Overview

At PowerSchool, we are a dedicated team of innovators guided by our shared purpose of powering personalized education for students around the world. From the central office to the classroom to the home, PowerSchool supports the entire educational ecosystem as the global leader of cloud-based software for K-12 education. Our employees make it all possible, and a career with us means you’re joining a successful team committed to engaging, empowering, and improving the K-12 education experience everywhere.

This position, under the general direction of their manager, serves as the identified PowerSchool success manager who provides dynamic account management for our award-winning K-12 software systems. PowerSchool is looking for an individual to coordinate all assigned contract renewals, which include working directly with customers and internal team players to ensure timely and accurate execution. This position is designed to positively impact retention and renewal rates through proactive account management. This position is PowerSchool’s most valuable asset, to advocate for our customers. This position relies heavily on personal accountability for results, a willingness to go ‘the extra mile’ for PowerSchool customers and a collaborative approach that brings the best to each and every customer. As a Customer Success Manager within PowerSchool, the successful candidate will be a dynamic and organized self-starter who can work independently while also being part of a team.

Responsibilities

Essential duties and responsibilities include the following.

• Owns the overall relationship with the customer
• Project Manages a portfolio of accounts in order to achieve long-term success and ensure retention and renewal rates of portfolio
• Accelerate the contract renewal process and ensure customer satisfaction
• Lead discussions around forecasting and customer health with internal stakeholders
• Accurately maintain a forecast of renewals and a dashboard of customer status
• Answers, evaluates and prioritizes incoming telephone & email requests for assistance from accounts in all customer segments who may be experiencing problems with hardware, software, networking and other computer-related technologies
• Resolve conflicts and provide solutions to customers in a timely manner
• Builds relationships with customers to become a trusted advisor, oversee adoption of PowerSchool products and services, and promote best practices to continually drive incremental value and return on their investment
• Periodically evaluate “big picture” themes and patterns. Assist in driving resolution cross-functionally to prevent larger issues from occurring
• Collaborates with sales teams to ensure growth attainment and increased footprint

Qualifications

To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Minimum qualifications include:

• Bachelor’s degree or equivalent work experience
• 3 years+ prior experience in renewals, account management, customer success, or sales in a software company, preferably Software as a Service (SaaS)
• 1-2 years+ prior experience in direct client support role
• Articulate communication skills with the ability to drive a phone conversation
• Ability to effectively prioritize and escalate customer issues as required
• Strong customer service, presentation, and conflict resolution skills

Preferred qualifications include:

• Prior Salesforce, CRM, and Gainsight experience preferred
• Strong attention to detail and time management
• Able to be successful with ambiguity and solving the client issues, working across functional lines to advocate and solve issues for the client
• Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes

Compensation & Benefits

A reasonable estimate of the base compensation range for this position is $58,000–$88,000.The compensation range is specific to the United States and incorporates many factors including but not limited to an applicant’s skills and prior relevant experience and training; licensures, degrees, and certifications; internal equity; internal pay ranges; and market data/range parameters.

EEO Commitment

PowerSchool is committed to a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce, we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing accommodations@powerschool.com.

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