Senior Associate Customer Success Manager

 

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 and renewal rates of portfolio
Accelerate the contract renewal process and ensure customer satisfaction
Lead discussions around forecasting and customer health with internal stakeholders
Accurately maintain a forecast of renewals and a dashboard of customer status
Answers, 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 technologies
Resolve conflicts and provide solutions to customers in a timely manner
Builds 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 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
All other duties as assigned

Qualifications include:

Bachelors degree or equivalent work experienced
3 years prior experience in renewals, account management, customer success, or sales in a software company, preferably Software as a Service (SaaS)
1-2 years prior experience in direct client support role
Strong negotiation and interpersonal skills
Must thrive in a fast-paced, ever-changing environment
Articulate communication skills with the ability to drive a phone conversation
Ability to effectively prioritize and escalate customer issues as required
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