Associate Customer Success Manager
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Job Description
Associate Customer Success Manager supporting Euna Special Education customers in achieving their goals. Collaborating with teams to ensure exceptional service and support throughout their partnership.
Responsibilities:
- Develop a deep understanding of our Euna Special Education SaaS product and its use cases in the education sector
- Communicate confidently with executives, project managers, business analysts, end users, and key stakeholders leading regular customer meetings
- Build strong relationships with key stakeholders, identifying individual and organizational goals to deliver value at any communication touchpoint
- Design and execute customer success plans to help customers achieve their desired outcomes and maximize the value they receive from our product
- Conduct regular customer check-ins to monitor progress, identify issues, and address concerns
- Collaborate with other Customer Success Managers and cross-functional teams, including sales, marketing, and product development, to ensure customers receive exceptional service
- Analyze customer data and usage patterns to identify opportunities to upsell, cross-sell, or expand the scope of our product offering and communicate those findings to Account Management
- Monitor customer health indicators and respond to potential risk factors for customer retention
- Request, track, and respond to surveys, including NPS, CSAT, and implementation surveys
- Attending and assisting with webinars and events, connecting with customers, and expanding our customer community
Requirements:
- Bachelor’s degree in business, communications, computer science, or related field (or Associate’s degree and/or equivalent experience)
- 1 + year(s) of experience in customer success, customer service, customer support, or a related field
- Proven track record of developing and implementing successful customer experience strategies
- Some experience in project management, including the ability to manage multiple projects simultaneously
- Proficient in Microsoft Office, and other relevant software applications, any experience with Educational Software (like SpedTrack) is a plus.
Benefits:
- Competitive wages
- Wellness days
- Community Engagement Committee
- Flexible workday
- Health and dental benefits
- Culture committee
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