Customer Success Manager

Overview

This position, under the general direction of their manager, serves as the identified PowerSchool success manager who provides dynamic account management for our award-winning K- 12 software systems. PowerSchool is looking for an individual to coordinate all assigned contract renewals, which include working directly with customers and internal team players to ensure timely and accurate execution. This position is designed to positively impact retention and renewal rates through proactive account management. This position is PowerSchools most valuable asset, to advocate for our customers. This position relies heavily on personal accountability for results, a willingness to go the extra mile for PowerSchool customers and a collaborative approach that brings the best to each and every customer. As a Customer Success Manager within PowerSchool, the successful candidate will be a dynamic and organized self-starter who can work independently while also being part of a team.

Responsibilities

Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 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
 All other duties as assigned

Qualifications

To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Qualifications include:
 Bachelors degree or equivalent work experienced
 5+ years prior experience in renewals, account management, customer success, or sales in a software company, preferably Software as a Service (SaaS)
 2-3 years prior experience in direct client support role
 Strong negotiation and interpersonal skills
 Must thrive in a fast-paced, ever-changing environment
 Articulate 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 preferred
 Strong attention to detail and time management
 Strong oral and written communication skills
 Strong 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

EEO Commitment
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