Customer Success Manager

Job Description

Customer Success ManagerDepartment:ServicesJob DescriptionReports to: Supervisor/ ManagerJob purposeThis 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. This position is designed to positively impact retention and renewal rates through proactive account management. This positionwill 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.Duties and ResponsibilitiesEssential duties and responsibilitiesinclude the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Owns the overall relationship with the customerProject Manages a portfolio of accounts in order to achieve long-term success and ensure retention of portfolioAssesses and documents customer healthAnswers, 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 technologiesResolve conflicts and provide solutions to customers in a timely mannerBuilds 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 investmentPeriodically evaluate big picture themes and patterns. Assist in driving resolution cross-functionally to prevent larger issues from occurringCollaborates with sales teams to ensure growth attainment and increased footprintPrepares standard statistical reports, such as help desk incident reportsServe as an escalation point for issues that impact the customer s successConsults with programmers to explain software errors or to recommend changes to programsMay test software and hardware to evaluate ease of use and whether product will aid user in performing workAll other duties as assignedSkills/ RequirementsQualificationsTo be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/ or ability required.Qualifications include:Bachelor s degree or equivalent work experience3-5 years prior experience in a software company, preferably Software as a Service (SaaS) 1-2 years prior experience in direct client support roleProficient in Microsoft Office suitePrior Salesforce, CRM, and Gainsight experience preferredStrong attention to detail and time managementStrong oral and written communication skillsStrong customer service, presentation, and conflict resolution skillsAbility to handle a heavy workload and multiple projects with frequent interruptions and schedule changesAble to be successful with ambiguity and solving the client issues, working across functional lines to advocate and solve issues for the clientAbility to maintain positive attitude and foster a collaborative and unified work environmentWilling to work in Shifts and in 24X7 work environment,

Keyskills :
saassalessoftwareeaseemailhardwareadoptionretentionconflictbusinessschedulethemesportfolio24x7