Customer Success Manager

Summary 

Alma is a cloud-based student information system (SIS) that supports K-12 administrators, teachers, parents, and students. We are a passionately driven team with the mission to provide this resource to every school.

We are looking for a Customer Success Manager who is passionate about empowering educators and using technology. We love to talk to our customers, so excellent written and oral communication skills are critical. You will be the main point of contact for your customers ensuring they are getting the most value out of Alma. It is essential to understand your customers and the successes they have had in order to turn them into customer advocates who want to spread the word of Alma to their peers. 

We are especially interested in candidates who have experience working in schools and understand both the joy and the burden educators feel daily. This role plays a critical role in the overall success of the support team and the assurance of customer satisfaction and success.

Customer Success Manager Role: 

Key Responsibilities: 

• Customer Ownership: act as the main point of contact for public school district customers with questions, requests, or troubleshooting problems in order to provide solutions that align with their high level goals.
• Customer Relationship Building: Understand your customer’s objectives and develop and maintain customer roadmaps to achieve those objectives; lead regularly scheduled Quarterly Business Reviews (QBRs) that align with the district’s objectives. 
• Customer Communication: keep customers updated on the steps being taken to resolve their issue or service request. 
• Reduce Churn: share new features in Quarterly Business Reviews to increase usage, analyze feedback results; encourage/collect referrals and reviews within the state network.
• Customer Engagement: proactively reach out to customers to spark engagement, strategize ways to increase feature usage, and seek Alma champions and referral partners. Offer new feature demos to users to increase user adoption and earn commission. 
• Customer Renewals: facilitate renewal discussions in order to determine a long term plan for using Alma and what features best meet the district’s needs. 
• Customer Advocacy: stay connected with clients often enough to understand their current and future needs, and encourage them to share their successes via webinars, lunch and learns or speaking at conferences. 
• Customer Partnership: track relationships in sufficient detail so that leadership, salespeople and the marketing department can access information and match customer needs with product plans and offerings.

Customer Engagement Specialist Role

Key Responsibilities: 

• Customer Ownership: act as the main point of contact for territory specific public school customers with questions, requests, or troubleshooting problems in order to provide solutions that align with their high level goals.
• Customer Lead Gen: identify happy customers who want to promote their district. Find the best way to share their successes with prospective customers.
• Product knowledge: maintain an understanding of product knowledge on existing and new features. 

Universal Responsibilities: 

• Customer Training: schedule and teach users how to use Alma’s features 
• Customer Onsite Visits: schedule and visit school districts in territory when applicable.
• Employee Responsibility: maintain department standards for attendance, coverage, and team responsibilities. 
• Employee Honesty:  access Alma production customer data in live sites while adhering to the practices and procedures outlined in the company security handbook.

Education and Experience

• Bachelor's degree or equivalent work experience 
• Experience in a K-12 setting 
• Strong Communication skills, both oral and written 
• Detail-oriented; strong organizational and time management skills 
• Fluent in Excel 

Desired Knowledge, Skills, and Abilities 

• Energetic and self-motivated
• Strong interpersonal skills and ability to thrive in a fast-paced, team environment 
• Ability to manage multiple projects at a time while paying close attention to detail 
• Ability to work independently and as part of a team  

• Technologically adept, utilizing modern computer business systems (Google, Slack, JIRA, etc.) 
• Openness and willingness to learn
• Analytical mindset with the ability to solve complex issues.
• A passion for interacting with customers and building the Alma community

Who We Are:

Alma is a cloud-based student information system (SIS) that serves K-12 administrators, teachers, parents, and students. Our Product team is small and mission-driven. We serve schools and districts across the US and internationally and aim to improve education by empowering the most significant learning resource students to have at school: educators. 

As individuals, we take ownership of our roles and responsibilities. As a team, our solutions have both an educational & societal impact, and we take that very seriously. We are agile, fast-paced, evolving, and determined to make a difference.

The students, parents, and educators Alma serves come from every walk of life: they attend public, private, and charter schools in cities, suburbs, and rural areas. Our users include English language learners, people with disabilities, gender minorities, families experiencing housing instability, and students who will be the first in their families to go to college.

It is fundamental to Alma’s mission that we continue to build a team with diverse lived experiences and perspectives to anticipate better and serve all students' needs. To that end, we hire for culture add over culture fit and strive to create an environment where all team members voices are heard and welcomed. In addition, we are committed to maintaining a workplace where people can be themselves each day. 

All Alma team members receive health benefits, a retirement account, significant paid time off and holidays, and a competitive base salary.