Job
Description
This position, under the general direction of your manager, serves as the identified PowerSchool success manager who provides dynamic account management for the award-winning K-12 software systems. You will be responsible for coordinating all assigned contract renewals, working directly with customers and internal team players to ensure timely and accurate execution. Your role is crucial in impacting retention and renewal rates through proactive account management. As PowerSchool's most valuable asset, you will advocate for our customers, demonstrating personal accountability for results, a willingness to go the extra mile, and a collaborative approach to bring the best to each customer. As a Customer Success Manager within PowerSchool, you will need to be a dynamic and organized self-starter who can work independently while also being part of a team. Essential duties and responsibilities include: - Owning the overall relationship with the customer - Project managing a portfolio of accounts to achieve long-term success, retention, and renewal rates - Accelerating the contract renewal process and ensuring customer satisfaction - Leading discussions around forecasting and customer health with internal stakeholders - Maintaining an accurate forecast of renewals and a dashboard of customer status - Answering, evaluating, and prioritizing incoming telephone & email requests for assistance from accounts in all customer segments - Resolving conflicts and providing solutions to customers in a timely manner - Building relationships with customers to become a trusted advisor, oversee adoption of PowerSchool products and services, and promote best practices - Periodically evaluating big picture themes and patterns, assisting in driving resolution cross-functionally - Collaborating with sales teams to ensure growth attainment and increased footprint - Performing all other duties as assigned Qualifications: - Bachelor's degree or equivalent work experience - 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 a direct client support role - Strong negotiation and interpersonal skills - Ability to thrive in a fast-paced, ever-changing environment - Articulate communication skills with the ability to drive a phone conversation - Effective prioritization and escalation of customer issues - Proficiency in Microsoft Office suite - Prior Salesforce, CRM, and Gainsight experience preferred - 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, multiple projects, and frequent interruptions - Success with ambiguity and problem-solving, working across functional lines to advocate and solve client issues - US Eastern time zone shift required This job description provides an overview of the responsibilities and qualifications for the role of a Customer Success Manager at PowerSchool. If you meet the qualifications and are excited about the opportunity to make a positive impact on customer relationships and account management, we encourage you to apply.,
