Customer Success Manager 1

The Customer Success Manager, under the general direction of their manager, serves as the identified
PowerSchool success manager who provides dynamic account management for our Higher Ed software
systems. PeopleAdmin, A PowerSchool Company is looking for an individual to coordinate all assigned contract
renewals, which include working directly with customers and internal team players to ensure timely and accurate
execution. This position is designed to positively impact retention and renewal rates. This position is PowerSchool’s most
valuable asset, to advocate for our customers. This position relies heavily on personal accountability for results, a
willingness to go ‘the extra mile’ for PowerSchool customers and a collaborative approach that brings the best to each
and every customer. As a Customer Success Manager within PowerSchool, the successful candidate will be a
dynamic and organized self-starter who can work independently while also being part of a team.

Team Overview

Our Success team ensures our partners in educational technology achieve their desired outcomes, serving as champions of our customers' needs. Through collaboration, strong relationships, and advocacy, the Success team positively impacts customer retention through proactive engagement and delivering excellence to our customers.

Description

The Customer Success team focuses on ensuring customers achieve their desired outcomes with our products through satisfaction, retention, and growth.

Your day-to-day job will consist of:

• • Project Manages a portfolio of accounts in order to ensure retention and renewal rates of portfolio
  • Accelerate the contract renewal process and ensure customer satisfaction
  • Accurately maintain a forecast of renewals and a dashboard of customer status
  • Answers, evaluates and prioritizes incoming telephone & email requests for assistance from accounts in all
  customer segments who may be experiencing problems with hardware, software, networking and other computerrelated technologies
  • Builds relationships with customers to become a trusted partner on renewal activities
  • Periodically evaluate “big picture” themes and patterns. Assist in driving resolution cross-functionally to prevent
  larger retention issues from occurring
  • Collaborates across all teams to ensure positive account management, growth attainment and increased footprint
  as needed
  • All other duties as assigned
•  

Minimum Qualifications

• Minimum of 3 years of relevant and related work experience.
• Bachelor’s degree or equivalent, or equivalent years of relevant work experience.
• (Add up to 4 more, keep them objective and qualifiable/quantifiable if possible)
• • 1-2 years’ prior experience in direct client support role
  • Strong attention to detail particularly related to financial documentation & account data
  • Must thrive in a fast-paced, ever-changing environment
  Last Modified Date: August 2020 Page 2
  • Articulate communication skills with the ability to drive a phone conversation
  • Ability to effectively escalate customer issues as required
  • Proficient in Microsoft Office suite
  • Prior Salesforce experience preferred
  • Strong attention to detail and time management
  • Strong oral and written communication skills
  • Strong 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 working across functional lines to advocate and solve renewal issues for the client

Preferred Qualifications

• (These are NICE to haves. Add up to 5, keep them objective and qualifiable/quantifiable if possible)

EEO Commitment

PowerSchool is committed to a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce, we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing accommodations@powerschool.com.