SummaryOur 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 responsibilitiesOwn 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 successFacilitating 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, spend and engagement with EdroloCreate strategy engagement plans for the top value clients.Proactively 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 strategiesCollaborate 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 attributesProven experience as a Customer Success Manager or experience in EdTech sectorAbility to pivot and differentiate strategies according to individual client needs and requestsCustomer-first mindsetAbility to manage many conflicting prioritiesStrong 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 preferredClassificationThis role is classified as award-free. This classification may be varied as appropriate.
VariabilityThe responsibilities outlined and work standards referenced within this Position Description may vary in line with changing business and operational requirements.
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