Client Success Manager

  • Deadline / Program Start: 2021-05-28
  • Organization: Committee for Children
  • Organization Type: None of the Above
  • Location: Seattle , WI
  • Recurring: Array
  • URL: Link

Committee for Children is on a mission to ensure that children everywhere can thrive. Since 1979, we’ve championed the cause of educating the whole child through advocacy, leadership in the field, and programs in social-emotional learning (SEL) and child safety.

In our pursuit of positively transforming the social-emotional well-being of 100 million children annually by 2028, Committee for Children is looking for an experienced Client Success Manager to join our Seattle-based team (The majority of our staff is currently working remotely throughout Washington state due to COVID-19).

As the ¬Client Success Manager, you will be responsible for helping Committee for Children’s clients adopt, use, find value in, and renew their Second Step programs. In addition, the successful candidate will apply a diversity, equity, and inclusion lens to all aspects of their work.

Primary Responsibilities

Client Engagement
• You will work with Committee for Children’s clients to ensure they are informed, engaged, and set up for success during the customer journey phases: Adoption, Program Use, and Renewal
• You will discuss and share the benefits of Second Step, building buy-in among district and school leaders, and giving them the tools to engage and motivate their staff
• Together with Education Partnerships Managers, you’ll develop a success plan for key clients that outlines client goals and adoption activities

Program Adoption and Usage
• You will promote best practices for a well-structured implementation of Second Step, and assist the client in adapting the planning and program rollout to their specific needs
• You will coordinate outreach at key points in the customer lifecycle, providing materials and support, including regular communication with clients to track progress
• You will leverage data to track program usage, identify clients who appear to be stalling, and reach out to provide intervention support, including proactive planning calls and follow-up, and coordinating additional support from the Implementation or Educational Partnerships team members
• You’ll work with the client’s implementors to foster knowledge and a strong SEL commitment that results in using Second Step programs with fidelity

Renewals
• Using renewal and usage data, you will identify accounts due for renewal and work with customers toward renewal/upgrades
• You’ll work collaboratively with other internal teams to garner and process renewals, as well as to develop renewal best practices by identifying roadblocks, ensuring visibility through effective reporting practices, and recommending process improvements

Client Advocacy
• You will collect, synthesize, and report customer feedback on programs, technical issues, service, communications, and processes. You’ll ensure the organization can assess and respond to client needs
• You will stay informed of current trends in Education, particularly around the areas of Social-Emotional Learning, policy and advocacy
Support Advocacy
• You’ll work closely with the Client Support team when clients are having technical or transactional issues. You will work with Support to communicate process changes both internally and externally. You’ll act as a point of escalation when necessary.
• Other duties as assigned

Qualifications

• 3+ years’ experience in customer success management or account management
• Bachelor’s Degree
• Experience in managing multiple customers, projects, and requests
• Familiarity with CRM system use and best practices
• Experience leading & managing the implementation of K-12 curriculum across a district or site, particularly social-emotional learning curriculum
• Experience guiding customers through a technical process
• Experience working for a provider of software-as a-service (SaaS) preferred

Knowledge, Skills, and Abilities
• Ability to exercise good decision making, discretion and maintain confidentiality
• Motivation to work both independently and collaboratively with and across teams
• Strong communication, critical thinking, and problem-solving skills
• Proven ability to manage multiple projects and timelines, and handle competing priorities
• Flexibility and high comfort level with ambiguity and change
• Ability to apply knowledge to each unique circumstance, navigating client needs and making informed recommendations based on experience and best practices
• Provide an informed client perspective with empathy and evidence to internal teams
• Desire to take ownership for customer’s success with ability to guide the client through the implementation process
• Genuine passion for helping clients benefit from SEL and Second Step
• Goal and process oriented
• Advanced computer skills (Microsoft suite, meeting software)
• Competency with data reporting and analysis with basic knowledge of Excel
• Ability to lead presentations and discussions with clients using webinar-based software

Organization-Wide Essential Functions

• Demonstrate a customer service focus
• Demonstrate a commitment to CFC’s Mission, NorthStar goal, Values and Equity Statement
• Demonstrate a commitment to supporting a diverse, equitable, and inclusive culture of belonging at CFC
• Demonstrate a commitment to ongoing growth and development; actively participating in organization-wide learning, including a focus on diversity, equity and inclusion
• Maintain regular and predictable attendance of set work schedule

Working Environment

• This position is in an open office environment (majority of staff is currently working remotely throughout Washington state due to Covid-19) with frequent computer use
• May require occasional travel for offsite meetings, conferences, client meetings, etc… (note CFC staff are not currently traveling until further notice due to the pandemic)

About Committee for Children
For more than 40 years, Committee for Children has been helping children learn, grow, and thrive by teaching them how to understand emotions, build meaningful relationships, and resolve conflicts. We believe that if you make a positive impact on enough children through social-emotional learning, then the ripples will help a family, a school, a community, and ultimately, the world. We call it the Empathy Effect, and it’s what we’ve worked toward since 1979. We believe that successfully ensuring the safety and well-being of all children will require the involvement of our greatest thinkers. That’s why we bring together diverse opinions and viewpoints—from educators, philanthropists, community activists, scientists and researchers, private-sector executives, and behavioral specialists. Come join the effort. And let’s grow kinder together.

We have excellent employee tenure because we take great care of our most valued assets—our employees. This role will offer some amazing opportunities to add value, contribute, and make a difference while enjoying new challenges, a collaborative and diverse team, professional development opportunities, and work/life balance. Committee for Children offers competitive benefits including medical, dental, vision, life, and retirement with employer match. We also offer subsidies for commuting, wellness, and staff development.

Committee for Children is proud to be an equal opportunity employer. We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We encourage all qualified applicants to apply, without regard to race, color, age, disability, gender, marital status, national origin, genetics, religion, sexual orientation, gender expression, political affiliation, gender identity, veteran status, or other applicable legally protected characteristics.