Associate Customer Success Manager

Powerschool India

Early Applicant

a month ago
Be among the first 50 applicants

Exp: 1-3 Years

Full time

Bengaluru / Bangalore, India

Job Description

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

Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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

To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Qualifications include:

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