Vista Equity Partners Management, LLC
Senior Director, Customer Success - M6 (CUSSUC - Customer Success)
Vista Equity Partners Management, LLC, Folsom, California, United States, 95630
Senior Director, Customer Success - M6 (CUSSUC - Customer Success)
At PowerSchool, we are a dedicated team of innovators guided by our shared purpose of powering personalized education for students around the world. From the central office to the classroom to the home, PowerSchool supports the entire educational ecosystem as the global leader of cloud-based software for K-12 education. Our employees make it all possible, and a career with us means you’re joining a successful team committed to engaging, empowering, and improving the K-12 education experience everywhere.Team OverviewOur Customer Experience (CX) team is on the frontline of engagement with our valued customers. The team is responsible for customer satisfaction, retention, and innovation to ensure a more personalized approach to our users' needs.Responsibilities
DescriptionThe Customer Experience team focuses on ensuring customers achieve their desired outcomes with our products through satisfaction, retention, and growth.Your day-to-day job will consist of:Setting a strategy for global customers & Renewals Operations teams to drive efficiency and scale in our overall operations.Supporting the CX Leader and global PowerSchool executive leadership team for PowerSchool’s strategic accounts and orient the commercial vision utilizing PowerSchool’s platform and technology.Leading a team of Customer Renewal Managers who will drive customer adoption of our products and services to maximize their investment in PowerSchoolTeaming with cross-functional teams to mitigate risk and to drive superior renewal ratesDevelop and implement processes, systems, and productivity metrics to ensure revenue teams are hitting their performance targets.Working closely with sales management and cross-functional leaders to align on strategies, renewal and pipeline forecasting, coverage plans, retention, and other account opportunitiesEstablishing and managing the adoption and renewal motion of PowerSchool’s platform, technologies, and services across PowerSchool’s commercial ecosystemLeading pipeline forecasting and sales cycle managementPresenting data to executive and leadership teams so translating complex information and trends into actionable insights is essentialCreating and driving a culture of continuous improvement.Other responsibilities as assigned.Qualifications
Minimum QualificationsMinimum of 12+ years of relevant and related work experience.Experience managing and leading teams and managers.Strong understanding of the renewals process and a proven track record driving renewal execution and performance, in a SaaS / Subscription environment.Strong background in customer management, customer success planning, and renewals.Successful track record of working in and maintaining Salesforce CRM.Experience presenting data to leadership team including being able to translate complex information and trends into actionable insights.Financial skills and business acumen to understand sales profitability and opportunities.Ability to coordinate across teams and disciplines to drive process improvements and automation.Self-starter who is able to tackle work in an unstructured environment, comfortable with ambiguity.Excellent customer service and conflict resolution skills.
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At PowerSchool, we are a dedicated team of innovators guided by our shared purpose of powering personalized education for students around the world. From the central office to the classroom to the home, PowerSchool supports the entire educational ecosystem as the global leader of cloud-based software for K-12 education. Our employees make it all possible, and a career with us means you’re joining a successful team committed to engaging, empowering, and improving the K-12 education experience everywhere.Team OverviewOur Customer Experience (CX) team is on the frontline of engagement with our valued customers. The team is responsible for customer satisfaction, retention, and innovation to ensure a more personalized approach to our users' needs.Responsibilities
DescriptionThe Customer Experience team focuses on ensuring customers achieve their desired outcomes with our products through satisfaction, retention, and growth.Your day-to-day job will consist of:Setting a strategy for global customers & Renewals Operations teams to drive efficiency and scale in our overall operations.Supporting the CX Leader and global PowerSchool executive leadership team for PowerSchool’s strategic accounts and orient the commercial vision utilizing PowerSchool’s platform and technology.Leading a team of Customer Renewal Managers who will drive customer adoption of our products and services to maximize their investment in PowerSchoolTeaming with cross-functional teams to mitigate risk and to drive superior renewal ratesDevelop and implement processes, systems, and productivity metrics to ensure revenue teams are hitting their performance targets.Working closely with sales management and cross-functional leaders to align on strategies, renewal and pipeline forecasting, coverage plans, retention, and other account opportunitiesEstablishing and managing the adoption and renewal motion of PowerSchool’s platform, technologies, and services across PowerSchool’s commercial ecosystemLeading pipeline forecasting and sales cycle managementPresenting data to executive and leadership teams so translating complex information and trends into actionable insights is essentialCreating and driving a culture of continuous improvement.Other responsibilities as assigned.Qualifications
Minimum QualificationsMinimum of 12+ years of relevant and related work experience.Experience managing and leading teams and managers.Strong understanding of the renewals process and a proven track record driving renewal execution and performance, in a SaaS / Subscription environment.Strong background in customer management, customer success planning, and renewals.Successful track record of working in and maintaining Salesforce CRM.Experience presenting data to leadership team including being able to translate complex information and trends into actionable insights.Financial skills and business acumen to understand sales profitability and opportunities.Ability to coordinate across teams and disciplines to drive process improvements and automation.Self-starter who is able to tackle work in an unstructured environment, comfortable with ambiguity.Excellent customer service and conflict resolution skills.
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