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Customer Success Manager - Illinois

Location: Illinois, USA
Date Posted: 10-10-2018
Company Overview:
Nearpod is an award-winning education technology company focused on developing digital learning tools, virtual reality and interactive content across mobile devices that provides teachers an easy and efficient way to leverage technology in the classroom by creating learning experiences that engage and inspire students.

Since its launch in 2012 Nearpod has become a leader (& teacher favorite) in teaching and learning with technology. Nearpod currently reaches ~5M students monthly. In 2016 it was named one of Inc. 500’s fastest growing private companies and was featured in the Wall Street JournalFortune and local news channels across the country.

Nearpod has offices in Miami, Florida and San Francisco, California and is backed by notable investors like Insight Venture Partners, Reach Capital, Storm Ventures, the Stanford StartX Fund, the Knight Enterprise Fund, Arsenal Ventures, as well as Marc Benioff (the CEO of Salesforce) and Scott Cook (founder and Chairman of Intuit) and his wife, Signe Ostby.

Position Overview:
We believe that Customer Success is all about understanding your customers desired outcomes with your platform and working with them to ensure they experience the most value possible along the way. As a Customer Success Manager at Nearpod you are a part of the customer’s journey through onboarding, nurturing and renewal. The goal is to not only retain the customer, but also to always be on the lookout for ways to expand the relationship and use of the platform. We are looking for people that are proactive, passionate about helping customers and enjoy building lasting relationships/partnerships with our customer base. You need to be comfortable in managing a large volume of relationships effectively.  
As a Customer Success Manager you will spend a large amount of time talking to customers through various communication channels as well as analyzing a lot of usage data through Salesforce to ensure you are proactively reaching out to the customers that need assistance the most.

Role and Responsibilities:
  • Responsible for managing relationships with school and district implementers of Nearpod
  • Ensuring onboarding, training and engagement with the software
  • Problem solving with school and district implementers to increase engagement
  • Responsible for driving renewal and upsell revenue growth on accounts managed with the assistance of an account management team
  • Understand the challenges that teachers face and demonstrate how our technology solution can impact student success
  • Partnering with other teams (sales, product, support) to share information from customers

Required Skills and Experience:
  • BA/BS required
  • Education background or experience with an Education company required
  • Prior experience in a Customer Success role at a SaaS company required
  • Ability to travel to visit schools and districts is a must
  • Exceptional customer service skills
  • Thrives in working in a fast-paced startup environment where agility is necessary as we continue to improve on processes/procedures to better handle our growing customer base
  • Familiarity with standard concepts, practices, and procedures of a Customer Success role
  • A proven track record of meeting/exceeding goals and targets
  • Excellent follow up skills, coupled with reliability and dependability
  • Ability to work independently and be responsible for meeting goals
  • Strong team player with the ability to partner with the sales team and account management team
  • Energetic, self-starter with strong work ethic and excellent track record of success
  • Excellent interpersonal, written and oral communication skills
  • Excellent planning, organizational and prioritization skills
  • Experience working in a SaaS environment is a plus

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.
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