Manager, Customer Success - Toronto, Canada - myBlueprint

myBlueprint

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Join us on our mission to engage every student in their journey from education to career._

About myBlueprint
We're creating an active and engaging learning environment for all students, and are excited about what's next. Come grow your career with us

About the Opportunity

Reporting to our Director of Customer Success, you will play an integral part in building and fostering our existing partner relationships, expanding our accounts, motivating an amazing team of Customer Success Specialists, and delighting our partners.

This role will be focused on our SpacesEDU product.

As our Manager of Customer Success & Strategy, you will work with district leads to put a meaningful implementation plan in place for the school year, collect product feedback and suggestions, identify upsell/revenue growth opportunities, and drive long-term retention.

You will also lead and manage a small Customer Success team, ensuring that the team is working meaningfully towards achieving department and company goals and objectives.

If you are a goal-driven and dynamic individual interested in providing solutions to improve student success and future readiness for all learners, you have a background in customer success, and are excited to lead an amazing team, then this role could be a perfect fit for you

_ What you will do:
_

Create and implement strategies, initiatives, and processes that improve the customer experience, increase retention, and drive revenue growth from partners
Manage day to day functions of the Customer Success Team, including recurring checkins, 1:1s, performance reviews, employee relations, conflict resolution, project delegation, OKRs and goal setting, and other managerial tasks
Collaborate crossfunctionally with Technical Support, Product, Marketing, and Sales; provide insights and solutions to partner challenges and develop strategies to proactively mitigate risk and improve partner retention
Advocate for the company by working oneonone with partners and drive a positive reputation that will result in referrals, references, and reviews
Be the voice of the customer, advocating for their needs and ensuring that company decisions are thoughtful of the end user and purchaser of our products
Build relationships with your key ministry contacts, district leads, and school champions to foster a relationship between partners and our customer experience team
Onboard new partners including educating on the value of our product, creating an implementation and training plan, fostering a strong use case, enhancing their workflow and strategy for student success
Support partner renewals for the Customer Success team by proactively assessing risk, including encouraging upsells and crosssells that fulfill partner goals
Lead customer workshops and training around product updates, new features, and implementation strategies/best practices
Develop customerspecific resources to assist with implementation and engagement objectives and workshop/training goals (e.g., custom guides, custom slidedeck, handouts, demo accounts)
3+ years in Customer Success or Account Management at a SaaS company
Strong business acumen and proven ability to influence decisionmakers in various sizes of organizations
Proven experience increasing software adoption, and leveraging Customer Success best practices
Proven ability to develop strategies, translate them into initiatives, and track success
Experience in preparing and delivering presentations targeted to a senior audience
Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience
Demonstrated operational excellence in analytical thinking, process development and iteration, problemsolving, communication, and planning
Ability to collaborate across the organization and with external stakeholders
Proficient with various software tools including Salesforce, Catalyst, Intercom, and Confluence
Willingness to professionally address escalated customer issues with urgency and tact

_ Bonus points for:
_

Experience in the K12 Ed Tech Industry or Education is a major asset
Experience with Sales, Technical Support, or Training is an asset

Our Team

Our team is full of talented and purpose-driven people who are dedicated to making an impact in the education technology industry.

We are incredibly proud of the work we do.

Our core values are:
_we take ownership, we make each other better, we invest in constant improvement, we embrace the adventure, we prioritize communication, and we want to be here_

_ Benefits & Perks_

Competitive compensation
Comprehensive health and dental coverage
A health and wellness spending account
Flexible vacation days, with additional vacation days earned annually
Additional paid time off through myBlueprint Days (between Christmas to New Year)
Additional paid time off through Quart