Customer Success Manager Jobs

Our Customer Success Organization is passionate about driving relationships with our most strategic, school district partners to achieve maximum value from their Savvas solutions. The Customer Success Manager (CSM) services in a critical role for the Savvas customer. The CSM applies advanced knowledge of the role, with a combination of advanced education and work experience. The CSM acts as the organizational support resource across the post-sale customer implementation journey. Through their partnering with Sales, Marketing, Operations and the Savvas Services and Support teams the CSM ensures we deliver a positive customer experience throughout the implementation. The primary objective of an effective CSM utilizes proactive communication to ensure the customer remains focused on product implementation. The CSM accomplishes this by removing obstacles and distractions and increasing engagement with digital product, print product, professional learning, etc. The Customer Success team supports Savvas’s most strategic customers. The CSM will primarily support customers in a given market, with a focus on our most strategic relationships with additional oversight/support from the Director of Customer Success.

Ideal candidates are local to the Midwest Region.

SCOPE AND IMPACT OF JOB

• Manages projects or processes, working independently with limited oversight from the manager.
• Develop and maintain strong working relationships with Business Product Managers, Technical Product Managers, Support personnel and Innovation and Accountability Specialists.
• Oversee Customer Success lifecycle processes to ensure assigned accounts have positive customer experiences and achieve desired outcomes with SAVVAS products and services
• Execute engagement strategies with customers to deepen customer engagement and program usage.
• Provides coaching to team members, to build capacity amongst the team.
• Embraces difficult and sometimes complex situations, to ensure internal and external customer satisfaction
• Drive key metrics related to product implementations, including customer health, renewal rates, expansion opportunities, engagement data, etc
• Act as strong customer advocate across all areas of the business product, engineering, marketing, sales and executive leadership

Required Knowledge And Experience

Education and Experience

• 5+ years of related industry experience; Sales, technical support, customer service experience, military service, school district experience, or related educational experience.
• Bachelor’s degree or PMP certification preferred.
• Experience implementing (vendor or customer) platform products

Knowledge and Skills

• Provide clear instructions and answer questions for complex processes or systems to ensure understanding by non-technical users.
• An attitude of adaptability in an evolving climate.
• Interpersonal skills meet expectations; active listening skills, empathy, emotional intelligence.
• Problem solving and critical thinking skills, which allow a CSM to provide simple solutions to complex problems.
• Advanced proficiency with Microsoft Office or Google Suite, PC/Mac, and Learning Management Systems (LMS)
• An ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions.
• A high level of organization, be self-directed, and process-oriented with the ability to monitor and recommend variances to actions to enhance project outcomes within multiple projects simultaneously.
• Excellent written and verbal communication skills

Other Skills

• Ability to lift 25 lbs. Must be able to travel 10% of the time, as there is an occasional need for internal or customer-facing travel.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• This person must be able to sit or stand at a personal computer for a reasonable length of time typing and reading as well as when presenting
• Ability to handle a high volume of work in a short period of time, handle multiple priorities simultaneously and operate in a demanding work environment is important.
• Reliable attendance and punctuality is critical to successful performance in this role.

Savvas Learning Company is a global education company that produces award-winning learning solutions that empower educators and engage students with the highest quality content.

Recognized as an industry leader, we serve millions of K-12 learners with innovative, student-centered educational programs that turn today’s classrooms into active learning environments. By embracing technology, personalized learning, and immersive experiences delivered across multiple platforms, we design our learning solutions to be more accessible and relevant to each student.

Our comprehensive solutions for core curriculum, and supplemental and intervention programs - supported by an array of professional development services - allow teachers to use data to inform classroom practices and tailor instructions to an individual’s abilities and learning styles.

Savvas Learning Company is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply. Savvas is a drug free workplace.

Savvas Learning Company provides access to a benefits experience created to offer our employees choice, flexibility, and the opportunity to save money for the future. Benefits include medical, dental, vision, tax-advantaged accounts, pharmacy, life insurance, matching 401(k), and paid time off. Our benefits are part of a total package that is carefully designed to support the total well-being of our employees.

Please visit www.savvas.com for more information about us, or visit us at LinkedIn , Twitter , Facebook , or YouTube .

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