About Us & Why We’re Hiring
At K12Insight, we’re building a world where schools and communities work better together – a world in which all perspectives are valued. We’re on a mission to help schools build stronger relationships with parents, students, and staff, making the customer experience a priority in the districts we serve. We do this through a combination of cloud-based technology and professional training that helps schools listen to their communities and provide better customer experiences, inside the classroom and out. We’re looking to expand our Client Success team with individuals who share our commitment to this vision.
As a Client Success Manager, you will manage a dedicated portfolio of school district clients where you will drive adoption and outcomes that lead to renewals, expansion, and advocacy. You will partner with our customers to deliver predictable outcomes and experiences for their stakeholders by:
Delivering and communicating ROI throughout the customer lifecycle
Being a trusted partner for the customer on use-case and product functionality
Quarterbacking experiences by various cross-functional teams at K12Insighton behalf of the customer
As a member of our dynamic team, you’ll do much of your work in the trenches, partnering with school district leaders to improve the culture of communications and decision-making in their local communities.
An uncompromising professional with a knack for managing projects, you’ll collaborate with team members to guarantee K12Insightcustomers consistently receive the highest-quality services and products.
Responsibilities
Build trust with clients, exemplifying the above-and-beyond customer experience that K12Insightis known for
Own implementation plans and support new customers throughout pre-launch and implementation phases
Ensure implementation and adoption of contracted services meets or exceeds client expectations
Prepare and conduct system admin and user trainings for new customers
Facilitate “train the trainer” sessions for clients
Support school district customers with communications and adoption
Manage portfolio-wide communications campaigns (back to school, end of year, etc.)
Conduct regular check-ins with customers to identify opportunities to deepen, improve, and expand use of products and services
Create and present reports to clients on feature usage and adoption
Manage key business metrics associated with client health, usage, retention risk, and impact of our products
Maintain consistent and accurate client information internally, including a complete record of client interactions
Advocate for customer needs to our product teams, partnering with product teams on custom work as needed
Collaborate with Client Success leadership to continuously improve overall service and solution delivery practices
Provide direct and indirect support to company-wide initiatives
Successful Client Success Managers Have
Critical and creative thinking skills, and a desire to make things better for our customers
Customer service mindset, including responsiveness, patience, accuracy, compassion, and resourcefulness
Strong sense of urgency and ownership
Strong sense of teamwork and collaboration
Strong communication and presentation skills
A desire to learn, master, and impact the future of our software products
Requirements
2-4 years’ experience in Customer Success, Client Success, implementation, account management, or a similar function within the SaaS, professional services, or ed tech space.
Experience in the education or ed tech space
Bachelors Degree in a related field
This role will service a portfolio in the Southcentral and Southeastern USA. We will consider remote candidates located anywhere in the United States.K12Insightis currently operating 100% remotely due to the COVID-19 pandemic. In the future, this role may include up to 25% travel within the assigned territory.
What We Offer
At K12Insight, we are passionate about supporting our clients and making our workplace great. Our dedicated and talented team is one of the things colleagues rave about. Here are some of the ways we care for our team.
Generous vacation policy which includes 17 days of PTO (with increasing amounts for additional years of tenure), 2 volunteer days, the entire week of December 24 - January 1, and 8 additional holidays. Oh, and shortened Fridays during the summer!
Competitive salaries with incentive pay for performance
Option of medical, dental and vision plans
Short-term disability, long-term disability and basic life insurance at no extra cost
401K retirement savings plan with company match
Excellent choice of computer equipment and a monthly cell phone plan stipend
An annual professional development budget (we believe in education!)
Trust - we're adults, no need to punch a clock or get approval to see a doctor during the workday.
K12 Insight is an equal opportunity employer. We believe diversity of backgrounds, beliefs, and experiences to be critical to our success and are passionate about creating a welcoming, supportive, and collaborative environment for all employees. All are encouraged to apply as we continue to grow a smart, hard-working, and diverse team who love working together to build something that matters. K12Insightuses E-Verify to confirm the employment eligibility of all new employees. To learn more about E-Verify, including your rights and responsibilities, please visitwww.DHS.gov/E-Verify.