Customer Success Manager

September 18

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Education Perfect

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Description

• Drive product adoption and usage across a portfolio of purchasing schools • Actively manage school relationships to maximise the lifetime value of assigned accounts, ensuring client success and revenue growth • Renewal management of owned accounts including identifying risks, invoice and subscription management • Identify upsell opportunities and work closely with our Sales Operations team • Manage invoices and subscriptions, ensuring unpaid invoices are addressed • Drive your portfolio of schools to complete EP's Best Practice Course and increase webinar attendance • Regularly connect with teachers and key decision-makers, developing positive relationships and providing proactive support and care to schools, key contacts and heads of departments • Keep accurate records in our CRM system, maintaining up-to-date contact details and data hygiene for portfolio schools • Ensure all classes are successfully enrolled in a timely manner • Attend meetings and collaborate with various teams to stay informed on product developments • Support Education Perfect platform expansion by identifying opportunities and assisting BDMs • Use health metrics to identify at-risk schools and formulate intervention plans, including executive tasks relevant to churn mitigation and follow 'At Risk' mitigation steps • Understand the competitive landscape and communicate local requirements to Product & Content Teams • Develop and participate in networking opportunities to promote EP

Requirements

• Proven experience in customer success or account management • Experience in the education technology sector (desirable) • Experience teaching in the classroom (desirable) • Strong ability to manage relationships and drive customer satisfaction • Excellent communication skills, both written and verbal • Experience in managing subscriptions and invoices • Ability to identify and mitigate client risks • Strong organisational skills and attention to detail • Ability to work collaboratively with cross-functional teams • Experience with CRM systems and data hygiene • Proactive and results-driven with a focus on achieving targets • Knowledge of the education sector and competitive landscape (desirable) • Ability to develop and maintain positive relationships with key personnel • Willingness to participate in networking events and conferences

Benefits

• As our team is based globally, we offer both remote and flexible working arrangements • For our remote workers, a communication allowance towards your monthly internet or phone charges and $1000 towards setting up your home office • Three extra days of annual leave during our end of year shut down period, parental leave top ups and a community service day • Wellness allowance to use on anything to support your mental and physical wellness • EAP with unlimited sessions • Employee Equity Bonus Plan • Employee referral program - $2000 when you refer a new team member • Ongoing professional development, including opportunities to develop your career into other areas of our business and access to EPs Learning Hub • EP support groups - Mana Wahine, DEI, Environmental Impact and Wellness Committees • The opportunity to work within a growing global business with Diversity Works accreditation, Carbon Net Zero BCorp status, Digital Promise certification, and an unwavering commitment to our mission, people, and community