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 School Customer Success Manager (CSM) at Nearpod, you are a part of the teacher and administrator journey through onboarding, nurturing, 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 school level accounts, and we are looking for you to be an expert multi-tasker to manage a high volume of customer relationships with quality. 

OUR IDEAL CANDIDATE

• Drive adoption, retention, and expansion for our valuable school customers by understanding their needs, defining success criteria, and crafting success plans to help them achieve their goals

• Create strategies to maximize renewals for the customers entrusted to your care (gross retention)

• Develop a communication cadence with customers and  monitor account health to deliver on student learning outcomes

• Anticipate customer need in accordance with closely monitored metrics; adapts strategic plans in order to achieve mutually beneficial long-term objectives and goals

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

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

• Strategize with sales, marketing and product teams throughout the onboarding, nurturing and renewal Customer Success journey

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

• Provide in-person or virtual demonstrations to current customers to explore expansion in partnership with expansion specialists

• Overcome customer objections by demonstrating negotiation skills and ability to sell benefits not features

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

Qualifications

REQUIRED SKILLS & EXPERIENCE

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

• You have strong technical skills; you like learning new software and techniques

• You convey complicated information in written and verbal communication that is simple, clear, concise, professional, and friendly

• 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.