客户成功经理, SMB/扩展团队
Customer Success Manager, SMB / Scale Team
Schoolinks客户成功团队正在随着新客户的加入而持续扩大。我们正在寻找充满热情、以客户为中心的个人担任客户成功经理。我们需要团队成员支持全国的小型学区。这将涉及高水平地利用数据来制定策略、项目管理和组织协调。
你的职责包括...
- 与团队协作，达成你所负责学区的参与度、使用率和续约目标。
- 分析使用情况、参与度和成果数据，确定每个学区的健康状况及所需采取的行动。
- 在每个学区建立并维护与校长和高管的关系。
- 协助学区完成续约流程（报价、口头批准、签字）。
- 向我们的产品团队提供结构清晰的客户反馈，这些反馈是在各种客户互动中收集的。
- 持续定义、记录我们学区面临的问题和挑战。
- 在CRM系统如SalesForce、Gainsight或其他客户成功工具中保持账户记录和笔记的更新。
要求
- 3年以上专业经验
- 1年以上在SaaS公司从事实施和客户成功的工作经验（最好在K12或教育科技行业）
- 强大的多任务处理能力和管理大量业务的能力
- 有远程工作的经验或能力
- 良好的人际沟通能力
- 项目管理能力（理解任务依赖关系/顺序并管理任务）
- 积极的态度——在高压环境下仍能保持乐观
- 主动、具有创业精神，能够在快节奏、动态的环境中积极采取行动——你知道何时以及如何找到所需的信息。
- 能够完成续约，并同时处理多个任务以发现扩展机会。
- 技术能力：必须熟练使用Google套件（Sheets、Slides等）及Apple/Mac设备
- 有10%的时间可以出差，用于客户会议、培训、偶尔的会议和公司户外活动（主要集中在开学季，8月至10月）。
福利
该职位的预计薪资范围（基本工资加奖金）为7万美元至9万美元美元。此薪酬范围仅适用于美国，且会综合考虑多种因素，包括但不限于申请人的技能、以往相关经验和培训；执照、学位和认证；具体地理位置等因素。
查看英文原文
The Schoolinks Customer Success Team is continuing to grow as we bring on new customers. We're looking for passionate, customer centric individuals to be the next Customer Success Managers. We are looking for team members to support our smaller school districts across the country. This will involve high levels of using data to drive strategy, project management and organization.
Your Responsibilities will include...
- Work in a collaborative team to meet engagement, usage, and renewal targets for your portfolio of districts.
- Assess usage, engagement, and outcome data to determine health and action needed at each of your districts.
- Build and maintain director and executive level relationships at each of your districts.
- Facilitate renewal process (quote, verbal approval, signature) for your districts.
- Provide well-structured customer feedback to our Product Team, collected during the various customer engagements.
- Continuously define, document problems and challenges faced by our districts.
- Keep account records and notes updated in a CRM such as SalesForce, Gainsight or other CS tools.
Requirements
- 3+ Years Professional Experience
- 1+ years experience in implementation and customer success for a SaaS company (ideally in the K12 or EdTech industry)
- Strong ability to multi-task and manage a large book of business
- Experience or Ability to work in a remote environment.
- Strong interpersonal skills
- Project management skills (understand task dependencies/sequence and manage of tasks)
- Positive attitude - you can stay optimistic in high stress situations
- Proactive, entrepreneurial style, eager to take initiative in a fast-paced, dynamic environment — you know when and how to find the right information when you need it.
- Ability to close renewal and multi-thread to discover expansion opportunities.
- Technical Abilities: Google Suite (Sheets, Slides, Etc) & Apple/Mac Required
- Ability to Travel 10% of the time to customer meetings, trainings, occasional conferences and company offsite events (This is mostly during back to school season, August - October).
Benefits
A reasonable estimate of the on track earnings range for this position ( base plus bonus) is $70,000 - $90,000 USD. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicant’s skills and prior relevant experience and training; licensures, degrees, and certifications; specific geographic location; internal equity; internal pay ranges; and market data/range parameters.
SchooLinks is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
· 100% health care coverage for Employee
- 401K with company matching
- Dental & Vision
- Parental Leave
- Subsidized gym membership
- Remote work stipend
- Annual team offsite
Originally posted on Himalayas