Job Summary:
The Enterprise Customer Success Manager (CSM) works directly with Gaggle’s largest partners in support of their student safety and wellbeing initiatives. This individual will collaborate with district stakeholders from initial implementation through the renewal process by guiding them on how to best achieve their desired goals. They will manage their assigned accounts proactively, utilizing customer health data to identify both opportunities to expand Gaggle’s work as well as risk within their assigned accounts. Additionally, the Enterprise CSM will use well-defined systems and processes to deliver relevant and meaningful content to various personae within their assigned accounts, ensure client feedback is properly incorporated into Gaggle’s roadmap, provide excellent service and support, and work collaboratively with other teams across the company as needed to ensure customer health and retention.
This position reports to the Director of Customer Success.
Responsibilities:
- Renewals Management
- Work with your assigned customers to craft and secure renewal agreements that align with district needs and increase Gaggle’s ability to positively impact student safety/well-being.
- Understand the budgeting process within your assigned account base including: which departments need to be involved, timelines for completing purchases, and potential roadblocks that impact their likelihood to renew.
- Provide accurate visibility into the forecast for your assigned renewable book of business.
- Use Salesforce to create and send renewal quotes/agreements to your assigned customer base.
- Customer Management
- Establish success plans with customers based on consultative conversations that are tied to desired goals for both the district as well as the stakeholders you support.
- Build/maintain relationships with customers by establishing a strong partnership. Having relationships with multiple stakeholders in your assigned accounts is a necessity.
- Serve as the first point of contact for assigned strategic accounts and work with sales, professional development, and implementation to proactively address client needs.
- Provide Gaggle’s teams with analysis of client needs, as well as our own areas to improve so we can deliver added value through our product and support.
- Customer Engagement
- Drive product adoption by analyzing data on a regular basis to ensure all services are being utilized in a manner that aligns with district goals.
- Hold regular conversations with assigned customers to discuss ways they can recognize further value from their relationship with Gaggle. This includes providing recommendations on how to make better use of Gaggle tools, sharing best practices observed while working with other districts, and educating customers on newly released functionality.
- Coordinate and deliver Gaggle professional development sessions for assigned customers to ensure end-users integrate Gaggle into their student safety/wellbeing workflows.
- Work with Technical Support and Product teams to identify, track, and analyze potential issues that may impact retention and work with the team to formulate a resolution plan for all escalated issues.
Requirements:
- At least 7 years of experience in the area of customer success, managing strategic and Enterprise-level accounts
- Practiced in managing large-scale implementations
- Exceptional at listening and using consultative skills to build trust and relationships across multiple roles in a large school district, including superintendent and assistant superintendent levels
- Demonstrated ability to bridge communication gaps and facilitate meaningful interactions to unify departments within a district
- Established skills in providing confident direction and managing pushback to achieve successful outcomes for clients
- Track record of working with districts to develop and implement district-wide training on purchased services for stakeholders at all levels
- Has a positive perspective and is capable of managing difficult or complex situations with calm and poise
- Knowledge about current educational climate, understanding of the day-to-day operations of schools, and familiarity with current district needs
- Proven ability to thrive in a team-based organization
- A large amount of day-to-day work is done independently, so strong organization and time management skills are a must
- Ability to travel
Preferred Qualifications:
- Experience interfacing with partners across district departments
- Bachelor’s degree
- Experience in the K-12 Education field
- Proficiency with Salesforce
Additional Information:
- This is a work-from-home position; a reliable high-speed connection and a comfortable, private dedicated work area will be essential for this role’s success
Salary Range and Benefits:
- Please apply to this posting in order to learn more about the starting salary range and benefit options.