Manager, Customer Experience

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 225 employees, with offices in New Orleans, Lafayette, and San Jose, Costa Rica.

We are a fast-growing and established EdTech company rooted strongly 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 Manager of Customer Experience to join our Customer Experience (Positive Classroom) team. The role reports to the Vice President, Customer Experience (Positive Classroom).

The Manager, Customer Experience is responsible for the full set of customer experience activities including implementation, ongoing adoption, advocacy, retention, and outcomes/ROI (e.g., renewals, up-sell, cross-sell, etc.). The Manager, Customer Experience is hyper-focused on helping to grow Customer Experience team members, systems, and processes across the Positive Classroom product lines of SchoolMint, supporting and improving SchoolMint’s Strategic Enrollment Management (SEM) vision and leadership. This individual has repeatedly and effectively demonstrated experience and effectiveness in leading strategic customer and business scaling initiatives. 

The Manager, Customer Experience also plays an integral role in building capabilities and providing ongoing growth and development for their team, strengthening partnerships across the company, and identifying and implementing opportunities for increased operational efficiencies. As a customer-facing leader, the individual is adept at making strategic business decisions, managing escalations quickly and effectively, and communicating proactively with internal and external stakeholders.

What You'll Do:

• Manage, grow, professionally develop, and mentor an existing Customer Experience team.
• Achieve the CS P&L for assigned customers and/or regions; Enable and accelerate profitable revenue growth through:
• Increasing renewal rates and reducing churn, driving higher gross retention;
• Increasing cross-sell and upsell opportunities, driving higher net retention;
• Influencing future lifetime value through higher product adoption, customer satisfaction, and overall health scores;
• Driving new business growth through greater customer advocacy and reference-ability.
• Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
• Drive new business growth through greater advocacy and reference-ability
• Build and lead a world-class team:
• Recruit and develop a high-performing team
• Foster collaboration within the Cx teams and across customers
• Drive operational practices to manage resource and track the performance of teams and individuals
• Drive continuous improvement and champion positive change to implement industry best practices, strategies, and processes
• Partner with the Engineering, Product, Marketing, and Sales to ensure positive customer outcomes
• Seamlessly deliver multiple projects and initiatives simultaneously
• Work closely with the Sales teams to develop successful strategies and customer growth plans
• Develop and nurture long-term relationships with high-yield customers
• Contribute thought leadership and best practice, both internally and externally, around operational efficiencies. Collect feedback to provide our Development organization with product enhancement information
• Ensure customer issues are resolved quickly, leveraging resources from across SchoolMint as needed
• Manage operational workflows for renewals, customer satisfaction, and premier support engagement
• Provide executive project oversight and customer communication
• Hire world-class talent and manage performance to ensure career growth opportunities
• Maintain, develop, and execute key performance metrics to ensure high customer satisfaction and low attrition rates
• Other responsibilities as assigned by management, from time to time.
• Travel possibly required up to 15%
•  

About You:

• 5+ years of experience in customer success and account management with proven experience in building and leading a Customer Success team
• Experience overseeing a department-level P&L and revenue goal is a plus
• Enthusiastic and inspiring people management skills
• Excellent project management, organization, and communication skills
• Data-driven with deep experience in business analytics
• Highly tactical with thoughtful action to drive high-performance results
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity

Even Better:

• Associate Project Manager, PMP®, or similar certification
• Prior experience with SchoolMint Products, particularly Positive Classroom products, is a significant plus
• Master’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 Day, and Company Observed Holidays
• 401k (with a 90-day waiting period)
• Flexible Spending Account (FSA) and Dependent Care Account (DCA)
• Educational Assistance Program
• Conferences and Meet-ups