Essential Duties and Responsibilities
Customer Service and Retention
Serve as the first and primary point of contact to manage and nurture a portfolio of K-12 accounts to maximize satisfaction, retention, and growth
Train and onboard new K-12 customers through the implementation process, ensuring a seamless post-sale transition
Provide ongoing professional development to existing customers on new features and when they assign new contacts or expand usage of their program
Organize and facilitate regular customer meetings to ensure a thorough understanding of the needs of each customer's online learning program; drive high levels of satisfaction through consultative recommendations
Understand and proactively communicate student outcomes and recommend mitigation strategies to effectively address areas of concern
Review account and usage data on a regular basis and ensure corresponding, tailored outreach to each customer
Consistently engage with customers and uncover the "Whys?" behind their feedback to identify root causes and opportunities
Communicate all product enhancements, technological updates, and other pertinent information to customers in a timely and professional manner
Regularly monitor customer attrition risks; outline and document proactive solutions to minimize and mitigate flight risks within your assigned portfolio
Manage difficult customer feedback with high levels of tact and diplomacy
Build relationships by providing consistent value and fostering customer loyalty
Maintain a clear understanding of customer contracts, including pricing, renewal details, and SLAs, through the company's CRM platform
Demonstrate a clear understanding of all course offerings and technical requirements of the program
Resolve customer issues promptly and ensure a positive customer experience
Collect, evaluate, and act on customer data to inform relationship-building and enhancements
Demonstrate the product to existing and prospective customers, as needed
Travel to visit customers or attend conferences and trade shows, as needed
Speak and present at trade shows and conferences, as needed
Customer Growth and Expansion
Proactively identify customer needs and promote tailored solutions
Educate customers on solution value through data-informed relationship building and communication
Consult with customers on K-12 online learning best practices and Harris Digital Learning's solutions
Encourage customers to expand their licensed products and services
Develop relationships with key stakeholders and maintain a focus on business development from customer onboarding through renewal, in joint communication with assigned Sales personnel
Participate in customer expansion projects, as assigned
Cooperation with Internal Teams
Collaborate with internal teams (e.g., Teaching Staff, Course Development, Sales & Marketing, Product and Software Development) to troubleshoot issues and propose enhancements
Attend regular internal meetings and act as the customer representative to ensure that decisions made are customer-focused and data-informed
Assist with customer requests to ensure messaging is consistent, timely, and aligned with each customer's needs
Find a balance between customer needs that will drive revenue and retention, as well as keeping the best interest of Harris Digital Learning in mind
Required Skills and Qualifications
Experience in account management, customer success, and/or K-12 online learning
Keen discernment for solutions that are beneficial to both the customer and Harris Digital Learning
Excellent communication, negotiation, and interpersonal skills
Strong listening and questioning skills to gain a strategic understanding of customer needs and challenges
Ability to build relationships with educational leaders, including principals and superintendents
Strong understanding of curriculum and instruction
Familiarity with Microsoft Office (Excel, PowerPoint, Word, Outlook), Google Drive, and online technologies
Ability to analyze data to measure account performance
Experience using customer relationship management (CRM) systems or inbound marketing, sales, and customer service platforms
Strong understanding of project and program management
Proactive, organized, and adept at managing multiple accounts simultaneously
High degree of flexibility and demonstrated ability to thrive in a fast-paced work environment
Ability to work and think independently within a framework of best practices
Excellent writing skills
Education and Experience
Bachelor's degree in education, business, or a related field with 5 to 7 years of experience in account management, customer success, or the online learning space
Three to five years of working in a traditional (brick and mortar) or virtual school, OR previous experience in customer success or sales in an educational setting
Experience facilitating or participating in an e-learning or online learning course preferred
Performance Metrics
Client Net Promoter Scores and feedback
Customer retention and attrition risk mitigation within assigned portfolio
Account growth (renewals, increased enrollments, and upsells)
Timely resolution of client concerns and issues
Appropriate escalation of client issues
Contribution to overall Harris Digital Learning revenue goals
Salary range: $45,000 - $50,000 per year.