Customer Experience Manager

Customer Experience Manager 

Company Description

SchoolMint is a leader in the K-12 Ed-tech space offering best-in-class SaaS solutions centered on Strategic Enrollment Management. Driven by our mission to help educators create bright, more sustainable futures, SchoolMint provides solutions that help K-12 districts and schools attract and enroll more students and families, and retain them for years to come. SchoolMint is a global organization with approximately 200 employees, with offices in Lafayette, LA, San Jose, Costa Rica, and Athens, Greece.

We are a fast-growing and established EdTech company rooted in our core values: No Jerks, Period; We, Not Me; Be Heroic; Bring Your Whole Self to Work; Embrace and Drive Change. We take these values seriously and use them as the foundation of everything we do. SchoolMint is dedicated to delighting our customers with award-winning products and top-notch customer service.

Job Description

SchoolMint is actively looking for a Customer Experience Manager to join our Customer Experience team. The role reports to the Manager of Customer Experience.

The Customer Experience Manager will join the Customer Experience team in executing SchoolMint’s Customer Experience and Partnership Development strategies in order to meet customer needs, increase customer usage of and capacity in SchoolMint’s SEM products, ensure high rates of gross and net customer renewal (>95%, or as specifically set by management from time-to-time), drive customer referrals, and grow SchoolMint’s market share.

The Customer Experience Manager does not have HR responsibilities, but is an experienced member of the Customer Experience team entrusted to work with our key accounts and deliver positive customer outcomes.

What You’ll Be Doing

• Manage and deepen relationships with a portfolio of K-12 customers, drive renewals, reduce churn, and increase customer satisfaction
• Lead annual retrospectives sharing compelling data around usage and growth and identifying actionable feedback
• Proactively understand customers’ needs and ensure they maximize engagement with their SchoolMint solution(s) by growing customer product usage and up-selling new features and related SEM offerings
• Work with customers to understand their strategic enrollment process and project goals, translate that process into a configuration plan for the SchoolMint software, and assist customers to successfully reach each milestone
• Support annual critical milestones from updating applications to refining processes to working with internal data and technical resources to update student data.
• Monitor customer health through data analysis of product use, support inquiries, NPS scoring, and other health criteria
• Drive new business growth through advocacy and referrals
• Promote optimal product usage behaviors as guided by defined benchmarks of success for both frequency and depth of product interaction
• Create, own, and execute key stakeholder trainings through product knowledge
• Collect and manage product feedback from customers to share with our product team and participate in conversations advocating for an improved customer experience
• Collaborate with team members across Support, Professional Services, Customer Experience, Onboarding, Product, and Engineering as needed to resolve issues and deliver great customer experiences.
• Contribute to team initiatives, including the creation of knowledge, processes and tools to improve the efficiency and productivity of SchoolMint customer success
• Collaborate with peers on best practice sharing and solutions
• Travel possibly required up to 25%

About You:

• 3-5 years of experience in account management or CS roles at SaaS technology companies
• Repeatedly demonstrated experience driving the adoption of technology/SaaS solutions
• Passion for improving education
• Strong communication, presentation and negotiation skills, with the ability to inspire others
• Analytical and process-oriented mindset
• Demonstrated ability to manage large, multi-stakeholder projects with exceptional results
• Self-driven, persistent, and assertive
• Enthusiastic lifelong learner
• Strong empathy for customers and passion for revenue and growth
• Excellent organizational and time management skills
• Technical aptitude with a solid understanding of technology and how a product works

Even Better:

• Associate Project Manager, PMP®, or similar certification
• Prior experience with Strategic Enrollment Management (SEM) and/or SchoolMint Products is a significant plus
• Bachelor's degree
• Subject matter expertise in education technology
• Salesforce, Totango, and/or similar CRM and Customer Success platform experience
• Significant fluency in Spanish (read, write, speak) or other languages is a plus!

Some Awesome Perks:

• Medical, Dental, and Vision Insurance
• Employee Paid Life Insurance, Short Term & Long Term Disability
• PTO (15 days), Sick Days (5 days), Birthday Floating Holiday, Wellness Floating Holidays (6 days), Volunteer Days, Company Observed Holidays (~10 days), and Winter Recess
• 401(K) (with a 90-day waiting period)
• Professional Development
• Flexible Spending Account (FSA) and Dependent Care Account (DCA)
• Educational Assistance Program