Location: Hauppauge,NY, USA
Position Title: Client Success Manager
Division: K-12 Software Solutions
Reports to: Client Executive Manager
OVERVIEW
The Client Success Manager (CSM) works with customers to ensure they're receiving the tools and support needed to achieve their goals. This includes advising them on buying decisions and onboarding new users after purchase. CSMs have an in-depth understanding of the customer's needs and are responsible for communicating common customer behaviors to the sales, marketing, and product teams.
RESPONSIBILITIES
* Advocate for the company.
* Be the voice of the customer.
* Oversee annual renewals.
* Identify areas of upsell/cross-sell based on a deep understanding of the client's goals.
* Establish yourself as a trusted advisor within assigned clients.
* Conduct user group meetings and attend conferences.
* Be an escalation point for client issues beyond basic support.
What will they own? - Client renewal of Infinite Campus.
What will they improve? - The client experience, the interactions among our different teams, and the expansion in using Infinite Campus.
What will they learn? - Infinite Campus application.
Who will they work with? - The entire Infinite Campus team at Custom as well as the entire client base as needed.
QUALIFICATIONS
* Know all aspects of the Infinite Campus software and stay abreast of all new enhancements.
* Develop a knowledge of the Infinite Campus competitive landscape including third party systems they may be currently using
* Education requirements- Bachelor's degree or equivalent work experience required
* 3+ Years of experience- K-12 Account management experience a plus, previous experience of working with schools in an administrative, teaching, support, or technology capacity a plus.