Classroom Mosaic Client Success Manager Irmo, SC · Full time Company website

Apply for Client Success Manager

Our Ideal Candidate:

• Is passionate about education and believes every student should have access to world-class education
• Is well-versed in instructional leadership and has a comprehensive understanding of classroom pedagogy and current educational practices
• Has a strong interest and commitment to improving the teaching and learning occurring in K-12 classrooms
• Has experience developing and facilitating professional learning experiences and delivering training sessions in K-12 schools
• Can bridge the gap between theory and practical application to serve our clients better and inform product development about potentially impactful enhancements
• Can create, develop and maintain relationships with district leaders (Superintendents and Assistant Superintendents), Principals, Assistant Principals, and industry partners
• Is tech-savvy and can quickly learn new technologies and see the broader impact it could have.
• Is collaborative, detail-oriented, and committed to exceptional client service
• Can consistently adhere to processes and maintain up-to-date internal systems with client information and interactions
• Adapts quickly in a fast-paced environment

Key Responsibilities:

Client Relationship Management

• Serve as the main point of contact for Classroom Mosaic within a portfolio of partner districts and schools
• Proactively connect with clients to ensure their satisfaction, gather feedback, and enhance the platform’s impact.
• Minimize client turnover, increase product adoption, and drive account growth
• Identify clients that are at risk and raise awareness of potential issues and challenges
• Work closely with project leads to deliver exceptional platform implementation experiences and serve as a strategic partner to our clients
• Cultivate client champions and assist with creating case studies
• Willingness to travel 10%-20% of the year for in-person client meetings and conferences

Account Implementation and Support

• Develop and oversee account implementation by assessing client needs and delivering product updates
• Conduct webinars, training sessions, and support calls
• Create and maintain support documentation tailored to the system and specific clients’ requirements
• Provide effective technical support to users
• Where necessary, direct client requests to the appropriate internal team to ensure exceptional customer service

Strategic Planning and Product Development

• Utilize customer feedback and requests to inform product enhancements
• Represent the client and their needs in internal discussions and planning to help direct product roadmap and improvements
• Enhance current account management processes to improve effectiveness

Renewal Management

• Assist with sales operations activities, including check-ins, contract signings, and billing support
• Take charge of renewals for a diverse portfolio of partner districts by understanding budget cycles and preferred subscription options

Skills & Requirements

• Experience learning complex internal systems and gaining proficiency quickly
• Strong analytical and problem-solving skills, including problem identification, analysis, action planning, and execution
• Proficiency in CRM and customer support software, as well as Google Workspace/Microsoft Office
• Experience managing complex, technical projects with a focus on timely delivery
• Ability to build relationships across multiple departments and externally with customers
• Customer-facing experience with an outstanding customer service attitude
• Excellent organizational and time-management skills, with the ability to prioritize multiple activities at once
• Self-motivated with the ability to work independently and inspire team growth
• Advanced communication skills (verbal, written, and presentation) with the ability to translate complex information into easily digestible communications, including messages and presentations
• Adaptability and flexibility in a fast-paced, high-growth environment

Education and Experience

• Bachelor’s Degree or higher (preferred)
• Experience in a role such as account manager, sales operations/enablement, technical project management, professional development, or customer support (preferred)
• Experience as a K-12 administrator or instructional coach (highly preferred)

Physical Requirements

• Must be able to lift and manipulate up to 15 - 30 lbs and travel via car or plane.

Work Environment

• Office environment with conference, meeting, and break rooms.
• Occasional travel for conferences, client meetings and retreats
• Operates under direct supervision with frequent reviews of work and, at times, with minimal supervision
• This position will be based in Irmo, SC.

Why join our team?

• We are on a mission to help all K-12 schools provide a world-class education to every student.
• You will contribute to building and implementing our platform for continuous instructional improvement, which supports highly effective teaching and helps develop high-quality instructional leaders.
• We are rapidly growing, and your work will impact tens of thousands of teachers and hundreds of thousands of students.
• We are not the typical growth-at-all-cost software company; we have an owner’s mindset and make intentional long-term decisions.
• You will join a nimble team of exceptional members and have ample opportunities for personal and professional growth.
• You will have management opportunities as the team grows.

Our Benefits

• Competitive salary
• 401(K) & 5% company match
• Healthcare, dental, and vision insurance
• Yearly profit share
• Stipends for cell phone, gym/health, books, and meals
• 3 weeks PTO + 16 federal holidays & holiday extensions (6 weeks total)