Edtech.com's Summary

PowerSchool is hiring a Senior Customer Success Manager. The role works with PowerSchool's K-12 software customers to help them reach their intended outcomes with the products, through adoption planning, regular business reviews, and renewal strategy. The manager acts as the customer's advocate inside the company and collaborates with Sales, Support, Professional Services, and Product to keep accounts healthy and growing.

Highlights

Build trusted-advisor relationships with customers and help them get full adoption and value from PowerSchool products.
Create tailored Success Plans for strategic customers that align their goals with PowerSchool's solutions.
Run regular executive business reviews (EBRs) to assess relationship health, address challenges, and identify opportunities for improvement.
Work with Sales, Support, Professional Services, and Product to deliver value, and lead internal discussions to reduce risk to the customer relationship.
Plan renewal strategy with the account team, forecast customer health and risk of attrition, and partner with sales to grow the customer's footprint.
Bring customer insights and feedback back to the company to improve PowerSchool's products and services.
Five or more years of relevant experience and a bachelor's degree or equivalent experience, with strong negotiation, phone communication, and conflict resolution skills.
Prior experience with Salesforce, CRM, and Gainsight is preferred, along with the ability to lead customer-facing meetings and manage multiple customer relationships at once.
Remote position within the United States, with regular travel to customer sites for onsite meetings preferred.

Senior Customer Success Manager Full Description

Overview:

About PowerSchool

At PowerSchool, we power education for students around the world. As the global leader in cloud-based K-12 software, we support the full education ecosystem—from the central office to the classroom to the home. Joining PowerSchool means being part of a mission-driven team that is transforming K-12 education by helping schools operate more effectively and deliver better outcomes for educators, students, and families.

Team Overview

Our Success team ensures our partners in educational technology achieve their desired outcomes, serving as champions of our customers' needs. Through collaboration, strong relationships, and advocacy, the Success team positively impacts customer retention through proactive engagement and delivering excellence to our customers. Responsibilities:

Description

The Customer Success team focuses on ensuring customers achieve their desired outcomes with our products through satisfaction, retention, and growth.

Your day-to-day job will consist of:

Cultivate and nurture strong relationships with customers, serving as the trusted advisor in their journey with PowerSchool
Collaborate with customers to maximize the adoption and utilization of PowerSchool products, ensuring they derive maximum value from our solutions
Develop and implement tailored Success Plans for strategic customers, aligning their goals with PowerSchool's solutions to drive mutual success
Conduct regular EBRs to review overall relationship health, address challenges, and identify opportunities for enhancement.
Work closely with internal teams, including Sales, Support, Professional Services, and Product to ensure value delivery for customers.
Proactively lead discussions with internal stakeholders to mitigate risk and improve the overall health of the customer relationship.
Act as a customer advocate within PowerSchool, providing insights and feedback to contribute to the continuous improvement of our products and services.
Strategize on renewals working closely with the rest of the Account Team
Effectively forecast customer health and risk of attrition.
Collaborate with sales teams to ensure growth attainment and increased footprint

Qualifications:

Minimum Qualifications

Minimum of 5+ years of relevant work experience.
Bachelor’s degree or equivalent, or equivalent years of relevant work experience.
Additional experience may be substitute for an advanced degree.
Strong negotiation and interpersonal skills
Must thrive in a fast-paced, ever-changing environment
Articulate communication skills with the ability to drive a phone conversation
Ability to effectively prioritize and escalate customer issues as required
Proficient in Office 365
Strong attention to detail and time management
Strong oral and written communication skills
Strong customer service, presentation, and conflict resolution skills
Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
Able to be successful with ambiguity and solving the client issues, working across functional lines to advocate and solve issues for the clien

Preferrence

Prior Salesforce or LIghtning, CRM, and Gainsight experience
Proven ability to manage multiple customer relationships, priorities, and commitments simultaneously.
Strong presentation, facilitation, and executive communication skills, including leading customer-facing meetings.
Demonstrated ability to identify risk, solve complex customer issues, and drive action through resolution.
Ability and willingness to travel regularly for onsite customer meetings, strategic engagements, and relationship building

Compensation & Benefits:
Compensation & Benefits
Along with our highly market competitive base compensation, PowerSchool offers the following benefits:

Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance and AD&D)
Flexible Spending Accounts and Health Savings Accounts
Short-Term Disability and Long-Term Disability
Comprehensive 401(k) plan
Generous Parental Leave
Unrestricted paid time off (known as Discretionary Time Off - DTO)
Wellness Program, including ClassPass & Employee Assistance Program
Tuition Reimbursement
Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program and Prepaid Legal coverage

EEO Commitment:

EEO Commitment

PowerSchool is committed to a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce, we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing [email protected].

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Senior Customer Success Manager

Edtech.com's Summary

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