Customer Success Manager

• Serve as the first and primary point of contact to manage and nurture a portfolio of K-12 accounts to maximize satisfaction, retention, and growth 

• Train and onboard new K-12 customers through the implementation process, ensuring a seamless post-sale transition 

• Provide ongoing professional development to existing customers on new features and when they assign new contacts or expand usage of their program 

• Organize and facilitate regular customer meetings to ensure a thorough understanding of the needs of each customer's online learning program; drive high levels of satisfaction through consultative recommendations 

• Understand and proactively communicate student outcomes and recommend mitigation strategies to effectively address areas of concern 

• Review account and usage data on a regular basis and ensure corresponding, tailored outreach to each customer 

• Consistently engage with customers and uncover the "Whys?" behind their feedback to identify root causes and opportunities 

• Communicate all product enhancements, technological updates, and other pertinent information to customers in a timely and professional manner 

• Regularly monitor customer attrition risks; outline and document proactive solutions to minimize and mitigate flight risks within your assigned portfolio 

• Manage difficult customer feedback with high levels of tact and diplomacy 

• Build relationships by providing consistent value and fostering customer loyalty 

• Maintain a clear understanding of customer contracts, including pricing, renewal details, and SLAs, through the company's CRM platform 

• Demonstrate a clear understanding of all course offerings and technical requirements of the program 

• Resolve customer issues promptly and ensure a positive customer experience 

• Collect, evaluate, and act on customer data to inform relationship-building and enhancements 

• Demonstrate the product to existing and prospective customers, as needed 

• Travel to visit customers or attend conferences and trade shows, as needed 

• Speak and present at trade shows and conferences, as needed 

Customer Growth and Expansion 

• Proactively identify customer needs and promote tailored solutions 

• Educate customers on solution value through data-informed relationship building and communication 

• Consult with customers on K-12 online learning best practices and Harris Digital Learning's solutions 

• Encourage customers to expand their licensed products and services 

• Develop relationships with key stakeholders and maintain a focus on business development from customer onboarding through renewal, in joint communication with assigned Sales personnel 

• Participate in customer expansion projects, as assigned 

Cooperation with Internal Teams 

• Collaborate with internal teams (e.g., Teaching Staff, Course Development, Sales & Marketing, Product and Software Development) to troubleshoot issues and propose enhancements 

• Attend regular internal meetings and act as the customer representative to ensure that decisions made are customer-focused and data-informed 

• Assist with customer requests to ensure messaging is consistent, timely, and aligned with each customer's needs 

• Find a balance between customer needs that will drive revenue and retention, as well as keeping the best interest of Harris Digital Learning in mind 

Required Skills and Qualifications 

• Experience in account management, customer success, and/or K-12 online learning 

• Keen discernment for solutions that are beneficial to both the customer and Harris Digital Learning 

• Excellent communication, negotiation, and interpersonal skills 

• Strong listening and questioning skills to gain a strategic understanding of customer needs and challenges 

• Ability to build relationships with educational leaders, including principals and superintendents 

• Strong understanding of curriculum and instruction 

• Familiarity with Microsoft Office (Excel, PowerPoint, Word, Outlook), Google Drive, and online technologies 

• Ability to analyze data to measure account performance 

• Experience using customer relationship management (CRM) systems or inbound marketing, sales, and customer service platforms 

• Strong understanding of project and program management 

• Proactive, organized, and adept at managing multiple accounts simultaneously 

• High degree of flexibility and demonstrated ability to thrive in a fast-paced work environment 

• Ability to work and think independently within a framework of best practices 

• Excellent writing skills 

Education and Experience 

• Bachelor's degree in education, business, or a related field with 5 to 7 years of experience in account management, customer success, or the online learning space 

• Three to five years of working in a traditional (brick and mortar) or virtual school, OR previous experience in customer success or sales in an educational setting 

• Experience facilitating or participating in an e-learning or online learning course preferred 

Performance Metrics 

• Client Net Promoter Scores and feedback 

• Customer retention and attrition risk mitigation within assigned portfolio 

• Account growth (renewals, increased enrollments, and upsells) 

• Timely resolution of client concerns and issues 

• Appropriate escalation of client issues 

• Contribution to overall Harris Digital Learning revenue goals 

Salary range: $45,000 - $50,000 per year.