Customer Success Manager

Four dedicated individuals. One important mission.
The story of Scientific Learning® begins with four research scientists: Michael Merzenich, William Jenkins, Paula Tallal, and Steven Miller. When the work of these four scientists intersected, their collaboration proved that the underlying cognitive processes that influence speech and language problems could be identified—and permanently improved. These findings led to the development of the Fast ForWord® program, a groundbreaking computer-based reading intervention. The scientists then founded Scientific Learning® to bring their program out of the lab and into the lives of struggling readers.
Our fascinating company is looking for a motivated, passionate, and customer success based individual to fill the position below. If this sounds like you, please read on!

Position Description:

As a Customer Success Manager (CSM), you will be part of a team of customer success staff responsible for managing the post-sale relationship and customer engagement for our customer schools and districts. You will deliver engaging, compelling, and data-driven onsite and virtual services to facilitate customer and student buy-in, implementation fidelity, and meaningful progress toward customer goals. In partnership with sales teams, CSMs drive overall implementation effectiveness that results in customer retention and expansion. CSMs are confident, capable presenters and leaders in cultivating powerful relationships with district and school leaders that ensure lasting customer satisfaction and enduring student results.

This is a regular full-time, exempt position. The Customer Success Manager reports directly to the Vice President of Customer Success and is located strategically within a particular geographical territory near a major airport. The Customer Success Manager has no supervisory responsibilities.

Responsibilities:

• Manage and grow the customer relationship post-sale

• Lead, facilitate, coordinate, and track day-to-day activities required to plan and execute successful customer implementations (training, consulting, mentoring, coaching), and in a manner consistent with organizational goals, departmental policies, established processes, and/or the standard terms and conditions of the contract

• Demonstrate a proactive approach to identify risks to implementation success; develop effective action plans for resolution

• Serve as subject matter expert for products and implementations

• Demonstrate an aptitude for easily flexing between team lead and team member

• Initiate regular communication with members of the sales and services teams to understand and facilitate the customers implementation plan

• In partnership with sales team, drive customer renewal and expansion plans

• Communicate all information regarding implementation plans, implementation fidelity, visits to districts, meetings, renewal discussions, expansion opportunities, competitive threats, or other critical information in assigned accounts

• Consult with Account Managers, Account Specialists and customers presale to propose appropriate services to support the software sale and district instructional needs

• Appropriately manage / escalate implementation issues or risks

• Accurately forecast current and future quarter service revenue for assigned accounts

• Provide ongoing monitoring of implementation success by reviewing student data and consulting with school and district leadership to achieve customer’s stated goals

• Recommend and promote sales of additional services, training, or products needed to improve student outcomes and boost implementation effectiveness

• Update and maintain SalesForce.com with specified information regarding changes to assigned accounts, service contracts, and scheduled activities

Qualifications:

• Bachelor’s degree, Master’s degree a plus
• Elementary or Secondary SPED or Reading teaching experience strongly preferred
• Excellent training, facilitation, and presentation skills (in-person and virtual)
• Confidence presenting and interacting with school and district leadership
• Thorough knowledge of educational pedagogy and instructional technology, particularly focused on the needs of SPED or English Learners
• Understanding of current educational context and market (ESSA, funding, accountability, etc.)
• Strong computer skills and basic troubleshooting ability required
• Strong project management and organizational skills to manage multiple accounts

Competencies:

Customer Oriented: This job demands a positive and constructive view of working with others. There will be a high percentage of time spent in listening to, understanding and successfully working with a wide range of people from diverse backgrounds to achieve “win-win” outcomes.

Communication: The ability to express ideas effectively. Organizes and delivers information appropriately. Listens actively. Has the ability to be assertive without being overly aggressive. Utilizes all channels of communication effectively.

Teamwork: Knows, supports, and assists teammates in their work and deliverables. Acknowledges and celebrates the achievements of teammates. Praises the team and its achievements to others. Helps remove barriers to team productivity and success. Ensures joint ownership of goal setting, commitments, and accomplishments. Involves everyone on the team. Always works to develop relationships with teammates built on trust, unity, commitment, accountability, and attention to team results.

Problem Solving: The ability to resolve difficult challenges. Frames problems before trying to solve them. Evaluates possible solutions. Tests proposed solutions against reality of likely effects before proceeding. Evaluates the chosen course of action after it is implemented to determine its worth and impact.

Scientific Learning’s Core Values:

Respect: We demonstrate our respect for each other, our customers and our shareholders through our courteous and professional conduct. We value and strive for diversity in people and ideas.

Continuous Improvement: We strive for continuous improvement in ourselves, our products and services, our operations, the experience we offer customers and the value we provide to our shareholders. We aim to maintain and improve Scientific Learning as a great place to work.

Integrity: We conduct ourselves in an ethical and honest manner by dealing fairly and openly with each other, our customer, and our shareholders.

Profitability: We conduct ourselves in a manner that contributes to the profitability of our business. Profitability allows us to invest in the future of our business to the shared benefits of our employees, customers, and shareholders.

Physical Demands and Work Environment:

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee must be able to remain in a stationary position for long periods of time, and constantly operate a computer and other office equipment. This position requires frequent communication with customer and coworkers and must be able to communicate effectively both orally and written in person and via phone/computer and maintain the ability to view information on a computer monitor. Occasionally moves equipment weighing up to 50 pounds.

The work environment is indoors and is usually quiet to moderate noise.

Scientific Learning is an equal opportunity employer valuing diversity in people and ideas.