Job Description

Job Summary

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 Overview

Our Success team ensures our partners in educational technology achieve their desired outcomes, serving as champions of our customers' needs. Through collaboration, strong relationships, and advocacy, the Success team positively impacts customer retention through proactive engagement and delivering excellence to our customers.

Responsibilities

Description

The Customer Success 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:

• Cultivate and nurture strong relationships with customers, serving as the trusted advisor in their journey with PowerSchool
• Collaborate with customers to maximize the adoption and utilization of PowerSchool products, ensuring they derive maximum value from our solutions
• Develop and implement tailored Success Plans for strategic customers, aligning their goals with PowerSchool's solutions to drive mutual success
• Conduct regular EBRs to review overall relationship health, address challenges, and identify opportunities for enhancement.
• Work closely with internal teams, including Sales, Support, Professional Services, and Product to ensure value delivery for customers.
• Proactively lead discussions with internal stakeholders to mitigate risk and improve the overall health of the customer relationship.
• Act as a customer advocate within PowerSchool, providing insights and feedback to contribute to the continuous improvement of our products and services.
• Strategize on renewals working closely with the rest of the Account Team
• Effectively forecast customer health and risk of attrition.
• Collaborate with sales teams to ensure growth attainment and increased footprint 

Qualifications

Minimum Qualifications

• 5 years' prior experience in a Customer Success, Account Management, or technical support role
• Bachelor’s degree or equivalent, or equivalent years of relevant work experience
• Attention to detail and a strong bias for action
• Strategic thinking with the ability to align solutions to customer goals
• Proficient in Office 365
• Mastery level of delivering difficult messages when necessary 
• Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule change

Preferred Qualifications

• Salesforce experience
• Understanding of K-12 education systems and technology
• Software-as-a-service (SaaS) experience
• Associate’s degree or equivalent work experience

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