Customer Success Manager

WHAT WE SEEK

The Customer Success Manager (CSM) will work closely with customers to ensure a successful user experience for all stakeholders: administrators, teachers, students, and other community members. Through consistent communication and interactions, the CSM will identify customer needs, guide the development of customer implementation goals, and facilitate regular check-ins to gauge progress and needs. The CSM will provide customer feedback to and work closely with other Carnegie Learning departments to promote and inform the development and delivery of customer-centered products and services.

WHAT YOUR DAY WILL LOOK LIKE

• Establish and maintain a key partnership team for each account to ensure a successful implementation and user experience with Carnegie Learning products.
• Facilitate customer on-boarding, including the development of implementation goals and related action plans.
• Manage the delivery of Carnegie Learning products in alignment with implementation goals and action plans.
• Proactively identify customer needs and prescribe additional action items and resources to ensure continued and sustainable use of the product and services.
• Analyze customer usage metrics to track product implementation, success and progress towards implementation goals.
• Schedule and facilitate regular status meetings with the key partnership team to share data, review implementation progress and identify next steps.
• Communicate regularly with key stakeholders and remain informed of national and local trends in education and funding to influence product renewals and expansions.
• Maintain complete and accurate profiles of designated customers.
• Develop and use collaborative relationships across all internal departments to represent the customer perspective and influence the development of customer-centered products and processes that ensure intuitive and appropriate user experiences.
• Facilitate internal conversations with customer teams to maintain collaboration across all customer-facing services and ensure overall alignment to customer needs.
• Support the sales team in pre-sales activities, including managing pilot opportunities, to ensure customers have the necessary and appropriate resources and experiences to inform their decisions.
• Guide the implementation of Carnegie Learnings pilot process to ensure all piloting accounts are provided with a seamless experience with Carnegie Learning products and services that are aligned to identified needs.
• Perform other duties as designed.
• This position requires up to 50% travel.

WHAT SHOULD BE IN YOUR BACKPACK

• Bachelors degree in Education or related field
• Masters degree in Education Administration, Business, or related field (preferred)
• Five (5) or more years of experience as an Education Administrator, Customer Success Manager, or similar role
• Understanding of K-12 district and school technology, including LMS, SIS, and use of digital curricular applications
• Exceptional ability to efficiently build and maintain trusting relationships with customers
• High attention to detail, solution-oriented mindset, and ability to advocate for our customer
• Professional presence and demonstrated ability to present to stakeholders at multiple levels including senior leadership
• Highly organized with strong planning and time management skills
• Excellent interpersonal skills, ability to communicate professionally, persuasively, and confidentially over phone, e-mail and in-person
• Capable of navigating and mediating conflict while being able to foster honest dialog

WHO WE ARE

Carnegie Learning is a leading provider of K-12 education technology, curriculum, and professional learning solutions. With the highest quality, research-based offerings for K-12 math, ELA, world languages, and more, Carnegie Learning is changing the way we think about learning and creating powerful results for teachers and students alike. At Carnegie Learning we strive to create an environment where people want to work - one where the larger team comes first, where trying new things (and sometimes failing) is encouraged, and where we pursue our mission relentlessly.

Carnegie Learning is a major disruptive force in the digital curriculum market by combining world-class research, differentiated technology, best in class content together with a world-class mission-oriented team. This is where you come in! Are you ready to do the best work of your career and shape the future of learning?

WHAT WE PROVIDE

• Named a Pittsburgh Top Workplace four years in a row
• Medical, dental, and vision benefits
• Virtual health services
• Basic life and disability insurance is offered at no cost
• HSA, FSA, DCSA, and Commuter saving accounts
• 401k with company match
• Employee assistance program
• Pet and Legal services insurance
• Generous paid time off and holidays
• Variable compensation opportunities
• Business casual work environment
• Mission-driven culture
• Flexible working hours, leveraging remote capabilities

WHAT WE BELIEVE

We respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to collectively and more effectively address the issues that face our business and industry. Carnegie Learning is an Equal Opportunity Employer.