Customer Success Manager Job Description

The Opportunity

We’re growing fast (doubling in size each year) and rapidly expanding nationally. We are at an exciting inflection point where we are building out our Customer Success team to power the next level of our growth trajectory. We are looking for a high performance Customer Success Manager to join our sales team

In this role you will:

As a Customer Success Manager at TechSmart, you will play a pivotal role in ensuring the success and satisfaction of our valued teachers and district leaders. You will be the primary point of contact for teachers and administrators in your assigned districts, guiding them through the implementation of our computer science curricula on our online learning platform.

The ideal team member will be an authentic and dedicated relationship manager and operator that is driven by an intense work ethic and desire to excel in a high demand environment.

Our ideal team member will have these qualities:

• Motivated, tenacious, highly collaborative team player

• Driven - you have an intense work ethic and desire to excel in a high demand environment.

• Operate with a sense of urgency

• Uncommon and extraordinary attention to detail; obsessed with diving deep in order to assess quality

• Passion for supporting teachers who bring life-changing opportunities to students

• Obsessed with quality in all that you do

• Relentless commitment to high standards and continuous improvement that lifts others

• Authentic, concise and professional communicator who listens actively and intensely

• A student of the game - you are able to learn quickly, execute flawlessly, and continuously refine your approach

• Highly consultative, relationship-focused

• Able to balance a consultative role with opportunities to delight customers and make their lives easier through support

• Understand the small picture and thrive on rolling it up into the big picture

• Unafraid to develop expertise in a new content area and has the intelligence and initiative to do so

• Excited about efficiency and using systems and processes to ensure spending time on the most high-value tasks

• Outgoing, friendly, compassionate, and empathetic personality.

• High degree of Integrity --- commitment to doing things the right way, for the right reasons

• Improves the team, brings new ideas, proactive not passive

  Key Responsibilities Account Manager:

• Operate with a sense of urgency and own the fidelity of each partner implementation. Continuously monitor key instructional metrics and data and evaluate against targeted benchmarks

• Maintain a high situational awareness and a detailed understanding of what is going well and what areas need improvement in each of your partner implementations will be your passion.

• Work externally with teachers and administrators as a collaborative consultant to guide pedagogy and instruction that will enable students to develop a depth of knowledge and job-ready programming skills.

• Work internally with multiple teams to ensure customers are set up for success, owning needed interventions and escalating issues with a sense of urgency.

• Thrive on building strong relationships with teachers and administrators grounded in authentic care and delivery of value.

• Provide expert-level insight to various teams on what innovation and continuous improvement is needed in the user experience, product capabilities and features, and customer engagement processes.

• Document all meetings with meticulous detail, ensuring all meeting notes are completed and shared in a timely manner.

• Communicate routinely and early with the Director of Customer Success, ensuring that we as a department deal with all potential issues in a proactive manner.

• Act as a balanced advocate for all partner stakeholders, including administrators, teachers, and most importantly... students.

  Teacher Onboarding, Training, and Support:

• Lead the onboarding process for new teachers in your districts, ensuring a smooth transition onto our online learning platform.

• Provide comprehensive training sessions to teachers, covering curriculum content, platform navigation and feature utilization, and best practices for effective implementation in the classroom.

• Monitor teacher's participation in ongoing professional learning and ensure teachers in your districts stay on-track with their ongoing training throughout the school year.

• Work with customer success analyst to ensure teacher check-ins are scheduled and performed every 4-6 weeks.

• Proactively analyze all assigned accounts, ensuring early communication is provided to district leadership at the earliest sign of discrepancies.

Relationship Building:

• Develop strong, positive relationships with teachers in your districts, and work to understand their individual needs and challenges.

Requirements

• Customer Success/Account Management Experience: Proven track record in managing client relationships, driving customer success, and ensuring satisfaction in a fast-paced environment. Experience in the educational technology sector is highly desirable.

• Technical Proficiency: Strong understanding and practical experience with Python, JavaScript, and HTML. Ability to act as subject matter expert instruction teachers in curriculum and platform, provide technical guidance to customers, and collaborate effectively with the product development team

• Communication Skills: Excellent verbal and written communication skills with the ability to articulate technical concepts to both technical and non-technical audiences. Proficiency in additional languages is a plus.

• Problem-Solving Abilities: Demonstrated ability to identify customer needs, address concerns, and implement effective solutions to drive customer satisfaction and retention.

• Analytical Skills: Strong analytical skills with the ability to interpret data, derive insights, and make data-driven decisions to optimize customer success initiatives

• Education: Bachelor's degree in a relevant field such as Computer Science, Information Technology, Business Administration, or a related discipline. Alternative routes such as Technical Bootcamps, etc. will be considered. Additional certifications or training in customer success management or technical areas are advantageous.