Customer Success Manager
Posted on 9/14/2023
Incident IQ

11-50 employees

K-12 help desk software
Company Overview
Incident IQ's mission is to transform K-12 workflows by digitizing service delivery to empower students, teachers, and support teams. The company operates a platform to streamline help desk ticketing, IT asset management, maintenance work orders, and more.
Atlanta, GA, USA
Experience Level
Desired Skills
Sales & Account Management
Customer Success & Support
  • Atlanta based Incident IQ is a SaaS management platform built exclusively for K-12 schools that is transforming K-12 workflows including IT asset management, help ticketing, facilities maintenance solutions, and more. Our mission is to revolutionize how school districts manage operational support activities to better serve students and drive instructional efficiencies. Millions of students and teachers in districts across the U.S. rely on the Incident IQ platform to manage and deliver mission-critical services
  • Job Description:
  • As a Customer Success Manager at Incident IQ, you will play a pivotal role in ensuring the success and satisfaction of our K12 customers. You will be the primary point of contact for our customers, guiding them in maximizing the value of our SAAS products and services. Your goal will be to foster strong, long-lasting relationships, drive product adoption, and advocate for the needs of our customers within our organization. Your proactive communication, problem-solving skills, and ability to understand and address customer needs will be critical in helping our clients achieve their goals
  • Key Responsibilities:
  • Lead the onboarding process for add on products with existing customers. Collaborate with the implementation and sales teams to ensure successful handoff between teams. Develop a deep understanding of each customer's unique goals and challenges. Proactively manage and grow a portfolio of K12 education customer accounts. Conduct regular check-ins with customers to assess their needs and provide ongoing support. Become a subject matter expert on our products, features, and updates. Educate customers on best practices and help them leverage our solutions to achieve their objectives. Utilize data and metrics to track customer usage, identify trends, and recommend strategies to optimize customer satisfaction and product utilization. Plan and deliver training sessions, webinars, and in person meetings to educate customers on how to use our software effectively. Serve as the voice of the customer within Incident IQ, providing feedback to the product team. Advocate for customer needs and requests to ensure they are addressed promptly. Monitor customer usage and engagement, identifying opportunities for upselling and cross-selling additional services. Develop strategies to increase customer retention and reduce churn. Act as a liaison between the customer and our support team, ensuring that any issues or concerns are addressed promptly and effectively
Desired Qualifications
  • Familiarity with K12 education systems and technology is a plus