Customer Success Manager

Company Overview: 

At Identity Automation, we understand the unique challenges that educators, faculty, students, and even parents face. That’s why we created RapidIdentity, an identity and access management (IAM) platform, used by hundreds of school districts, colleges, and universities to provide secure and agile online access that digitally connects students to their learning environment. By putting the unique identities of both educators and students at the heart of the learning process, RapidIdentity helps academic institutions unlock their potential and provide a safer, more personalized learning experience.
About the Role: 

As our Customer Success Manager, you will be at the forefront of ensuring that our customers have an exceptional experience with our solutions. You will work closely with our clients to understand their needs and ensure that they achieve their desired outcomes. By advocating for our clients internally, collaborating with key teams and leaders, and monitoring the health of each relationship, you will drive maximum value for our customers and generate retention and upsell opportunities.

We are looking for a candidate with great communication skills who is familiar with Salesforce and Customer Success software (ChurnZero), but most importantly, someone who is passionate about delivering outstanding customer experiences

Responsibilities:

• Own the Net Revenue Retention (NRR) goals for the assigned portfolio
• Create Account Plans for key accounts; establish clear retention goals and milestones
• Build engagement and trust with clients; engage with customer executives and other influential stakeholders
• Assist customers, as needed, in navigating challenges with the solution and connected software
• Advocate internally for customers, working across the organization to solve problems and engage resources in key departments (Support, Project Management, Engineering, Marketing, and Development) to assist you
• Promote the value of the solution; upsell services and products that add value for the client
• Maintain a detailed understanding of Identity Automation’s products and services
• Identify clients excited about their solution; connect them to other clients and prospects as a reference
• All other tasks, responsibilities and duties as assigned 

Qualifications:

• Bachelor’s Degree or commensurate qualifications and experience
• 5+ years of experience in Customer Success, Sales, or Account Management; or equivalent experience serving districts in an IT capacity for a similar tenure
• Education market experience highly desired
• Experience working with an education customer base and delivering an world-class customer experience
• Demonstrated ability to communicate, present to and influence key stakeholders at all levels of an organization, including C-level executives
• Strong attention to detail with outstanding problem-solving skills
• Proficient in Microsoft and G-Suite; experience with Salesforce and CS software (i.e. ChurnZero, Gainsight, Totango) preferred
• Proven ability to develop a deep understanding of customers and products to mitigate potential concerns
• Able to manage stressful situations and multiple, competing deadlines efficiently
• Strong communicator with excellent written communication skills
• Preference given to candidates with experience with any of the following: Powerschool, Skyward, Infinite Campus, Canvas, Blackboard, Moodle and/or Schoology