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Customer Success Manager
Posted on 1/25/2023
Experience Level
Desired Skills
  • Ideally 3+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role
  • Strong leadership, analytical and organizational skills
  • Outstanding verbal and written communication skills with audiences of all levels
  • Ability to guide and support users of varying levels of comfort with technology
  • Driven, self-motivated, enthusiastic and with a “can-do” attitude
  • Experience and knowledge of the ELL landscape and instructional practices
  • Ability to produce results in a fast-paced, sometimes ambiguous environment
  • Eagerness to tackle complex partner challenges and a demonstrated ability to break things down into concise, actionable steps for both internal stakeholders and our end-users
  • A rigorous approach to project management
  • Proven competency in identifying value-based opportunities for the partners; advocating for partner needs internally and externally
  • Passion for driving change in education
  • Travel to support onboarding and user gatherings as needed
  • Onboard and learn about Ellevation, and the work we do to improve outcomes for EL students
  • Become familiar with our product offerings, and our customer landscape
  • Understand the Partner Success Organization (PSO) approach and how we work within the PSO Department, as well as in close collaboration with the Revenue teams
  • Learn the various tools and processes that Customer Success Managers use to facilitate new partner implementation and ongoing engagement
  • Shadow Customer Success meetings/calls (i.e. Kickoff, Design, Planning, etc.), as well as online trainings on all of Ellevation's products
  • Take on your first new partner implementation(s) and begin managing your full caseload partners in Success
  • Build relationships with the Account Managers you work closely with to learn more about your partners
  • Continue to gain proficiency with the Ellevation product suite and deepen product knowledge
  • Begin using the Partner Health Dashboards to better understand partner usage, engagement, satisfaction and other health metrics
  • Support partners to understand and adopt new products/features as they are rolled out by sending emails suggesting webinars, links to RC articles, videos, working sessions, etc
  • Grow your knowledge and skills as a Customer Success Manager and facilitate the implementation of Ellevation's suite of products for multiple partners simultaneously
  • Deepen your ability to analyze data to monitor partner health, and develop confidence in determining which mitigating saving actions and plays to apply for which partners in a timely manner
  • Collaborate with other PSMs and other internal teams (Product Support, Professional Services, etc.) to continually refine our approach to engaging and supporting our district partners
  • In collaboration with Account Management, engage with administrators in partner districts to conduct Account Review and Reflection Meetings to ensure districts are set up for expansions and renewals
  • Maintain high levels of partner health, including data freshness, Platform usage, Strategies usage, and overall partner satisfaction, while also managing partner expectations
  • Listen and learn from partners on current compliance and instructional challenges, and ideate on how the product can best meet district needs
  • Act as a subject matter expert for our Product Education team as it related to the development of Resource Center and Webinar content, and offer suggestions and ideas to improve our resources
  • Surface learnings/observations/feedback from our district partners to Ellevation's Product and Engineering Teams to help inform future product development efforts, and participate in dogfooding and other feedback exercises with Product team

51-200 employees

English learning software platform