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Enterprise Customer Success Manager

Entry Level

PowerSchool | Success

This position, under the general direction of the manager, serves as the identified PowerSchool Customer success
manager who provides dynamic customer support for our award-winning HigherEd software and systems, a.k.a
PeopleAdmin. 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 customers. This position is designed to positively impact retention and
renewal rates through proactive account management. This position will ensure that maximum value is delivered
with PeopleAdmin 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
• Resolve conflicts and provide solutions to customers in a timely manner
• Builds relationships with customers to become a trusted advisor, oversee adoption of PeopleAdmin 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 reports
• Serve as an escalation point for issues that impact the customer’s success
• All other duties as assigned

Skills & Requirements

Qualifications include:

• Bachelor’s degree or equivalent work experience
• 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
• Prior Salesforce, CRM, and 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