The Gaggle Customer Success Manager (CSM) works directly with assigned customers to support their student safety and wellbeing initiatives. A successful CSM works with district stakeholders across multiple departments from implementation through the renewal process to ensure their desired goals are achieved. They will take a proactive approach in managing their designated accounts by using customer health data to uncover potential growth opportunities and assess risks that require intervention. Additionally, the CSM will leverage established systems and processes to share meaningful content with district stakeholders, deliver exceptional service and support, and engage in cross-functional collaboration with other teams within the organization to guarantee customer satisfaction and retention.
This position will support customers in the Eastern and Central U.S. and reports to the Director of Customer Success.
Responsibilities:
- Customer Engagement
- Regularly engage with assigned customers to discuss ways they can recognize further value from their relationship with Gaggle. This includes identifying and understanding district personas to provide tailored, data-driven recommendations on how to make better use of Gaggle tools, sharing best practices observed while working with other districts, and educating customers on newly released functionality.
- Coordinate and deliver Gaggle professional development sessions for assigned customers to ensure end-users integrate Gaggle into their student safety/wellbeing workflows.
- Work with Technical Support, Safety, and Product teams to identify, track, and analyze potential issues that may impact retention and work with the team to formulate a resolution plan for all escalated issues.
- Customer Management
- Builds/maintains relationships with assigned customers by establishing a strong partnership. Having relationships with multiple stakeholders in multiple departments in your assigned accounts is a necessity.
- Serve as point of contact for assigned accounts and work with sales, customer education, marketing, and implementation to proactively address client needs.
- Provide Gaggle’s teams with analysis of client needs, as well as our own areas to improve so we can deliver added value through our product and support.
- Renewal Management
- Manage renewal process and negotiations for your assigned book of business
- Work with assigned customers to craft and secure renewal agreements that align with district needs and increase Gaggle’s ability to positively impact student safety/well-being.
- Understand the budgeting process within your assigned account base including: which departments need to be involved, timelines for completing purchases, and potential roadblocks that impact their likelihood to renew.
- Provide accurate visibility into the forecast for your assigned renewable book of business.
- Use Salesforce to create and send renewal quotes/agreements to your assigned customer base.
Requirements:
- At least 3 years of experience in a sales or customer success role
- Experience managing stakeholders in multiple departments within large districts is a plus
- Exceptional at using listening and consultative skills to build trust and relationships with district leaders
- Strong documentation skills to record plans and information discussed with the customer and to provide data and reports to stakeholders
- Excellent presentation and communication skills which are utilized when working directly with the customer
- Has a positive perspective and is capable of managing difficult or complex situations with calm and poise
- A large amount of day-to-day work is done independently so strong organization and time management skills are a must
- Proven ability to thrive in a team-based organization
- Ability to travel
Preferred Qualifications:
- Bachelor’s degree
- Experience in the K-12 Education field
- Proficiency with Salesforce
- Located in the Eastern or Central U.S.
Additional Information
This is a work-from-home position; a reliable, high-speed connection and a comfortable, private dedicated work area will be essential for this role’s success.
Salary Range and Benefits
Please apply to this posting in order to learn more about the starting salary range and benefit options.