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Customer Success Manager

Experienced

PowerSchool | Success | Roanoke, VA

The Customer Success Manager (CSM) is as a trusted customer advisor and advocate and will ensure that we at PowerSchool are building and maintaining long-term relationships with our customers. The CSM will ensure that expected value is delivered with PowerSchool products and services by quantifying the value, driving adoption, sharing best practices, answering business questions and identifying opportunities. 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 customer.

 

Duties and Responsibilities

  • Manage a portfolio of accounts to achieve long-term success and ensure retention of accounts
  • Serve as an escalation point for issues that impact customer success and internally advocate for customer needs/issues cross-departmentally
  • Resolve conflicts and provide solutions to customers in a timely manner
  • Nurture customer advocacy by obtaining product references and customer success stories
  • Identify up-sell/ cross-sell opportunities and refer to sales
  • Meet expected customer contact requirements
  • All other duties as assigned
Skills & Requirements

Qualifications

  • Bachelor’s degree or equivalent work experience preferred
  • 2–4 years of experience in Account Management, Customer Service, Retention or Sales required
  • Experience in Customer Relationship Management preferred
  • Experience with SalesForce preferred
  • Working knowledge of Microsoft Office Suite
  • Strong verbal/written communication, facilitation, presentation and interpersonal skills
  • Requires excellent problem-solving skills
  • Ability to prioritize and multi-task in a fast-paced environment
  • Must be resourceful, a team player and customer oriented
  • Operates under moderate supervision