Senior Customer Success Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $69.7k - $103.2k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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PowerSchool

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📚 Education

🤖 Artificial Intelligence

Education • Artificial Intelligence • Software

PowerSchool is a leading provider of cloud-based K-12 education software, offering a comprehensive range of solutions to support educators, administrators, and families in enhancing student learning. Their products include tools for student information management, personalized learning, analytics, talent recruitment, and resource planning, all aimed at fostering student success and effective school operations. Through innovative technology and a commitment to meeting the diverse needs of educational institutions, PowerSchool empowers effective communication and collaboration within the educational ecosystem.

📋 Description

• Own the overall relationship with the customer • Project manage a portfolio of accounts to achieve long-term success and ensure retention and renewal rates • Accelerate the contract renewal process and ensure customer satisfaction • Lead discussions around forecasting and customer health with internal stakeholders • Accurately maintain a forecast of renewals and a dashboard of customer status • Answer, evaluate, and prioritize incoming telephone and email requests for assistance from accounts experiencing hardware, software, networking, and other computer-related technology problems • Resolve conflicts and provide timely solutions to customers • Build customer relationships as a trusted advisor, oversee adoption of PowerSchool products and services, and promote best practices to drive incremental value and return on investment • Evaluate broad themes and patterns and assist in driving cross-functional resolution to prevent larger issues • Collaborate with sales teams to ensure growth attainment and increased footprint • Answer questions for other team members • Seek opportunities to improve processes and customer experience • Perform all other duties as assigned

🎯 Requirements

• Travel occasionally, up to 25-30%, for key moments such as team summits, training, customer meetings, company events, etc., with increased frequency during peak periods based on business demands. • Additional experience may be substitute for an advanced Degree. • Bachelor’s degree or equivalent work experienced • 3-5 years’ prior experience in renewals, account management, customer success, or sales in a software company, preferably Software as a Service (SaaS) • 2-4 years’ prior experience in direct client support role • Excellent negotiation and interpersonal skills • Must thrive in a fast-paced, ever-changing environment • Excellent communication skills with the ability to drive a phone conversation • Ability to effectively prioritize and escalate customer issues as required • Proficient in Microsoft Office suite • Prior Salesforce, CRM, and Gainsight experience required • Excellent attention to detail and time management • Excellent oral and written communication skills • Excellent customer service, presentation, and conflict resolution skills • Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes • Able to be successful with ambiguity and solving the client issues, working across functional lines to advocate and solve issues for the client

🏖️ Benefits

• Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance and AD&D) • Flexible Spending Accounts and Health Savings Accounts • Short-Term Disability and Long-Term Disability • Comprehensive 401(k) plan • Generous Parental Leave • Unrestricted paid time off (known as Discretionary Time Off - DTO) • Wellness Program, including ClassPass & Employee Assistance Program • Tuition Reimbursement • Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program and Prepaid Legal coverage