Customer Success Manager

Job Details:

Job Location:

Territory - East US - AL, Position Type:
Full Time, Education Level: 4 Year Degree, Salary Range: $75,000.00 - $85,000.00 Salary, Travel Percentage:
At least 25%, Job Shift: Any, Job Category:
Customer Success,

The Customer Success Manager (CSM) will work closely with customers to ensure a successful user experience for all stakeholders: administrators, teachers, students, and other community members. Through consistent communication and interactions, the CSM will identify customer needs, guide the development of customer implementation goals, and facilitate regular check-ins to gauge progress and needs. The CSM will provide customer feedback to and work closely with other Carnegie Learning departments to promote and inform the development and delivery of customer-centered products and services.

Currently residing within one of these states within the territory:
Alabama, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Kentucky, Maine, Maryland, Massachusetts, Michigan, Mississippi, New Hampshire, New Jersey, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Vermont, Virginia, West Virginia, Wisconsin.

• Establish and maintain a key partnership team for each account to ensure a successful implementation and user experience with Carnegie Learning products.
• Facilitate customer on-boarding, including the development of implementation goals and related action plans.
• Manage the delivery of Carnegie Learning products in alignment with implementation goals and action plans.
• Proactively identify customer needs and prescribe additional action items and resources to ensure continued and sustainable use of the product and services.
• Analyze customer usage metrics to track product implementation, success and progress towards implementation goals.
• Schedule and facilitate regular status meetings with the key partnership team to share data, review implementation progress and identify next steps.
• Communicate regularly with key stakeholders and remain informed of national and local trends in education and funding to influence product renewals and expansions.
• Maintain complete and accurate profiles of designated customers.
• Develop and use collaborative relationships across all internal departments to represent the customer perspective and influence the development of customer-centered products and processes that ensure intuitive and appropriate user experiences.
• Facilitate internal conversations with customer teams to maintain collaboration across all customer-facing services and ensure overall alignment to customer needs.
• Support the sales team in pre-sales activities, including managing pilot opportunities, to ensure customers have the necessary and appropriate resources and experiences to inform their decisions.
• Guide the implementation of Carnegie Learnings pilot process to ensure all piloting accounts are provided with a seamless experience with Carnegie Learning products and services that are aligned to identified needs.
• Perform other duties as designed.

This position requires up to 50% travel.

• Bachelors degree in Education or related field
• Masters degree in Education Administration, Business, or related field (preferred)
• Five (5) or more years of experience as an Education Administrator, Customer Success Manager, or similar role
• Currently residing within one of these states within the territory:
  Alabama, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Kentucky, Maine, Maryland, Massachusetts, Michigan, Mississippi, New Hampshire, New Jersey, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Vermont, Virginia, West Virginia, Wisconsin
• Understanding of K-12…