Client Success Manager Summary
Our Client Success Managers (CSMs) work with our school partners to build and foster strong relationships. CSMs ensure partner schools are set up for success and see the value in Edrolo's products. As a CSM you will work with schools throughout the school year; from setting them up with specific school strategies and training, checking in and maintaining good usage, and confirming their intention to renew their subscriptions at the end of the school year.
Summary of responsibilities Own overall relationship with assigned client schools to drive best practices, which includes; Providing high levels of customer satisfactionManaging school on-boarding and the implementation process to ensure clients are set up for success Facilitating teacher and student professional development sessions and workshopsMeeting annual retention targetsProvide data and analysis to school executive teams to demonstrate Edrolo's impactInnovate new ways to engage with clients to maximise their usage and engagement with EdroloProactively and reactively liaise with key school contacts and teachers, ensuring all school engagement and information is recorded in our CRM databaseAnalyse and maintain school engagement metrics to identify risks and opportunities in client portfolio, identifying and building churn mitigation strategies Collaborate effectively with other teams across the company including our broader Client, Platform, Client Support, Marketing and Content Production Teams to provide the critical voice of customer feedback, identify areas for improvement, and share best practices from your Client portfolioHelp ensure the safety of our workplace by following all Workplace Health and Safety policies and guidelinesOther responsibilities as deemed appropriate from time to time. Required skills and attributes Proven experience as a Customer Success Manager or similar roleAbility to pivot and differentiate strategies according to individual client needs and requestsCustomer-first mindsetStrong influencing and rapport-building skillsStrong verbal and written communication skillsAction-oriented and goal-drivenStrong prioritisation and organisational skills, with the ability to adjust prioritiesProactive and self-motivatedGrowth mindset and orientation towards continuous improvement and learningSaaS experience preferred Classification This role is classified as award-free. This classification may be varied as appropriate.
Variability The responsibilities outlined and work standards referenced within this Position Description may vary in line with changing business and operational requirements.
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