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Associate Customer Success Manager

Company

PowerSchool

Function

Support

Level

Location

Bangaluru, Karnataka, India

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Job Summary

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 deliver on all assigned customers tasks, 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 PowerSchool’s 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 an Associate 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

  • Manages the issues that arise during the customer's engagement with PowerSchool
  • Works with customers to ensure issues are resolved complying with tools and processes provided
  • Report and resolve concerns that impact customer health and Identify themes and patterns that may negatively impact customer retention.  
  • Participates in discussions with internal stakeholders to mitigate risk and improve the overall health of the customer relationship  
  • Respond appropriately to customer requests  
  • Solve day to day problems with billing or support escalations  
  • Partners with internal and external stakeholders with manager direction  
  • Able to deliver difficult messages with assistance of manager when necessary  
  • Collaborates with sales teams to ensure growth attainment and increased footprint  
  • All other duties as assigned and ability to work US Central time zone hours  

 

 

Customer Centric: Responds appropriately to customer requests/inquiries. Developing negotiation skills. May require assistance from leader. 

 

 

 

Action Oriented: Good decision-making skills. Proactively addresses issues.  

 

Compliance: Follows prescribed protocols, relying on leadership and other resources. 

 

Quality: Completes basic job functions with accuracy and on time. Occasionally requires leader assistance.  

 

Collaborative: Interacts well with customers and others on the team.  

Qualifications

Qualifications include:

•Associate’s degree or equivalent work experienced

•0-6 months prior experience in direct client or technical support role

•Strong negotiation and interpersonal skills

•Must thrive in a fast-paced, ever-changing environment

•Ability to effectively prioritize and escalate customer issues as required

•Proficient in Microsoft Office suite

•Prior Salesforce or CRM xperience preferred

•Strong attention to detail and time management

•Strong oral and written communication skills

•Strong customer service skills

•Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes

•Able to work Central US Time zone

 

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