Jan 17, 2020
Real Customer Success comes from the heart-that's why we hire only those who are truly passionate about student success and education. You must have impeccable relational skills and can create a win/win environment for all partners you work with. If this is you, there are a lot of school and districts adopting Naviance and we would love your help taking care of our clients. The ESM will be a key member of our Enterprise Sales Team, reporting to the Director of Enterprise Partnerships. The main responsibilities for this role are retaining, renewing and growing a book of business of existing accounts by developing long-term relationships and driving success metrics that have been mutually defined. This position will be located in: Texas, Florida, North Carolina, South Carolina or Georgia Essential Functions/Responsibilities: Act as a trusted advisor to key sponsors and power sponsors to drive product adoption and ensure they leverage Naviance to achieve student success and measurable student outcomes Partner with Strategic Account Executive to manage, retain and grow the largest K12 school district partners Analyze client portfolio to identify churn risk, up-sell opportunities, and outreach strategy on an annual basis Effectively navigate the client's organization to grow our relationships and influence Map out organizational structure of the top 25% of client accounts within 60 days of start date Identify product adoption and white space within 60 days of start date Develop success plans for customers that outline their critical success factors, metrics for success, potential issues and provide recommendations Track customer metrics and sentiment to identify churn risk and work proactively with sales to address/eliminate that risk, while simultaneously identifying upsell opportunities when applicable Create 'real' referenceable clients in 25+% of client base Prioritize and drive resolution on escalated customer issues Monitor and facilitate customer adoption of our solution features and functionality while providing an understanding of their overall business needs as they relate to our products Document all communication with users and accounts accurately and in a timely manner in Salesforce Minimum Qualifications: Bachelor's degree required 2+ years experience in customer success within K12 industry or experience working within a school district Proficient in Microsoft Office (Outlook, Excel, Word, and PowerPoint) required Experience with Salesforce preferred Excellent interpersonal skill with the ability to build authentic business relationships and deal effectively with relational challenges as they come up Resourceful and creative troubleshooting skills to provide optimal business or technical solutions Outstanding presentation, development, and delivery skills, with the ability to inform, influence and impact all levels of management- you will be on the stage! Excel at working in a collaborative, team environment while able to work independently with minimal supervision Strong organizational, project management, and time management skills with the ability to prioritize and manage competing priorities within a dynamic work environment Culturally is innovative, courageous, persistent and patient, loves overcoming challenges, a bias towards action is collaborative and self-directed.
Hobsons Charlotte, NC, USA Full-time