Senior Customer Success Manager

Overview

About PowerSchoolAt PowerSchool, we power education for students around the world. As the global leader in cloud-based K-12 software, we support the full education ecosystem—from the central office to the classroom to the home. Joining PowerSchool means being part of a mission-driven team that is transforming K-12 education by helping schools operate more effectively and deliver better outcomes for educators, students, and families.

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.

Responsibilities

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 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
• Answers questions for other team members
• Seeks out opportunities to make improvements to processes and improve customer experience
• All other duties as assigned 

Qualifications

Minimum Qualifications

• Travel occasionally, up to 25-30%, for key moments such as team summits, training, customer meetings, company events, etc., with increased frequency during peak periods based on business demands.
• Additional experience may be substitute for an advanced Degree. 
• Bachelor’s degree or equivalent work experienced
• 3-5 years’ prior experience in renewals, account management, customer success, or sales in a software company, preferably Software as a Service (SaaS)
• 2-4 years’ prior experience in direct client support role
• Excellent negotiation and interpersonal skills
• Must thrive in a fast-paced, ever-changing environment
• Excellent communication skills with the ability to drive a phone conversation
• Ability to effectively prioritize and escalate customer issues as required
• Proficient in Microsoft Office suite
• Prior Salesforce, CRM, and Gainsight experience required 
• Excellent attention to detail and time management
• Excellent oral and written communication skills
• Excellent customer service, presentation, and conflict resolution skills
• Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
• Able to be successful with ambiguity and solving the client issues, working across functional lines to advocate and solve issues for the client  

Compensation & Benefits

Compensation & Benefits

PowerSchool offers the following benefits:

• Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance and AD&D)
• Flexible Spending Accounts and Health Savings Accounts
• Short-Term Disability and Long-Term Disability
• Comprehensive 401(k) plan
• Generous Parental Leave
• Unrestricted paid time off (known as Discretionary Time Off - DTO)
• Wellness Program, including ClassPass & Employee Assistance Program
• Tuition Reimbursement
• Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program and Prepaid Legal coverage

A reasonable estimate of the base compensation range for this position is $69,700 - $103,200 USD. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicant's skills and prior relevant experience and training; licensures, degrees, and certifications; internal equity; internal pay ranges; and market data/range parameters.

EEO Commitment

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 [email protected].