and progress towards implementation goals.
• Schedule and facilitate regular status meetings with the key partnership team to share data, review implementation progress and identify next steps.
• Communicate regularly with key stakeholders and remain informed of national and local trends in education and funding to influence product renewals and expansions.
• Maintain complete and accurate profiles of designated customers.
• Develop and use collaborative relationships across all internal departments to represent the customer perspective and influence the development of customer-centered products and processes that ensure intuitive and appropriate user experiences.
• Facilitate internal conversations with customer teams to maintain collaboration across all customer-facing services and ensure overall alignment to customer needs.
• Support the sales team in pre-sales activities, including managing pilot opportunities, to ensure customers have the necessary and appropriate resources and experiences to inform their decisions.
• Guide the implementation of Carnegie Learnings pilot process to ensure all piloting accounts are provided with a seamless experience with Carnegie Learning products and services that are aligned to identified needs.
• Perform other duties as designed.

Benefits

• Holistic Wellbeing
• An inclusive range of Health Insurance options
• Short-Term and Long-Term Disability Insurance at no cost to you
• Fostering Joy
• Flexible work arrangements with our Work From Anywhere Policy
• Your Time, Your Way - paid time off that you can use as you see fit to recharge and nurture your personal life
• Empowering Parenthood
• Paid Parental Leave
• Reduced working hours on full pay for soon-to-be and new parents
• Free access to CL products for employees and their children
• A Place for Connection
• Quarterly Wellness Incentives
• Monthly employee activities + recognition program
• Employee Allyship Groups (EAGs)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level