Customer Success Manager

Job Description

Partner Success Specialist

The Partner Success Specialist serves as the central point of contact for educators utilizing a number of Firm products and services,

supporting a greater number of small implementations. The Partner Success Specialist provides pro-active implementation support for their assigned

implementations, utilizing efficiency tools to impact large numbers of educators with planned outreach. The Partner Success Specialist is also responsible

for providing responsive service to educators in need of assistance with various aspects of their program implementation. The Partner Success Specialist

partners with internal team members to provide best-in-class service to our educators.

Location: We are seeking to hire a candidate who will work in Bangalore, and will support United States business hours.

The impact you'll have:

Utilize account support plans, efficiency tools, and processes to provide a stellar educator support experience, including on-going proactive

communication and timely responsiveness to evolving educator needs to ensure strong implementations

Consistently use outlined tools and processes to ensure your assigned educator accounts are set-up for successful implementation from the start,

partnering with internal team members to efficiently and effectively onboard all accounts within expected timeframe and establish a clear plan for

implementing the program

Utilize implementation health data to identify areas of concern within implementations and address those areas of concern with both internal team

members and educators

Make effective use of efficiency tools and processes to guide educators in analyzing student performance and growth data in the i-Ready Connect

platform

Demonstrate a basic level of proficiency in manipulating i-Ready Assessment and Instruction data in Excel to assist educators in better understanding

their implementation success

Fulfill ad hoc reporting needs in support of specific implementation requests, as needed based on territory requirements

Help secure renewals of your assigned accounts through the development of strong relationships with key decision makers and providing high-

quality service for educators

Identify potential opportunities for product expansion within existing implementations, partnering with sales team members to further expand our

impact in these accounts

Support territory pilot strategy with new and existing users to achieve a strong conversion rate

Incorporate our company Diversity, Equity, and Inclusion messaging in internal and educator-facing conversations

Who we're looking for:

You have an Associate's Degree or equivalent experience

You have 1 year or more experience in customer service, sales, or teaching (or a combination)

You have a combination of education and experience that proves competency in the requirements of the role

You are proficient with Programs and Applications like Outlook, , Microsoft Office Suite products (Word, Excel, PowerPoint,

MS365)

You have strong listening and communication skills – both oral and written

You have strong interpersonal and customer centric skills – build trust and dependability

You are an ongoing learner – able to learn and incorporate new and complex concepts quickly

You are results oriented – follow through to complete assignments , a self-starter, and able to work independently, with some direction and

collaboratively, in a team environment

You possess a high attention to detail and ability to follow complicated directions

You are effective decision making, ownership, and accountability, and able to handle ambiguity and favorably navigate stressful situations and

pressing deadlines

You demonstrate integrity, ethical standards, and a professional demeanor

You employ strong organizational and time management skills, along with the ability to prioritize tasks based on importance

You feel comfortable in a fast-paced environment

You exhibit excellent problem solving and analytical capability

Preferred, but not required:

Bachelor's Degree in Education or Marketing/Business

2 years or more experience in customer success, sales, or teaching (or a combination)

Previous experience as a K-12 Educator, in Education Sales, or in Customer Management

Previous experience supporting customers via virtual meetings in the United States