Customer Success Manager (North America)

Egg

Our client, a leader in the provision of school management software is looking for a Customer Success Manager for North America to join their team!

Our client, a leader in the provision of school management software is looking for a Customer Success Manager for North America to join their team!

About the role:
 
Their global operation is growing and we’re looking for a Customer Success Manager to join their team and support their North American customers.
  • This is a remote position but will require a period of time training in our Malta office.
  • This role is open for candidates that can work core hours between 12:30 and 21:00 CET, covering North America.
 What you’ll be doing:
  • develop a deep understanding of the company's system,
  • be responsible for an effective and smooth transition from the sales process to on-boarding and the settling in period.
  • use the first few months to train customers to be self-reliant as possible and use our knowledge base effectively,
  • advocate for the customer - Be proactive in analysing customer needs and preparing feedback that the support, sales and development teams can easily digest,
  • advocate for the company - Set and manage customer expectations, help them understand and accept company processes and decisions that might affect them,
  • regular customer success and satisfaction reviews - results of which are prepared for communication with other teams,
  • proactively analyse and be involved with improving the on-boarding process,
  • encourage up-sells and cross-sells,
  • partner with our existing customers to effectively resolve issues over the phone various support channels and
  • diagnose software issues and engage with our product manager using established processes.
Requirements:
  • have CSM Experience with a proven track record working in a senior software support role preferably in SaaS,
  • have very strong interpersonal and communication skills,
  • be curious and want to solve problems, eager to find out how to make things work for our existing customers,
  • be self-motivated, be resilient and flexible as workload increases at particular times of the scholastic year,
  • have project planning experience and be able to simultaneously manage multiple new customers and plan, manage and guide them through the onboarding process and critical first few months of operation successfully,
  • have experience working with data files - be able to work with school data provided in multiple formats and states of cleanliness,
  • have training experience - be able to deliver one to one training sessions online and
  • have perfect/native spoken and written English.
Considered a plus:
  • Background in education, especially a management or administrative role.
  • Experience training customers over the web.
  • Experience with customer on-boarding for SaaS.