Customer Success Manager, Bilingual Spanish

Summary

Join Age of Learning's School Division as a Customer Success Manager and contribute to the company's mission of providing engaging and effective learning resources for children. In this role, you will be responsible for developing and implementing engagement strategies, advocating for customers, building relationships with internal teams, managing the customer success lifecycle, driving key metrics, and providing professional development opportunities. You will be a key player in ensuring customer satisfaction and retention, while also contributing to the company's growth and impact.

Requirements

• Bachelor’s Degree required
• Excellent active listening and communication skills
• Experience implementing (vendor or customer) cloud-based, platform products
• 3+ years experience preferred in K-12/EdTech in Account Management, Client Services and/or Customer Success) and/or school district instructional or administration roles
• Strong demonstrated service-delivery experience with educational SaaS solutions
• Excellent written and verbal communication and interpersonal skills
• Ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions
• Ability to communicate and interact with employees and customers at all levels, including the ability to give clear precise instructions that are readily understandable by non-technical users
• Highly organized, self-directed, and process-orientated with the ability to direct multiple projects simultaneously
• Detail-oriented, with strong organizational skills
• Ability and willingness to travel up to 80% locally within the state of Florida
• CRM experience

Responsibilities

• Execute Engagement Strategies: Develop and implement comprehensive engagement strategies with customers to deepen their engagement and increase their usage of our products and services. This involves creating customized plans that align with customer goals and monitoring their progress to ensure success
• Customer Advocacy: Act as a strong advocate for customers across all areas of the business. Collaborate closely with product, engineering, marketing, sales, and executive leadership teams to ensure that customer feedback and needs are effectively communicated and addressed. Strive to represent the customer's voice in every decision made
• Relationship Building: Develop and maintain robust working relationships with Business Product Managers, Technical Product Managers, Support personnel, and Innovation and Accountability Specialists. Work collaboratively with these teams to ensure a unified approach to customer success and satisfaction
• Oversee Customer Success Lifecycle: Manage the entire Customer Success lifecycle for assigned accounts. This includes onboarding, ongoing support, and renewal processes to ensure customers have positive experiences and achieve their desired outcomes with Age of Learning products and services. Regularly review customer journeys and identify opportunities for improvement
• Drive Key Metrics: Monitor and drive key metrics related to product implementations. Focus on customer health indicators, renewal rates, expansion opportunities, and engagement data. Utilize this data to identify trends, forecast future customer needs, and implement strategies to enhance customer satisfaction and retention. Regularly report on these metrics to senior leadership and provide actionable insights
• Professional Development: Work closely with teammates to provide and coordinate cohesive professional development plans that meet the needs of customers' goals and initiatives.  Anticipate professional development opportunities by monitoring reports and data.  Deliver effective and engaging in-person and virtual professional development to district/school administrators, teachers, and support staff

Benefits

• 90% of employee health and welfare benefits premiums & 65% of dependent benefits premiums
• A 401(k) program with employer match
• 15 paid vacation days (increases to 20 days on your 3rd anniversary), 12 observed national paid holidays, 9 sick days, and 16 paid volunteer hours per year
• Our flexible work culture means 2 or more days in the office (hybrid) or 100% fully remote options available for most positions