Job Description

POSITION OVERVIEW:

We believe that Customer Success is all about understanding your customers’ desired outcomes and working with them to ensure they experience the most value possible along the way. As a Regional Customer Success Manager (CSM) at Nearpod, you are a part of the teacher and administrator journey through onboarding and renewal. The goal is to not only retain your customers, but to ensure that they have an exceptional experience with our platform that drives successful student learning outcomes. This role manages a variety of different books of business at the school level based on the needs of the Territory.  You will step in to manage a variety of books of business throughout the year. As our growth skyrockets, the need to assist fellow CSMS and customers is essential. In this role you will step in when a book of business needs another set of hands to help ensure we’re providing the optimal customer experience. We are looking for you to be an expert multi-tasker to manage multiple priorities.

OUR IDEAL CANDIDATE

• Assist in onboarding new customers to help them to be set up for success and drive adoption.

• Initiate renewal conversations with existing clients and drive renewals to close.

• Answer customer communications and assist them in solving complex issues collaborating cross-functionally if necessary.  

• Manage relationships with administrators and teachers using Nearpod and/or Flocabulary to guarantee that they are achieving their desired outcomes.

• Manage expansion sales process through qualification, needs analysis, product demonstration, negotiation and close sale

• Continuously self-educate about Nearpod’s products and solutions and the K-12 competitive landscape. 

• Actively seeks to understand change and incorporate new processes and systems quickly and effectively

Qualifications

REQUIRED SKILLS & EXPERIENCE

• You are flexible and adaptive.  You thrive in an environment where everyday is different and appreciate being able to work with different types of customers and territories.

•  You are able to operate in a highly efficient manner by balancing a high volume of inbound requests with proactive outbound activities

• You are a fast learner, you like learning new software and techniques and have a technical aptitude.

• You are detail oriented and organized; You are great at documenting customer interactions with efficiency and preciseness

• You are driven to exceed customer expectations

• You’ve worked in a company doing Customer Success or similar customer-facing role

• You have a background in Education and/or with SaaS companies

Customer Success Managers at Nearpod are brought in at Associate CSM, CSM, and Senior CSM levels commensurate with experience.  The level you are hired at will be determined by the interview and recruiting process. The job description is based on your book of business. Your title is based on your experience and background.

Additional Information

EMPLOYMENT REQUIREMENTS: Must be authorized to work in the U.S. without restrictions We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.