Customer Success Manager I

At PowerSchool, we are a dedicated team of innovators guided by our shared purpose of powering personalized education for students around the world. From the central office to the classroom to the home, PowerSchool supports the entire educational ecosystem as the global leader of cloud-based software for K-12 education. Our employees make it all possible, and a career with us means you’re joining a successful team committed to engaging, empowering, and improving the K-12 education experience everywhere.

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:

• Owns the overall relationship with the customer
  •Project Manages a portfolio of accounts in order to achieve long-term success and ensure retention and renewal rates of portfolio
  •Accelerate the contract renewal process and ensure customer satisfaction
  •Lead discussions around forecasting and customer health with customers & internal stakeholders
  •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 computer-related technologies
  •Resolve conflicts and provide solutions to customers in a timely manner
  •Builds relationships with customers to become a trusted advisor, oversee adoption of PowerSchool products and services, and promote best practices to continually drive incremental value and return on their investment
  •Periodically evaluate “big picture” themes and patterns. Assist in driving resolution cross-functionally to prevent larger issues from occurring
  •Collaborates with sales teams to ensure growth attainment and increased footprint
  •All other duties as assigned

Minimum Qualifications

• Bachelor’s degree or equivalent work experienced
  •3 years’ prior experience in renewals, account (BOB) management, customer success, preferably Software as a Service (SaaS)
  •1-2 years’ prior experience in direct client support role
  •Strong negotiation and interpersonal skills
  •Must thrive in a fast-paced, ever-changing environment
  •Articulate communication skills with the ability to drive a phone & video conversation
  •Ability to effectively prioritize and escalate customer issues as required
  •Proficient in Microsoft Office suite
  •Prior Salesforce, CRM, and Gainsight experience preferred
  •Strong attention to detail and time management
  •Strong oral and written communication skills
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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 accomodations@powerschool.com.