School Experience Manager (Customer Success Manager)

Vectare is a global company dedicated to reaching every learner and inspiring every educator. They are seeking a full-time School Experience Manager to take ownership of a portfolio of clients in the Americas, focusing on maintaining and growing the client base while providing excellent service and support.

Responsibilities:

• Manage healthy and robust relationships through regular engagement and communication with the portfolio; this includes onsite visits to schools and attending conferences (10% travel)
• Creatively use tools to maximize meaningful communication and client interface
• Partner with regional leads to identify further opportunities to serve client needs through regional events, building digital communities, and more
• Leverage other teams (Support, Implementation, PD, etc) to serve client needs
• Provide consultative partnerships to maximize product and service efficacy for clients
• Track and understand the health of clients within the portfolio
• Identify at-risk situations and partner with the Regional Lead or Director to address these
• Leverage relationships and communication to meet retention/renewal goals
• Identify and deploy micro-campaigns
• Discover/prospect for cross-sell/upsell opportunities that can be passed along as referrals to the Sales team
• Partner with Sales to nurture upsell/cross-sell leads

Requirements:

• Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations
• Prior experience with K-12 education, especially with educational technology, is highly valued
• Balances team and individual responsibilities; supports everyone's efforts to succeed
• Able to liaise across teams (e.g., support, tech, sales, etc.) to facilitate and achieve the correct solution for a client
• Understands or capacity to learn business implications of decisions; displays an orientation to profitability; demonstrates knowledge of the market and competition; aligns work with strategic goals
• Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values
• Develop strategies to achieve organizational goals; understand the organization's strengths and weaknesses; analyze the market and competition; identify external threats and opportunities; adapt strategies to changing conditions
• Follows instructions and responds to management direction; takes responsibility for own actions; keeps commitments; dedicated to seeing a task through to completion
• Able to organize and prioritize competing client portfolio demands, including inbound requests, outbound calls, and emails, conference follow-up, accounts receivable, internal meetings, and other tasks as they arise
• Passion and drive to succeed, going beyond what's expected, looking for growth opportunities
• Excellent verbal and written communication skills, with the ability to interact professionally with a diverse group of people
• Proficiency and/or willingness to learn common business and communication technologies (i.e., SalesForce, HubSpot, Zoom, Skype, Slack, etc.)