Customer Experience Manager

SchoolMint - Lafayette, LA

Full-time - Mid Level

Lafayette, LA

Publishing Industries

About the position

The Customer Experience Manager will join the Customer Experience team in executing SchoolMint's Customer Experience and Partnership Development strategies in order to meet customer needs, increase customer usage of and capacity in SchoolMint's SEM products, ensure high rates of gross and net customer renewal (>95%, or as specifically set by management from time-to-time), drive customer referrals, and grow SchoolMint's market share. The Customer Experience Manager will play an integral role in our Digital Advertising Services team, working closely with customers to better understand their student recruitment goals, collaborate with the Production team to translate those goals into successful social media campaigns, and partner with our Enrollment team to drive software adoption.

Responsibilities

• Manage and deepen relationships with a portfolio of K-12 customers, drive renewals, reduce churn, and increase customer satisfaction
• Lead annual retrospectives sharing compelling data around usage and growth and identifying actionable feedback
• Proactively understand customers' needs and ensure they maximize engagement with their SchoolMint solution(s) by growing customer product usage and up-selling new features and related SEM offerings
• Work with customers to understand their strategic enrollment process and project goals, translate that process into a configuration plan for the SchoolMint software, and assist customers to successfully reach each milestone
• Support annual and ongoing critical milestones from updating applications and tracking lead sourcing to liaising with the services delivery team and working with internal data and technical resources to ensure each district's student recruitment goals are achieved
• Monitor customer health through data analysis of product use, support inquiries, NPS scoring, and other health criteria
• Facilitate internal QBRs to proactively mitigate risk and identify upsell/cross-sell opportunities
• Drive new business growth through advocacy and referrals
• Promote optimal product usage behaviors as guided by defined benchmarks of success for both frequency and depth of product interaction
• Create, own, and execute key stakeholder trainings through product knowledge
• Collect and manage product feedback from customers to share with our product team and participate in conversations advocating for an improved customer experience
• Collaborate with team members across Support, Professional Services, Customer Success, Onboarding, Product, and Engineering as needed to resolve issues and deliver great customer experiences.
• Contribute to team initiatives, including the creation of knowledge, processes and tools to improve the efficiency and productivity of SchoolMint customer success
• Collaborate with peers on best practice sharing and solutions
• Travel possibly required up to 25%

Requirements

• 2-3 years of experience in account management or CX roles at SaaS technology companies
• Passion for improving education
• Strong communication, presentation and negotiation skills, with the ability to inspire others
• Analytical and process-oriented mindset
• Demonstrated ability to manage large, multi-stakeholder projects with exceptional results
• Self-driven, persistent, and assertive
• Enthusiastic lifelong learner
• Strong empathy for customers and passion for revenue and growth
• Excellent organizational and time management skills
• Technical aptitude with a solid understanding of technology and how a product works

Nice-to-haves

• Associate Project Manager, PMP, or similar certification
• Prior experience with Strategic Enrollment Management (SEM) and/or SchoolMint Products is a significant plus
• Bachelor's degree
• Subject matter expertise in education technology
• Salesforce, Totango, and/or similar CRM and Customer Success platform experience
• Significant fluency in Spanish (read, write, speak) or other languages is a plus!
• Interest in or experience with Digital and/or Social Media Marketing is desired

Benefits

• Medical, Dental, and Vision Insurance
• Employee Paid Life Insurance, Short Term & Long Term Disability
• PTO, Sick Days, Birthday Floating Holiday, Wellness Floating Holidays, Volunteer Days, Company Observed Holidays, and Winter Recess
• 401(K) (with a 90-day waiting period)
• Professional Development
• Flexible Spending Account and Dependent Care Account
• Educational Assistance Program