Customer Success Manager

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Customer Success Manager

WHAT WE SEEK

The Customer Success Manager (CSM) will work closely with customers to ensure a successful user experience for all stakeholders: administrators, teachers, students, and other community members. Through consistent communication and interactions, the CSM will identify customer needs, guide the development of customer implementation goals, and facilitate regular check-ins to gauge progress and needs. The CSM will provide customer feedback to and work closely with other Carnegie Learning departments to promote and inform the development and delivery of customer-centered products and services.

Currently residing within one of these states within the territory: Alabama, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Kentucky, Maine, Maryland, Massachusetts, Michigan, Mississippi, New Hampshire, New Jersey, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Vermont, Virginia, West Virginia, Wisconsin

WHAT YOUR DAY WILL LOOK LIKE

• Establish and maintain a key partnership team for each account to ensure a successful implementation and user experience with Carnegie Learning products.

• Facilitate customer on-boarding, including the development of implementation goals and related action plans.

• Manage the delivery of Carnegie Learning products in alignment with implementation goals and action plans.

• Proactively identify customer needs and prescribe additional action items and resources to ensure continued and sustainable use of the product and services.

• Analyze customer usage metrics to track product implementation, success and progress towards implementation goals.

• Schedule and facilitate regular status meetings with the key partnership team to share data, review implementation progress and identify next steps.

• Communicate regularly with key stakeholders and remain informed of national and local trends in education and funding to influence product renewals and expansions.

• Maintain complete and accurate profiles of designated customers.

• Develop and use collaborative relationships across all internal departments to represent the customer perspective and influence the development of customer-centered products and processes that ensure intuitive and appropriate user experiences.

• Facilitate internal conversations with customer teams to maintain collaboration across all customer-facing services and ensure overall alignment to customer needs.

• Support the sales team in pre-sales activities, including managing pilot opportunities, to ensure customers have the necessary and appropriate resources and experiences to inform their decisions.

• Guide the implementation of Carnegie Learnings pilot process to ensure all piloting accounts are provided with a seamless experience with Carnegie Learning products and services that are aligned to identified needs.

• Perform other duties as designed.

• This position requires up to 50% travel.

WHAT SHOULD BE IN YOUR BACKPACK

• Bachelors degree in Education or related field

• Masters degree in Education Administration, Business, or related field (preferred)

• Five (5) or more years of experience as an Education Administrator, Customer Success Manager, or similar role

• Currently residing within one of these states within the territory: Alabama, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Kentucky, Maine, Maryland, Massachusetts, Michigan, Mississippi, New Hampshire, New Jersey, North Carolina, Ohio, Pennsylvania,  South Carolina, Tennessee, Vermont, Virginia, West Virginia, Wisconsin

• Understanding of K-12 district and school technology, including LMS, SIS, and use of digital curricular applications

• Exceptional ability to efficiently build and maintain trusting relationships with customers

• High attention to detail, solution-oriented mindset, and ability to advocate for our customer

• Professional presence and demonstrated ability to present to stakeholders at multiple levels including senior leadership

• Highly organized with strong planning and time management skills

• Excellent interpersonal skills, ability to communicate professionally, persuasively, and confidentially over phone, e-mail and in-person

• Capable of navigating and mediating conflict while being able to foster honest dialog

 

WHAT GIVES US PURPOSE

Others teach what; we teach why. For over 25 years, Carnegie Learning has developed solutions that help students achieve Aha moments and set them up for long-term learning success. We’re driven to find new, better ways to support teachers and reach more students, so we put our leading cognitive science research and real-world insights into solutions for how students think, learn, and do their best. This is a key part of our commitment to helping teachers spark student curiosity.  As a Carnegie Learning team member, you’ll work alongside a team of passionate individuals dedicated to making a real difference in the lives of students and educators. 

 

WHAT WE PROVIDE

 

 

• Holistic Wellbeing
  • An inclusive range of Health Insurance options
  • Short-Term and Long-Term Disability Insurance at no cost to you
• Fostering Joy
  • Flexible work arrangements with our Work From Anywhere Policy
  • Your Time, Your Way - paid time off that you can use as you see fit to recharge and nurture your personal life
• Empowering Parenthood 
  • Paid Parental Leave 
  • Reduced working hours on full pay for soon-to-be and new parents
  • Free access to CL products for employees and their children
• A Place for Connection
  • Quarterly Wellness Incentives
  • Monthly employee activities + recognition program
  • Employee Allyship Groups (EAGs)

 

 

WHAT WE BELIEVE

We celebrate the unique attributes, characteristics, and perspectives that define each person's individuality. This fusion of perspectives enriches our collective knowledge, fosters innovation, and empowers us all. Together, we can collectively and more effectively address issues that face our business and industry. If our commitment to building an inclusive workplace resonates with you, we invite you to join our mission and welcome you to apply with us. Carnegie Learning is an Equal Opportunity Employer, including veterans and individuals with disabilities.

 

Bachelor's degree in Education or related field; 5+ years experience as Education Administrator, Customer Success Manager, or similar; reside in listed states; understanding of K-12 technology; up to 50% travel.

Key Responsibilities

• managing customer relationships
• facilitating onboarding
• analyzing usage metrics

Skills & Tools

LMS, SIS

Job Details

• Category: Customer Service
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — Alabama or Connecticut or Delaware or Florida or Georgia or Illinois or Indiana or Kentucky or Maine or Maryland or Massachusetts or Michigan or Mississippi or New Hampshire or New Jersey or North Carolina or Ohio or Pennsylvania or South Carolina or Tennessee or Vermont or Virginia or West Virginia or Wisconsin
• Salary: USD 75,000 – 85,000 / year
• Languages: English

Benefits

• Generous paid time off
• Generous parental leave

About Carnegie Learning

A company developing K-12 educational solutions based on cognitive science research. — Industry: Education