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Customer Success Manager

Robin

Robin

Administration
New York, NY, USA
Posted on Wednesday, July 3, 2024

At Robin, our success depends on customer satisfaction, and we strive to meet and exceed our customers’ expectations. Our future growth will be greatly dependent on the quality of our client services. The Customer Success Manager will build and grow our customer success department to a new standard of excellence.

  • Serve as the lead point of contact for Robin customers, developing strong client relationships and managing client expectations
  • Work with clients to promote use of the Robin product with their in-school teams to ensure efficacy and impact
  • Develop effective client onboarding and service delivery model to ensure efficient and effective service for company growth
  • Responsible for helping to improve net promoter score for the company, based on strong customer satisfaction

Functional Responsibilities

  • Manage and track customer success communications for all customers, including up to 75 assigned customers, ensuring clear expectations and understanding of timelines, programming and best practices, and helping to build effective interface between all parties, including sales and customer success teams
  • Track and manage delivery of products and services for customer success team in coordination with the sales and product delivery teams, using Robin project management software systems (Canvas, Trello, Google, HubSpot)
  • Attend regular Robin virtual team meetings, as well as weekly CS meetings and additional meetings, both internally and with clients/prospective clients, developing strong working relationships both internally and externally
  • Develop and prepare mid- and end-of-contract reporting documents and feedback reports to be shared with clients and used for internal improvement processes
  • Prepare internal reports, including monthly Client Feedback & Status Reports, and present reports to the team at Robin team meetings
  • Assist clients in the use of the Robin Canvas Learning Management System; participate in school trainings and onboarding processes, and assist in developing effective delivery processes
  • Build efficient and effective CS team processes for client onboarding and relationship management
  • Maintain an updated knowledge of the organization’s products, services, and customer service policies and pipelines

This person needs to have/be

  • An ownership mindset
  • Focus on customer needs
  • Ability to manage multiple customers while developing solutions for effective future customer success management needs
  • Excellent communication skills
  • Strong time management, organizational, communication, presentation and interpersonal skills
  • Flexible with ability to multi-task and meet deadlines, balancing multiple projects, deliverables and priorities for different clients in a deadline-driven environment

Skills and qualifications

  • Bachelor’s degree, preferably in an education-related field, and/or 6+ years of previous customer service experience, including
  • 3 Years of experience in developing effective customer success processes for an edtech or similar product
  • 3 Years Experience in building and managing an efficient and effective customer success team

Parameters

  • This role is full time and can be virtual beginning at 8:30 am ET Salary range = $60,000 – $80,000 annually depending on experience