Overview:
We are seeking an Enterprise Customer Success Manager in our K12 Division to join our growing team!
Position Overview
Responsible for the retention and renewal of assigned enterprise clients, working in partnership with other functional leaders and stakeholders that may contribute to retention goals aligned with the goals of K12 private and independent schools. In addition to developing relationships with clients and becoming a trusted advisor, the CSM is responsible for working with CAMs in the upselling, cross-selling and contract renewals. This includes but is not limited to contributing to presentations, reporting and analysis of trends such as usage data and customer satisfaction metrics to spot at risk clients, highlight opportunities, and make recommendations that will improve and retain the account portfolio. Enterprise CSMs will ensure customer records and contracts are well maintained while providing necessary insight into their upcoming renewal targets.
Responsibilities & Qualifications:
A Day in the Life
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Acquire a broad and scalable understanding of customer needs and requirements within the assigned CSM portfolio
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Record and manage all client contact, contract, quoting and communication in the (Salesforce) CRM. Contact with customers will be supported through marketing automation and “tech touch” methods.
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Deliver business reviews and document account plans for select accounts in the CSM portfolio
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Achieve/exceed target collective KPIs including but not limited to: On-time subscription renewals, increased payment processing and customer platform usage, and maintain positive NPS/CSAT
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Make proactive recommendations to the customer success leadership team to continually improve the quality, effectiveness, and efficiency of our processes
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Serve as the subject matter expert (SME) within your customer industry vertical by continuously providing a proactive strategy based on customer objectives to maximize proceeds and ensure year-round usage
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Be the voice of the customer. Advocate to improve product and processes to increase customer engagement and retention
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May require occasional travel (not to exceed 20%) to customer on-sites, company events, and industry conferences
We are looking for someone who brings
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Requires 2+ years of Customer Success, Services, or relevant experience
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Requires a bachelor’s degree or equivalent experience
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Fundamental knowledge of the operations and strategy of renewals and revenue retention in a SaaS business.
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Must have excellent analytical and problem-solving skills
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Must have the ability to work independently and handle multiple priorities and deadlines simultaneously
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Knowledge of the function and department processes involved in the US K12 division
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Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
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Fundamental understanding of CRM functions; specifically using Salesforce
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Demonstrate ability to learn and understand basic office software applications
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Enthusiastic and engaged verbal and written communication, organization, and follow up skills
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Strong relationship building skills and ability to work both individually and as a member of a team
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Must have the ability to balance multiple priorities and deadlines simultaneously while working effectively within a fast-paced, deadline-driven environment
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Highly organized and ability to manage a high volume of demands from multiple sources while identifying the most important tasks to prioritize first
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Proven track record building successful relationships and partnerships at all organizational levels, internally, externally, intra and interdepartmentally
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Strong client focus with exceptional collaborative and influencing skills
Total Rewards:
Accommodations
Community Brands welcomes and encourages applications from people with disabilities. Reasonable accommodations are available, on request, for candidates taking part in all aspects of the selection process.
About Us
Community Brands – leveling the playing field between for-profits and purpose-driven organizations
Community Brands provides a connected network of solutions that enable mission-driven organizations to thrive. Our software powers non-profits, associations, and K-12 schools to engage the people they serve through programs and events, raise funds to enable their mission, and manage their financials and operations. Our family of brands are bound by a common purpose to serve the organizations that make our communities a better place to live. With over 1,600 employees in the US, Canada, UK, Australia, India, and the Philippines, we know that our success is driven entirely by the people of Community Brands. Through professional opportunity, we strive to give each person a clear path to success and personal growth. We embrace diversity and believe that our differences in experience and perspective are the key to our sustained success.
Why work here?
Good People, Doing Good Things: Employees at Community Brands are techies and volunteers who strive to make the Company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us.
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Medical, Dental & Vision Benefits
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401(k) Savings Plan & Company Match
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Flexible Planned Paid Time Off
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Generous Sick Leave
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Casual Environment
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Purpose-Driven Culture
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Work-Life Balance
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Passionate About Community Involvement
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Company Paid Parental Leave
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Company Paid Short Term Disability
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Remote Flexibility
Community Brands actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
All persons hired will be required to verify identity and eligibility to work in the United States (without sponsorship) and to complete the required employment eligibility verification form upon hire.
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