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Company

Original Job Post

95 Percent Group LLC · 2 days ago

Customer Success Manager

Little Ferry, NJ

Full-time

Hybrid

Mid Level

3+ years exp

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Responsibilities

Establish and lead an internal team for each assigned account to ensure and drive successful implementation and user experience with 95 Percent Group products.

Facilitate client on-boarding, including the development of implementation goals and related action plans.

Manage the cross functional delivery of 95 Percent Group products in alignment with implementation goals and action plans.

Proactively identify client needs regarding implementation gaps to prescribe and proactively communicate additional action items and resources to ensure continued and sustainable use of the product and services.

Analyze client usage metrics to track product implementation, success, and progress towards implementation goals.

Schedule and facilitate regular status meetings with the key partnership team to share data, review implementation progress and identify next steps towards reaching desired outcomes.

Communicate regularly with key client stakeholders and remain informed of national and local trends in education and funding to influence product renewals and expansions.

Maintain complete and accurate profiles of designated clients.

Develop collaborative relationships across all internal departments to represent the client perspective and influence the development of client-centered products and processes that ensure intuitive and appropriate user experiences.

Facilitate internal conversations with client teams to maintain collaboration across all client-facing services and ensure overall alignment to client needs.

Coordinate internal communication and collaboration across multiple internal teams to support the success of the customer.

Support the sales team in pre-sales and evaluation activities, including managing pilot opportunities, to ensure clients have the necessary and appropriate resources and experiences to inform their decisions.

Guide the implementation of 95 Percent Group's process to ensure all accounts are provided with a seamless experience with 95 Percent Group products and services that are aligned to identified needs.

Monitor implementation events and reflect on how that execution supports client success and desired outcome.

Communicate with internal and external key stakeholders to navigate appropriate support.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Elementary teachingLiteracy coachingK-12 district understandingClient relationship buildingStakeholder presentationConflict mediationProblem-solvingHigh attention to detailSolution-oriented mindsetProfessional presenceOutstanding interpersonal skills planningTime management advocateBuildMaintain trusting relationshipsNavigateMediate conflictFoster honest dialogCustomer Success Management

Required

Bachelor’s degree in Education or related field

Three (3) or more years of experience as an elementary teacher, literacy coach, or similar role

Understanding of K-12 district and school structure, personnel roles, and infrastructure

Exceptional ability to efficiently build and maintain trusting relationships with clients

High attention to detail, solution-oriented mindset, and ability to advocate for our client

Professional presence and demonstrated ability to present to stakeholders at multiple levels including senior leadership

Highly organized with strong planning and time management skills

Outstanding interpersonal skills, ability to communicate professionally, persuasively, and confidentially over phone, e-mail, and in-person

Capable of navigating and mediating conflict while being able to foster honest dialog

Preferred

Previous experience in a CSM role

Company

95 Percent Group LLC

95 Percent Group is an education company whose mission is to build on science to empower teachers—supplying the knowledge, resources, and support they need—to develop strong readers.

Founded in 2005

Lincolnshire, Illinois, USA

51-200 employees