Customer Success Manager

This is a remote position.

The CSM builds and maintains relationships by gathering customer feedback and collaborating crossfunctionally with internal team leads sales operations training and product development personnel to ensure continued customer satisfaction success and loyalty. At Sirius Education Solutions our vision is to become invaluable to our customers.

Job Responsibilities

• Build and maintain strong working relationships with key leadership and staff members in district customers including administrators teachers and staff to better understand customer needs and goals provide strategic guidance offer insights into best practices and empower customers to make informed decisions that drive change and improvement.
  

• Work closely with Sirius product management and development groups to drive a customercentric approach to meeting our district customer s current and longterm needs quality objectives and timelines including those related to reports and analytics.
  

• Establish communication channels between Sirius Education Solutions and district customers ensuring vital information is delivered to the appropriate contacts.
  

• Facilitate smooth onboarding processes for new customers.
  

• Work to understand customer needs challenges and goals and act as a customer advocate with a focus on monitoring customer health satisfaction and retention.
  

• Analyze Sirius product customer data to triage and provide remedial resolution or recommendations for impromptu district issues; help resolve escalated Instructional Support issues as needed. Respond to district administrator requests for data reports.
  

• Document communication with district leadership and staff.
  

• Maintain regular status calls/checkins with customers to assess health address concerns and identify opportunities and group/team meetings with appropriate support team supervisors as well as appropriate personnel including Sales Representatives within Sirius.
  

• Successfully transition additional addon products and service opportunities to the Sirius Sales organization.
  

• Collaborate with and understand the responsibilities of departments including Educator Success Marketing Sales Product Development and Operations to facilitate resolution as needed and ensure that assigned districts services training support and custom development (as needed) are met.
  

• Stay abreast of impactful product changes and customizations for key customers and communicate accordingly. This includes but is not limited to joining key departmental calls with customers and Sirius operations and/or training team to plan implementation next steps review impact on customer implementation etc.
  

• Identify potential major needs/trends within and across key districts that hold potential new or additional revenue opportunities for Sirius.
  

• Provide recommendations to Sirius leadership for potential pilots research or focus groups with districts and individuals to serve on Sirius Advisory Boards.
  

• Required periodic travel within the state of Texas.
  

• Other related duties as assigned.
  

Requirements

Required Skills/Abilities

• Knowledge of the K12 education market in Texas including curriculum issues market/customer challenges funding sources and the instructional materials acquisition process.
  

• Knowledge of the Texas STAAR exam and the needs of districts related to this assessment.
  

• Excellent interpersonal verbal and written communication skills.
  

• Ability to work on a selfdirected basis to a unified execution plan and vision.
  

• Ability to work in a team environment and manage multiple responsibilities in a highly dynamic environment.
  

• Demonstrate a positive teamoriented attitude in dealing with internal staff and external clients.
  

• Able to build and maintain a strong working relationship with key leadership and staff members of customer districts.
  

• Build communication channels between Sirius Education Solutions and the districts ensuring the information is delivered to the appropriate contacts within both organizations.
  

• Proactively work prioritize and manage issues that arise in member districts implementations.
  

Education and Experience

• Bachelor s degree in education education administration or a related field or equivalent experience is preferred.
  

• Minimum (5) years of work experience as a teacher Curriculum or Assessment Specialist/Coordinator or school or district Administrator.
  

• Experience working with K12 digital and SaaS products including those intended for instructional use and/or assessment.
  

Physical Requirements

• Prolonged periods of sitting or standing at a desk and working on a computer.
  

• Must be able to lift 15 or more pounds.
  

Reports To

• Director of Sales
  

Benefits