Job Description

Job Summary

At PowerSchool, we are a dedicated team of innovators guided by our shared purpose of powering personalized education for students around the world. From the central office to the classroom to the home, PowerSchool supports the entire educational ecosystem as the global leader of cloud-based software for K-12 education. Our employees make it all possible, and a career with us means you’re joining a successful team committed to engaging, empowering, and improving the K-12 education experience everywhere.

Team Overview

Our Customer Experience (CX) team is on the frontline of engagement with our valued customers. The team is responsible for customer satisfaction, retention, and innovation to ensure a more personalized approach to our users' needs.

Responsibilities

Description

The Customer Success Manager holds a pivotal role at PowerSchool, championing our customers' needs. This position demands a strong sense of personal accountability, a commitment to going above and beyond, and a collaborative mindset to deliver excellence to our customers.  

Reporting to the Manager, Customer Success, the Customer Success Manager serves as the dedicated PowerSchool professional overseeing value delivery for our customer through PowerSchool’s acclaimed K-12 software solutions. We are seeking an individual who can effectively collaborate with customers and internal teams, fostering stronger relationships and driving product adoption through the initiatives such as Success Planning, Executive Business Reviews (EBRs), Impact calls. The role is strategically crafted to enhance customer retention through proactive customer engagement. As a Customer Success Manager at PowerSchool, the ideal candidate is a focused and organized self-starter capable of independent work within a collaborative team environment. 

Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Cultivate and nurture strong relationships with customers, serving as the trusted advisor in their journey with PowerSchool 

• Collaborate with customers to maximize the adoption and utilization of PowerSchool products, ensuring they derive maximum value from our solutions 

• Develop and implement tailored Success Plans for strategic customers, aligning their goals with PowerSchool's solutions to drive mutual success 

• Conduct regular EBRs to review overall relationship health, address challenges, and identify opportunities for enhancement. 

• Work closely with internal teams, including Sales, Support, Professional Services, and Product to ensure value  delivery for customers. 

• Proactively lead discussions with internal stakeholders to mitigate risk and improve the overall health of the customer relationship. 

• Act as a customer advocate within PowerSchool, providing insights and feedback to contribute to the continuous improvement of our products and services. 

• Strategize on renewals working closely with the rest of the Account Team 

• Effectively forecast customer health and risk of attrition. 

• Collaborate with sales teams to ensure growth attainment and increased footprint  

Qualifications

To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.  

Qualifications include: 

• 5 years prior experience in a Customer Success, Account Management, or technical support role  

• Exceptional communication and presentation skills 

• Attention to detail and a strong bias for action 

• Strategic thinking with the ability to align solutions to customer goals. 

• Proficient in Microsoft Office suite  

• Mastery level of delivering difficult messages when necessary  

• Salesforce experience preferred  

• Understanding of K-12 education systems and technology preferred 

• Software-as-a-service (SaaS) experience preferred 

• Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes  

Job Tags

Similar Jobs