Savvas Learning Company
Associate Customer Success Manager
Edtech.com's Summary
Savvas is hiring an Associate Customer Success Manager. This role involves driving customer engagement and ensuring successful implementation of Savvas solutions by collaborating with sales, marketing, and support teams, while acting as a customer advocate throughout the post-sale process.
Highlights
- Manage customer relationships and support implementation of digital and print products, as well as professional learning offerings.
- Use data and tools to monitor customer activity and drive desired outcomes.
- Collaborate with internal teams including Technical Support, Customer Service, Product Managers, and Services staff.
- Bachelor's degree or PMP certification preferred; 3+ years of relevant industry experience required.
- Excellent written and verbal communication skills with ability to explain complex processes to non-technical users.
- Proficiency in Microsoft Office, Google Suite, and both PC and Mac environments.
- Strong organizational skills to handle multiple projects and priorities simultaneously.
- Ability to travel up to 10% for internal or customer-facing engagements.
- Must be capable of lifting up to 25 lbs and maintaining reliable attendance and punctuality.
- Work independently with general supervision and solve customer issues efficiently.
Associate Customer Success Manager Full Description
Associate Customer Success Manager
Req #2130
Virtual•
United States
Job Description
Our Customer Success Organization is passionate about driving relationships with our most strategic, school district partners to achieve maximum value from their Savvas solutions. The Associate Customer Success Manager (ACSM) serves in a critical role for the Savvas customer. The ACSM applies practical knowledge of the role, obtained through education and work experience. The ACSM acts as the organizational support resource across the post-sale customer implementation journey. Through their partnering with Sales, Marketing, Operations, and the SAVVAS Services and Support teams the ACSM ensures we deliver a positive customer experience throughout the implementation. The primary objective of an effective ACSM utilizes proactive communication to ensure the customer remains focused on product implementation. The ACSM accomplishes this by removing obstacles and distractions and increasing engagement with digital product, print product, professional learning, etc. The Customer Success team supports Savvas’s most strategic customers and the ACSM will primarily support customers in a given market, selected by the Director of Customer Success.
Scope and Impact
- Works independently with general supervision.
- Embraces difficult but not complex situations, to ensure internal and external customer satisfaction.
- May influence others within the job area through explanation of facts, policies and practices.
- Execute engagement strategy with customers to deepen usage and implementation fidelity through the use of pre-built resources and tools.
- Utilize data and innovative tools for monitoring customer activities, communicating effectively, and drive expected outcomes.
- Act as a strong customer advocate across all areas of the business — product, development, marketing, sales, and services.
- Develop and maintain strong working relationships with Technical Support, Customer Service, Product Managers, and Services personnel.
- Monitor customer account activity to ensure assigned accounts have positive customer experiences and achieve desired outcomes with SAVVAS products and services.
Required Knowledge and Experience
Education and Experience
- Bachelor’s degree or PMP certification preferred.
- 3+ years of related industry experience; Sales, technical support, customer service experience, military service, school district experience, or related educational experience.
Knowledge and Skills
- Excellent written and verbal communication skills.
- An ability to diagnose common customer needs and issues and seek support for an efficient solution.
- Locate and provide clear instructions for complex processes or systems to ensure understanding by non-technical users.
- A high level of organization, be self-directed, and process-orientated with the ability to monitor the status of multiple projects simultaneously.
- An attitude of adaptability in an evolving climate.
- Proficient Microsoft Office, Google Suite, and PC/Mac experience.
- Aptitude for collaborating with colleagues via face to face, conference calls, and online meetings.
Other Skills
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- This person must be able to sit or stand at a personal computer for a reasonable length of time typing and reading as well as when presenting
- Ability to handle a high volume of work in a short period of time, handle multiple priorities simultaneously and operate in a demanding work environment is important.
- Reliable attendance and punctuality is critical to successful performance in this role.
- Ability to lift 25 lbs.
- Must be able to travel 10% of the time, as there is an occasional need for internal or customer-facing travel.
Job Details
Job Family
AIP Eligible
Pay Type
Salary
Travel Required
No
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