Fast Facts
The Associate Customer Success Manager will enhance the customer experience for Savvas solutions by fostering relationships with school districts, ensuring successful product implementations and engagement.
Responsibilities: Key responsibilities include onboarding services, customer training, product support, and driving subscription renewals for SA&A products while collaborating with cross-functional teams.
Skills: Candidates should possess strong communication skills, experience in customer service or sales, and proficiency in using Microsoft Office and Google Suite.
Qualifications: A Bachelor’s degree and relevant experience in customer service, sales, educational settings, or technical support is preferred.
Location: The role is located in the United States, with up to 10% travel required for internal and customer-facing engagements.
Compensation: Not provided by employer. Typical compensation ranges for this position are between $50,000 - $65,000.
SUMMARY
The Associate Customer Success Manager plays a vital role in supporting Savvas customers. As part of the Customer Success Organization within Sales, this position is dedicated to fostering strong relationships with school district partners to help them achieve maximum value from their Savvas solutions.
The Associate Customer Success Manager is an integral member of a team focused on onboarding and customer retention throughout the customer journey, with a strong emphasis on achieving established goals and outcomes. The primary responsibility of this role is to secure the necessary support and resources to ensure successful subscription implementations for both new and existing customers.
Working under general supervision, the Associate Customer Success Manager collaborates with sales and services teams to provide ongoing guidance to customers in areas such as onboarding, initial training, product support, data check-ins, and subscription renewals for SA&A products. Effective managers leverage proactive communication to keep customers focused on successful product implementation by removing barriers, minimizing distractions, and promoting engagement with digital tools, print materials, professional learning opportunities, and more.
This position will primarily support customers within a designated market, as assigned by the Director of Customer Success.
SCOPE AND IMPACT OF JOB
- Collaborate cross-functionally to develop and implement strategies that support successful customer implementations, successful pilot experiences, drive renewals, and promote long-term growth
- Execute targeted engagement strategies with SA&A customers to enhance product usage, ensure implementation fidelity, and leverage available resources and tools effectively.
- Utilize data analytics and customer engagement platforms to monitor customer activity, communicate proactively, and drive key outcomes aligned with customer goals.
- Serve as a dedicated advocate for SA&A customers across the organization, partnering closely with Product,
Development, Marketing, Sales, and Services teams to represent the customer perspective.
- Build and maintain productive relationships with internal teams including Technical Support, Customer
Service, Product Management, and Professional Services to coordinate support and ensure a seamless customer experience.
- Monitor the health and activity of assigned accounts to ensure customers are engaged, supported, and positioned to achieve success with Savvas SA&A products and services.
REQUIRED KNOWLEDGE AND EXPERIENCE
- Bachelor’s degree
- Related industry experience; Sales, technical support, customer service experience, military service, school district experience, or related educational experience.
- Excellent written and verbal communication skills.
- An ability to diagnose common customer needs and issues and seek support for an efficient solution.
- Locate and provide clear instructions for complex processes or systems to ensure understanding by non-technical users.
- A high level of organization, be self-directed, and process-orientated with the ability to monitor the status of multiple projects simultaneously.
- An attitude of adaptability in an evolving climate.
- Proficient Microsoft Office, Google Suite, and PC/Mac experience.
- Aptitude for collaborating with colleagues via face to face, conference calls, and online meetings.
Other Skills
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- This person must be able to sit or stand at a personal computer for a reasonable length of time typing and reading as well as when presenting
- Ability to handle a high volume of work in a short period of time, handle multiple priorities simultaneously and operate in a demanding work environment is important.
- Reliable attendance and punctuality is critical to successful performance in this role.
- Ability to lift 25 lbs.
- Must be able to travel 10% of the time, as there is an occasional need for internal or customer-facing travel.
