Job
Description
At PowerSchool, we are a dedicated team of innovators guided by our shared purpose of powering personalized education for students around the world. From the central office to the classroom to the home, PowerSchool supports the entire educational ecosystem as the global leader of cloud-based software for K-12 education. Our employees make it all possible, and a career with us means you re joining a successful team committed to engaging, empowering, and improving the K-12 education experience everywhere. This position, under the general direction of their manager, serves as the identified PowerSchool success manager who provides dynamic account management for our award-winning K- 12 software systems. PowerSchool is looking for an individual to coordinate all assigned contract renewals, which include working directly with customers and internal team players to ensure timely and accurate execution. This position is designed to positively impact retention and renewal rates through proactive account management. This position is PowerSchool s most valuable asset, to advocate for our customers. This position relies heavily on personal accountability for results, a willingness to go the extra mile for PowerSchool customers and a collaborative approach that brings the best to each and every customer. As a Customer Success Manager within PowerSchool, the successful candidate will be a dynamic and organized self-starter who can work independently while also being part of a team. 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: Owns the overall relationship with the customer Project Manages a portfolio of accounts in order to achieve long-term success and ensure retention and renewal rates of portfolio Accelerate the contract renewal process and ensure customer satisfaction Lead discussions around forecasting and customer health with internal stakeholders Accurately maintain a forecast of renewals and a dashboard of customer status Answers, evaluates and prioritizes incoming telephone & email requests for assistance from accounts in all customer segments who may be experiencing problems with hardware, software, networking and other computer-related technologies Resolve conflicts and provide solutions to customers in a timely manner Builds relationships with customers to become a trusted advisor, oversee adoption of PowerSchool products and services, and promote best practices to continually drive incremental value and return on their investment Periodically evaluate big picture themes and patterns. Assist in driving resolution cross-functionally to prevent larger issues from occurring Collaborates with sales teams to ensure growth attainment and increased footprint All other duties as assigned Qualifications Bachelor s degree or equivalent work experienced 3 years prior experience in renewals, account management, customer success, or sales in a software company, preferably Software as a Service (SaaS) 1-2 years prior experience in direct client support role 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 Microsoft Office suite Prior Salesforce, CRM, and Gainsight experience preferred Strong attention to detail and time management Strong oral and written communication skills EEO Commitment EEO Commitment
