- Professional
- Ufficio in Lexington
Location: onsite in Lexington, KY or Idaho Falls, ID.
We are seeking a new Customer Success Manager to join us on our mission to help educators help students help the world. The Customer Success Manager (CSM) role supports the teacher experience. The CSM solves problems for teachers and ensures they are set up for success.
This role is for a hard-working, self-starter, with excellent communication skills. The CSM works to improve the teacher experience, is obsessed with learning and sharing learnings, is persistent and perceptive, collaborative and kind, detail-oriented and diligent, strategic, has a strong work ethic, and is someone who enjoys the value of having fun along the way!
As a CSM in the Career Technical Education (CTE) division of Stukent, your ultimate goal is teacher retention and upselling products. This is achieved through developing relationships with teachers by leading onboarding, training calls, tracking usage, owning the renewal process, and solving teacher issues as they arise throughout the year.
Essential Duties and Responsibilities
- Own and increase the number of participating schools in your region by helping your teachers be as successful as possible with the Stukent CTE resources
- Conduct video calls to onboard, train teachers, and respond promptly and professionally when they have questions or issues
- Demonstrate excellent communication skills, both written and verbal
- Regularly schedule and hold onboarding trainings and demonstrations
- Outreach regularly to existing teachers to manage their success with our products
- Learn and become a Stukent CTE product expert
- Conduct renewal calls to determine the likelihood of a renewal, and any opportunities for upselling on additional products
- Prepare and send price quotes for renewals
- Actively find solutions for issues, which may include working with others on the team, and cross-departmentally
Knowledge, Skills, and Abilities
- At least 2 years of experience in sales or customer relationship management, preferred
- Bachelor’s degree, preferred
- Classroom experience, preferred
- Ability to patiently escalate customer situations
- Ability to provide world-class service
- Strong computer and technical literacy skills
- Advanced communication skills, both written and verbal
- Proficient typing skills
- Proficiency in Microsoft Office and Google Drive
- Experience with Customer Relationship Management tools, preferred
- Excellent organizational skills
- Ability to handle multiple channels of customer requests simultaneously
