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Customer Success Manager

Experienced

PowerSchool | Success | Bethlehem, PA

This position, under the general direction of both the supervisor and manager, serves as the identified PowerSchool  success manager who provides dynamic customer support for our award-winning K-12 software systems. This position provides world class solutions-oriented  support while serving as the single point of contact for projects, escalations and releases with a strong focus on customer service that is designed to provide maximum customer satisfaction for our  PowerSchool customers. The Customer Success Manager’s role is to positively impact retention and renewal rates through proactive account management. This position will ensure that maximum value is delivered with PowerSchool products and services  by quantifying the value, driving adoption, sharing best practices, answering business questions, identifying opportunities and developing strategic goals and objectives. 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.

 

Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Owns the overall relationship with the customer
  • Project Manages a portfolio of accounts in order to achieve long-term success and ensure retention of portfolio
  • Assesses and documents customer health
  • Answers, evaluates and prioritizes incoming telephone & email requests for assistance from accounts in all customer segments who may be experiencing problems with hardware, software, networking and other computer-related technologies
  • Resolve conflicts and provide solutions to customers in a timely manner
  • Builds relationships with customers to become a trusted advisor, oversee adoption of PowerSchool products and services, and promote best practices to continually drive incremental value and return on their investment
  • Periodically evaluate “big picture” themes and patterns. Assist in driving resolution cross-functionally to prevent larger issues from occurring
  • Collaborates with sales teams to ensure growth attainment and increased footprint
  • Prepares standard statistical reports, such as help desk incident reportsServe as an escalation point for issues that impact the customer’s success
  • Consults with programmers to explain software errors or to recommend changes to programs
  • May test software and hardware to evaluate ease of use and whether product will aid user in performing work
  • All other duties as assigned
Skills & Requirements

  • 3-5 years’ prior experience in a software company, preferably Software as a Service (SaaS)
  • 1-2 years’ prior experience in direct client support role
  • Proficient in Microsoft Office suite
  • Salesforce experience preferred
  • Prior CRM experience preferred
  • Gainsight experience preferred
  • Strong attention to detail and time management
  • Strong oral and written communication skills
  • Strong customer service, presentation, and conflict resolution skills
  • Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
  • Able to be successful with ambiguity and solving the client issues, working across functional lines to advocate and solve issues for the client
  • Bachelor’s degree or equivalent work experience