Job Description
JOB TITLE:Customer Success Manager, Professional Development ServicesFLSA STATUS: Exempt
REPORTS TO:General Manager, Professional Development ServicesJOB CODE: N/A
About Us
The 7,000+ educators and healthcare professionals employed by FullBloom are driven by a common purpose: to positively impact the educational, behavioral and social-emotional welfare of every child with whom we engage, no matter the student’s individual circumstance. We dedicate our careers to improving outcomes for at-risk and struggling youth, including those with learning and emotional disabilities. In doing so, we play a truly crucial role in the lives of the children, their families and their communities. Our purpose drives performance, and we are looking for individuals who want to make an impact.
The Opportunity
FullBloom is seeking a Customer Success Manager of Professional Development (PD) Services. We are looking for someone with account management experience in the edtech industry to support the customer experience as it relates to our newest PD technology platform. The Customer Success Manager will work collaboratively across teams to ensure our customer onboarding kit and support resources make the customer experience a seamless one and one that promotes renewal. Building trusted relationships and driving renewals will be an integral part of this role. We are looking for someone who is ready to join a fast-paced, fast-growing organization.
The Responsibilities
Product Expertise and Collaboration
- Become an expert in PD products, specifically PD technology products
- Develop product onboarding resources that enhance the customer onboarding experience
- Define and execute product engagement strategies with customers to deepen engagement and usage
- Develop and maintain strong working relationships with product, marketing, sales, and services teams
- Act as a strong customer advocate across all areas of the product
Account Management
- Collaborate with district and school leaders to plan effective implementations
- Onboard new customers, including demonstration and ongoing support
- Oversee Customer Success lifecycle processes to ensure assigned accounts have positive customer experiences, meet set utilization targets, and achieve desired outcomes with PD services
Performance Metrics
- Drive key metrics related to product implementations, including customer health, customer utilization, renewal rates, expansion opportunities, engagement data, etc.
The Qualifications
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Experience
- 3+ years of customer account management experience in the K-12 non-public and public education market
- Experience working in a business selling into the K-12 public school market
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Education
- Bachelors degree, MBA or other Masters degree preferred
- Other skills and capabilities
- Exceptional track record of customer account management and product support to grow a business
- Ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions
- Exceptional written and oral communication skills, including the ability to communicate to all organizational levels, to develop strong presentation materials, and to concisely summarize information for all audiences
- Excellent organizational and time management skills
- Highly detailed and organized
- Strong analytical and problem-solving skills
More about FullBloom
FullBloom provides education and behavioral health solutions that create better life outcomes for children and their families, regardless of the learning obstacles and other challenges they face. The company’s team of more than 7,000 education and healthcare professionals work to achieve measurable and sustained academic and behavioral gains through evidence-based programs that include special education, Applied Behavior Analysis (ABA) therapies, intervention services, and professional development. Founded in 1976 and headquartered in Camden, New Jersey, FullBloom supports more than 100,000 children and families, over 1,000 school districts, and more than 25,000 teachers annually across its three divisions, Catapult Learning, Specialized Education Services, Inc. (SESI), and Little Leaves. FullBloom is accredited by Cognia/AdvancED and the Behavioral Health Center of Excellence.
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