Customer Success Manager at eScholar LLC in Springfield, Illinois

Job Description:

Customer Service and Retention

• Serve as the first and primary point of contact for customers


• Train and onboard new clients through the prepared implementation process


• Train existing customers in new features as they are released


• Train existing customers as they assign new contacts or expand usage


• Answer all incoming communication from customers and troubleshoot any issues


• Build relationships by providing consistent value and fostering customer loyalty


• Develop relationships with key stakeholders and maintain a focus on business development from customer onboarding through renewal in joint communication with assigned Sales personnel


• Maintain a record of Service Level Agreements for all customers to ensure proper program implementation through Hubspot


• Demonstrate product to interested leads


• Travel to visit clients or attend conference/trade shows as needed to guarantee customer success


• Speak and present at trade shows and conferences as needed


• Effectively leverage customer feedback via annual Net Promoter Survey (NPS) results; follow up with all district “Detractors” and develop written mitigation plans/timeframes to address pain points


• Demonstrate specific understanding of individual district needs to determine solutions that benefit both the customer and our organization


• Organize and facilitate monthly district achievement meetings to ensure understanding of the needs of the customer’s program; drive high levels of customer satisfaction through consultative recommendations (*note: this is in lieu of the bullet point that cites “Attend regular meetings…)


• Understand and proactively communicate student outcomes and recommend mitigation strategies to effectively address


• Review district dashboard data on a weekly basis and ensure corresponding and tailored district outreach


• Consistently engage with and uncover the ‘Whys?’ behind district feedback


• Communicate all product enhancements, technological updates, and other pertinent information to districts in a timely, efficient manner


• and professionally


• Regularly monitor district attrition risks; outline and document proactive solutions to minimize/mitigate flight risks within assigned customer/district portfolio


• Manage difficult district feedback with high levels of tact/diplomacy


• Demonstrate clear understanding of all eCourse offerings and technical requirements of the program


• Demonstrate excellent verbal and written communication skills


• Demonstrate high levels of energy and urgency in all district facing and inter-departmental interactions; instill, nurture and expand collaborative partnerships within assigned district portfolio




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  Customer Growth and Expansion

  
  
  
  
  • Proactively identify customer needs and promote tailored solutions
  
  
  • Educate customers on solution value through data-informed relationship building and communication
  
  
  • Participate in customer expansion projects as assigned
  
  
  • Focus upon the overall value of each customer to consistently strengthen long-term district relationships
  
  
  • Identify, document and implement specific district revenue growth opportunities
  
  
  
  



• Cooperation with Internal Teams



• Attend regular internal meetings with staff including Instruction, Sales, Product Development, and Marketing to act as the customer representative to ensure that decisions made are customer-focused and data-informed


• Assist with customer requests to ensure messaging is consistent and timely and meets the customer’s needs