[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. HMH is a learning technology company committed to delivering connected solutions that engage learners, empower educators and improve student outcomes. The Associate Success Manager works closely with the Sales and Partner Accounts teams to ensure successful onboarding, product activation, and implementation for HMH and NWEA customers.

Responsibilities

• Connect customers/partners to the support and services they need to be successful during their onboarding, product activation and implementation journey with HMH and NWEA
• Proactively analyze data to monitor health of partnership and mitigate risk as necessary
• Deliver standard product navigation overviews and provide best practices guidance for maximizing value in products and services, including setup and system requirements
• Ensure the successful onboarding and implementation of new products, including accurate system configuration, user access and engagement with services and support, and successful completion of Getting Started activities
• Take ownership of customer/partner problems and challenges, driving towards solutions as an advocate for customer/partner needs in product and service decisions
• Apply case management best practices to manage your caseload, using a combination of human-led and digital customer/partner engagement
• Document work using internal tools such as Salesforce, Gainsight, and others
• Perform other duties as assigned to ensure the success of the team and partners

Skills

• Ability to communicate clearly and accurately with external partners and internal co-workers
• Good customer service and listening skills
• Use data to identify and resolve problems
• Presentation and product demonstration skills, with up-to-date knowledge of platforms and products
• Must be able to keep and promote a team mindset while working with a high level of autonomy
• Knowledge and proficiency with common operating systems and computing devices
• Ability to understand basic terms and concepts pertaining to networks and interoperability, especially as they relate to the K-12 education environment
• Comfortable with ambiguity and ability to be flexible and adjust easily to shifting priorities
• Exceptional reliability and decision making
• Must be able to perform the physical and intellectual requirements of the role, with or without accommodation
• Bachelor's degree preferred; or an equivalent combination of education and experience will be considered in lieu of a degree
• Experience in customer success, project management or account management role desired
• Salesforce and Gainsight experience
• Knowledge of HMH and/or NWEA products and services desired
• Knowledge and/or experience working in K-12 education desired

Company Overview