Munetrix · 1 week ago

Customer Success Manager

United States

Full-time

Remote

Mid Level

3+ years exp

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AnalyticsAsset Management

Hiring Manager

Katie Sohacki

Insider Connection @Munetrix

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Responsibilities

“Owns” the post-sale implementation and renewal process for assigned customer accounts, both for the subscription period and the customer life cycle.

Facilitates the customer onboarding, implementation, training, customer support, renewal and expansion processes for assigned accounts.

Serves as the post-sale main point of contact for customer assigned accounts.

Provides ongoing service and support while managing customer expectations and implementing action plans where needed; resolves customer issues and develops best practices to mitigate future issues; recommends additional products and services (in partnership with sales) based on customer needs and program evaluation.

Follows the Munetrix customer implementation process and keeps records in CRM software and other platforms, up-to-date, within the prescribed timeframes.

Maintains in-depth knowledge of Munetrix products, services and processes. Stays up-to-date with ongoing product development and releases. Maintains up-to-date knowledge of industry trends.

Effectively manages expectations and timelines with internal stakeholders. Demonstrates initiative, is respectful, conducts self in a professional demeanor, and has excellent verbal and written communication skills.

Travels to client sites, conferences or other events when required, which may involve overnight travel, and dresses professionally for customer facing interactions – both virtual and in-person.

Demonstrates prudent fiscal responsibility with travel expenses to stay within budget limits and submits travel expenses for reimbursement in a timely manner.

Participates in cross-functional matrix teams, for internal projects/initiatives focusing on business growth and development of the company.

Performs other duties upon request.

Qualification

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Public educationInstructional coachingEducation leadershipAdministrationSchool counselingEducation data analyticsClient successAccount managementEducation managementTechnical product support education industryEducation policyLegislationKey assessmentsOrganizations/networksResourcesMidwest region supportProblem-solvingVerbal communicationWritten communicationPresentationMotivatedSelf-starterOrganizational skillsTime managementAdaptabilityCollaboration

Required

Bachelor’s degree in education, instructional design, education data analytics, education leadership/administration, school counseling, or similar field.

Experience in public education, instructional coaching, education leadership, administration, school counseling, education data analytics or similar.

3-5 years of customer service, training, client success or account management work experience in a software, education management, or technical product support environment is a plus.

Knowledge of the education industry, vocabulary, trending initiatives, education policy, legislation, key assessments, standards, research, organizations/networks and resources.

Highly motivated with excellent verbal and written communication, presentation and problem-solving skills.

Self-starter with strong organizational and time management skills, self-directed, and able to handle multiple priorities with demanding timelines.

Ability to adapt and work collaboratively with colleagues and staff in a fast-paced, results-driven, team-orientated environment.

Maintains the ability and availability to travel up to 2-3 nights per week with travel up to 50% to the time, which includes driving and maintaining a valid Driver’s License in state of residence with a clear driving record.

Maintains the ability to travel domestically via air if needed, including a valid current Real ID compliant Driver’s License and/or passport.

Located in the midwest region to support accounts in several states.