Customer Success Manager - New York
Job Details
Experienced
Full Time
4 Year Degree
Customer Service

Company Overview:

At Nearpod, we strive to bring joy and engagement into every classroom. Every day, we reach students through our learning platforms on Nearpod.com and Flocabulary.com. We have diverse backgrounds, but a shared goal of putting teachers and students first in everything that we do. We’re backed by leading edtech investors, and have won numerous awards including Edtech Digest’s 2018 Company of the Year. We’re looking for people with a lot of hustle, a lot of empathy, and a desire to do something meaningful. We have offices in both Fort Lauderdale, FL and Brooklyn, NY.

 

Location: Brooklyn, NY or Remotely Based, NY 

 

Position Overview:

We believe that Customer Success is about understanding our customers’ desired outcomes with our platforms and working with them to ensure they experience the most value possible. As a Customer Success Manager at Nearpod, you work with schools and districts across the customer journey through onboarding, nurturing, and renewal. The goal is to retain the customer and to find opportunities to expand the partnership and use of the platform. We are looking for someone who is proactive, passionate about helping customers, and enjoys building lasting partnerships. The ideal individual will continuously work to surpass their customers’ expectations.

 

Role and Responsibilities:

  • Serves as trusted advisor of schools and districts across New York State using Nearpod and Flocabulary through customer journey of onboarding, nurturing, and renewal

  • Ensures customers are achieving their desired outcomes and renewing and expanding their contracts

  • Cultivates relationships at all levels of current customers across New York State and with statewide and regional BOCES partners

  • Exceeds assigned targets for renewals, expansion opportunities, and strategic objectives 

  • Partners with the Sales team to expand current customer relationships and onboard new customers

  • Anticipates customer needs and shares customer feedback with Product team

  • Collaborates cross functionally with team members in the broader organization (Customer Support, Professional Services, Product, Marketing, Content, Operations, Finance)

  • Coaches customers on best practices for implementing Nearpod and Flocabulary

  • Executes action based strategic plans to grow Nearpod and Flocabulary adoption

  • Catalogues customer benchmarks and success stories

  • Demonstrates a mastery of Nearpod and Flocabulary products

  • Understands the K-12 education competitive landscape

 

Qualifications:

  • Bachelors’ degree in education, business, or other related fields required; Masters’ degree in related fields preferred

  • Minimum of 5+ years prior experience in Education and/or a Customer Success role at a SaaS Education company required; including 2-4 years of successful product/solution implementation

  • Demonstrated success building senior level relationships and managing complex projects

  • Excellent planning, organizational and prioritization skills

  • Established leadership experience and ability to lead others to consensus

  • Ability to operate in a efficient manner in a fast paced, goal-oriented environment

  • Exceptional analytical and detail-oriented thinking skills

  • Passion for exceeding customer expectations

  • Proven track record of exceeding goals and targets

  • Strong interpersonal, written, and oral communication skills

  • Quick learner of new concepts and technologies

  • Flexibility to travel 

  • Experience working in a SaaS environment is a plus

  • Experience working with BOCES in New York State is a plus

 

Employment Requirements: Must be authorized to work in the U.S. without restrictions

 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

 

 

Student Engagement Platform - Nearpod and Flocabulary
Student Engagement Platform - Nearpod and Flocabulary
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