Client Success Analyst

Description:

The Client Success Manager supports ongoing needs related to international and domestic private school partners, specifically those supporting NCAA students. This includes but is not limited to; planning, implementation, maintaining and growing existing and new business relationships and customer experiences. This role ensures partners have all their needs met as part of the schools standard setup and training process, onboarding, training, troubleshooting, skill building, adoption, and consultative services aligned to best practices. This role must be a strong collaborator internally and externally willing to take a hands-on approach in solving varying partner needs. The Client Success Manager will help our clients to better understand the full potential of our products and services and will also be responsible for collaborating with internal departments to improve customer support and enhance customer satisfaction. This role works closely with academic leadership, operations, and other team members to increase partner satisfaction and support measured through CSAT scores on a yearly basis.

The ideal candidate must be passionate about building and implementing online and digital school solutions through an educational lens who takes a proactive, consultative approach in developing trusted advisor status with school level leaders and staff who are responsible for day-to-day operations. Success will be measured by customer support and satisfaction levels.

Reasonable accommodation may be made to enable individuals with disabilities to perform their essential duties.
 

• Provide regular updates to partners on the progress of support, services, platform enhancements and updates, timelines, operations, and promotions
• Develop and maintain an understanding of customer needs, contract terms and conditions, and account requirements to ensure compliance with terms and conditions in collaboration with account managers
• Assess competitor course offerings, products, and outcomes, to advocate for appropriate business differentiators
• Owns the relationship as the trusted partner with partner stakeholders, soliciting regular feedback and responding proactively to establish a strong business relationship
• Develop open and effective channels of communication with each partner
• Coordinate internal projects and determines the best utilization of resources to increase partner satisfaction
• Responsible for meeting growth and retention metrics for assigned customer portfolio and providing ongoing training and education about products and services
• Monitor program outcomes providing consultative recommendations with Business Development and other team members as appropriate
• Collaborate closely with cross functional teams including academics, operations, and other private school team members to ensure customer satisfaction
• Escalate technical issues and determines the best resources for resolution
• Explore opportunities by inspiring partners to expand services and products
• Develop and maintains a deep understanding of partner contracts
• Conduct analysis of key data to enhance the program and provide consultative suggestions to partners
• Monitor program outcomes and provides proactive recommendations to customer and Private School stakeholders to continue successful student/program outcomes
• Coordinate Private School resources to ensure customer experiences seamless service delivery from marketing/enrollment, operations, curriculum, instruction, support, billing, training, professional development, etc.
   

Supervisory Responsibilities: This position has no formal supervisory responsibilities.

Minimum Required Qualifications
 

• Three (3) to Five (5) years of Educational experience
• Prior experience using the Salesforce platform