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Head of Customer Success Apply to This Job

Company: ExecuNet
Location: Mount Vernon
Posted on: April 1, 2021

Job Description:

Remarks: The Head of Customer Success will be building a customer success function from the ground up. The role is primarily focused on building, retaining, and growing Company teachers and instructors into product champions through content, events, and other resources designed to empower the customer to use Company. You will be instrumental in creating long-lasting partnerships and is responsible for delivering ROI analysis to drive positive outcomes. In this role, you will oversee the customer onboarding process and work closely with school and district users and content partners to ensure smooth transitions and broad engagement for teachers, staff, and students.

Working closely with Sales and Marketing, this role creates customer-facing content designed to help the customer develop best practices for using and promoting Company products. Through ongoing active listening, data collection, analysis, and responsiveness to customer feedback, the Head of Customer Success acts as Company's liaison between the product teams (including content and engineering) and the customer to contribute to the product road map. The ideal candidate is obsessed with understanding our users' needs, and has a strong desire to improve the health of individuals and society at large.

The Head of Customer Success may also support Company's larger thought leadership initiatives to the fullest extent possible given Customer Success demands.

Responsibilities

  • Oversee creation of a comprehensive self-serve knowledge base of product demo videos, articles, guides, and other content to support transactional and consultative selling
  • Support sales to ensure seamless transitions, ensuring successful onboarding of new customers including acting as a bridge between the customer and engineering for any custom onboarding requirements, such as SSO and rostering
  • Conduct recurring professional development sessions to guide use of the product to the fullest extent possible, ensuring customers understand the features and use cases of Company, and how to access resources and ongoing support
  • Continually surprise and delight customers with a positive customer-centric attitude
  • Conduct virtual or on-site meetings to explore content and develop relationships that align with business goals and objectives
  • Use release notes to amplify product improvements via blogs, email, and social media, ensuring timely production of product demos and tutorial videos
  • Conduct periodic customer success surveys to ensure customers optimize use of our products and services
  • Evaluate risk management and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle
  • Identify and prioritize product/service bugs and feature requests to reflect customer needs, industry, market, and competitor trends and report to key stakeholders
  • Coordinate with districts, schools, and families to ensure timely renewals
  • Update and maintain the sales database with relevant account details
  • Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account Requirements
    • 5-8 years of customer success management experience in a Saas / edtech environment
    • Demonstrable experience using common customer success tools, including CRM, webinar, and screen recording technologies
    • Ability to communicate effectively through all channels; chat, phone, email, and video conference
    • Exceptional organizational and project management skills, with the ability to set goals and prioritize many initiatives and opportunities with minimal guidance
    • Self-awareness, strong judgement, clarity, attention to detail, organization, ability to handle ambiguity, and goal-orientation
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Keywords: ExecuNet, Mount Vernon , Head of Customer Success Apply to This Job, Other , Mount Vernon, New York

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