What are the responsibilities and job description for the Customer Success Manager position at PrepScholar?
What We Do
As a leading provider of online test prep and college admissions consulting, PrepScholar strives to give every student the tools they need to get into their dream college. We differentiate ourselves from other companies through educational customization — we believe that all students need customized study plans catering to their individual strengths and weaknesses. Consequently, we show dramatically better results and amazing customer satisfaction.
Your Role
We’re looking for someone who can use their superb communication skills to onboard and manage a growing number of schools and school districts as a Customer Success Manager (CSM) for the PrepScholar product suite. As a CSM, you will act as an implementation specialist, a key advisor, and account manager throughout the lifecycle of the client. This includes tasks such as the development of training plans, facilitating virtual training sessions, leading client check-ins, and establishing a client product feedback loop to help grow our product.
Additionally, the CSM will help provide client relationship troubleshooting, excellent service and support to key clients via video chat, phone, and email, and work collaboratively with other teams across the company to ensure positive customer health and retention.
Key Responsibilities
- Identify, track and analyze potential issues that may impact customer experience and work with team to formulate resolution plan for all escalated issues
- Oversee customer account management, including renewal contracts and invoices as well as communicating with the sales team about upsell/cross-sell of additional product offerings and services
- Serve as the primary point of contact for B2B customers after handoff from the sales team
- Create and document implementation plans for each B2B client and ensure the steps are completed in a timely and accurate fashion
- Manage the relationship between PrepScholar and key school and district stakeholders throughout the customer lifecycle
- Develop training materials for B2B clients and be responsible for keeping these materials up-to-date with product improvements
- Facilitate training schedules and timelines through coordination with the school or district
Minimum Qualifications
- Bachelor’s degree or above
- Strong presentation skills and ability to skillfully lead meetings in front of large groups of people at all levels/functions.
- Strong verbal and written communication skills.
- Excited to learn new skills and comfortable with self-directed learning.
- Flexible and able to work autonomously, as well as take direction as needed.
- Strong technical skills in using various web-browsers and tools including Google Suite, MS Word, and Excel.
- Positive perspective and ability to manage difficult or complex situations with calm and poise.
Preferred Qualifications
- Prior account management, customer success experience, or project management experience is a plus.
- Proven ability to thrive in a fully remote team.
- Knowledge about SAT, ACT, and the college admissions process.
- Experience as a K-12 public/charter classroom teacher, administrator, counselor, TOSA, or school-level leader.
Salary : $20 - $0