Customer Success Manager

Company Overview:Everything we do is for educators. We're partnering with them to advance a bold vision for education that boosts district performance and student success. At Follett Software, we empower educators across roles with technology that streamlines processes and manages information and resources to improve their schools, increase student success, and drive the future of education. We believe that by empowering educators to amplify their impact on students' lives, we can change the world. Our goal and mission is to drive the future of education. We are inspired by educators to deliver transformative technology. Our innovative, connected solutions simplify challenges and offer a seamless and intuitive experience.***Prefer applicants be located in Texas and have experience with Destiny Library Manager***Position Overview:The Customer Success Manager is responsible for ensuring strong partnerships with key Follett School Solutions Destiny customers including building strong relationships with key stakeholders at the District resulting in increased customer satisfaction, retention, and referenceable districts to support sales. This position is the strategic resource and main point of contact for our largest, high-valued customers to drive industry best practices and the evolution of Follett product and services integral to the customer's success.The purpose of this role is to own the customer relationship post-sale to have strong partnerships with customers and key stakeholders resulting in increased customer satisfaction, retention, advocacy/referrals, and upsell opportunities. This position covers three main areas to achieve that:Proactively manage accounts and ensure all customers unlock the full value of Destiny and wider Follett product/third-party solutions.Serve as the main contact for all customers' issues related to ongoing service and support challenges, managing the customers' expectations, and implementing action plans where needed.Manage customer renewals for all assigned accounts.Essential duties and responsibilities

include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Build and maintain strong relationships with sales representatives, customer-facing teams (Sales, Professional Services, Software Development, and Marketing), and district leadership.Develop and implement product-specific success plans with district leadership to meet business goals.Act as a trusted advisor, providing specialized guidance and coaching throughout the customer journey to achieve Success Plan milestones.Manage proactive customer interactions in service, training, and project engagements to enhance partnerships.Understand industry challenges and goals to effectively map Destiny features to customer needs.Lead regular District Business Reviews with key customer and Follett stakeholders.Participate, drive, and assist in upsell/cross-sell and renewal processes.Promote collaboration between districts and facilitate roundtable discussions for assigned customers.Develop and manage targeted outreach programs to drive customer engagement and satisfaction.Share best practices and thought leadership both internally and externally.Support the contract renewal process, aiming to minimize customer attrition and ensure successful renewals.Advocate for customer feedback to influence product development and improvements.Collaborate with other customer success managers to develop and refine strategies for Follett products and services.To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.Qualifications include:Associate's degree or equivalent.3-5 years' experience in customer success/account management in support of revenue clients is necessary.Proven successful experience in customer success/account management in support of large revenue clients is necessary.Exercises independent judgment and is empowered to implement solutions to service the customer.Proven experience communicating to C-level executives effectively.Strong troubleshooting and analytical ability; self-starter, positive, creative problem solver.Ability to manage multiple customers' demands with excellent time management and interpersonal skills.Strong organizational and project management skills.Thrives in fast-paced environments, embraces challenges with a 'can-do' attitude, is independent and demonstrates proactive strong problem-solving skills.Passionate about understanding and solving customer needs with a strong history of customer outcome-focused roles.Effective interpersonal and written and verbal communication skills.Can build strong relationships with others across the organization, preferably in a global matrix environment.Proven experience collaborating with diverse stakeholders.Proficient PC and technical/software skills.EEOFollett Software provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We are committed to providing reasonable accommodations to individuals with disabilities and disabled veterans. If you are interested in applying for employment and need assistance or an accommodation in the application process due to a disability, please contact us by email and let us know the nature of your request and your contact information.Email: recruiting@follettsoftware.com

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