FlexPoint Sales Support Account Manager, Customer Success

Florida Virtual School

6d•Remote

About The Position

Our Mission is to equip students for success by developing and delivering highly effective digital learning through an intuitive online platform. FLVS does not discriminate in admission or access to, or treatment or employment in its programs and activities on the basis of race, color, religion, age, sex, national origin, marital status, disability, genetic information or any other reason prohibited by law. The Position: Position General Summary: The FlexPoint Sales Support Account Manager, Customer Success works within the FlexPoint sales team, managing existing customer accounts by focusing on relationship-building, consultative strategies to encourage successful customer partnerships, and revenue growth for the department. The FlexPoint Sales Support Account Manager, Customer Success supports customers’ needs with grit, problem-solving abilities, creativity, enthusiasm, and care. The FlexPoint Sales Support Account Manager, Customer Success collaborates with the FlexPoint Sales Account Managers and the FlexPoint Sales Support Managers, Implementation to create a supportive environment to foster customer success. The FlexPoint Sales Support Account Manager, Customer Success must also maintain exceptional and thorough communication with customers at every stage of pre- and post-sale, fielding questions and issues, exploring solutions, options and ideas for customer success and growth. This role requires grit, big picture thinking, a true desire to help others and solve problems.

Requirements

Bachelor’s degree, preferably in Education, Business, Communication, Marketing, or related field.
Five (5) years’ experience in Education Leadership, Education Management, Education Administration, Product Implementation, Customer Service, Business, and/or Sales.
Ability to meet aggressive deadlines and work in a fast-paced environment
Ability to understand and follow verbal and written instructions
Attentive to detail
Ability to gather, analyze, interpret, and present data
Knowledge of sales support and customer success and product/services market research
Knowledge of the virtual education marketplace and distance learning content providers
Knowledge of Microsoft Office Suite
Excellent written and verbal communication skills
Excellent interpersonal skills, including the conveyance of a dynamic, engaging, and charismatic personality.
Excellent presentation skills, including the ability to speak to key decision-makers with confidence and influence.
Excellent research and organizational skills
Demonstrated ability to build rapport and maintain professional relationships with customers and other key stakeholders.
Ability to work with and through people to establish goals, objectives, and action plans.
Ability to work independently, as well as oversee and facilitate large group projects.
Ability to effectively manage multiple projects and meet aggressive deadlines.
Ability to translate customer needs into solutions.
Ability to communicate effectively with diverse workgroups and key stakeholders, including executive-level management and Board of Trustees.

Nice To Haves

Experience with presentation design and delivery, including large group facilitation, preferred.
Experience engaged with PK-12 online courseware, preferred.
Experience utilizing Salesforce technology, preferred.

Responsibilities

Effectively and efficiently establish and foster client relationships through virtual, in person and written methods.
Lead consultative discussions with existing clients; recommend products and services for virtual and blended implementation for schools, school districts, or other agencies.
Assist and, at times, lead elements of customer and product implementation.
Regularly evaluate, discuss, educate, and consult customers regarding their program’s usage of products and services.
Facilitate program usage data within FlexPoint and customers.
Possess industry-wide knowledge of online, blended and brick and mortar education.
Regularly follow up with customers, asking directed questions to gauge satisfaction to strengthen relationships, problem-solve, foster customer success, ensure retention and minimize churn.
Possess knowledge of common customer patterns and missteps, and the ability to forecast the impact of trends for future churn.
Proactively anticipate customer needs and appropriately intervene both with customers and FlexPoint internal teams and processes to mitigate customer issues and create customized solutions.
Proactively maintain a detailed understanding of FlexPoint products and services.
Document and track sales activities and communications in a timely manner in FlexPoint systems.
Strategically advocates current customer needs to leadership and displays empathy to current customers.
Exhibit leadership skills to effectively manage diverse customer situations and needs.
Deliver sales presentations with confidence, influence, and enthusiasm.
Assist in strategic planning and development of products and services based on client needs, market research, and internal knowledgebase.
Work cooperatively with other FlexPoint resources and teams.
Meet professional obligations through efficient work habits such as, meeting deadlines, honoring schedules, coordinating resources and meetings in an effective and timely manner, and demonstrates respect for others.
All work responsibilities are subject to having performance goals and/or targets established.