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Digital Customer Success Manager - Remote, Ohio, United States

Company Description

When you join Renaissance®, you join a global leader in pre-K–12 education technology! Renaissance’s solutions help educators analyze, customize, and plan personalized learning paths for students, allowing time for what matters—creating energizing learning experiences in the classroom. Our fiercely passionate employees and educational partners have helped drive phenomenal student growth, with Renaissance solutions being used in over one-third of US schools and in more than 100 countries worldwide. 

Every day, we are connected to our mission by exemplifying our values: trust each other, win together, strive for the best, own our actions, and grow and evolve. 

Job Description

The Digital Customer Success Manager’s goals are to manage, support and renew existing customers with Renaissance Learning products and services through both digital and direct engagement. Responsible for building customer relationships, increasing client usage of Renaissance Solutions, and identifying/mitigating potential renewal churn through key digital touch points throughout the renewal cycle. As part of the Customer Success team, collaboration and partnership with sales is essential for driving customer success and achieving renewal goals for assessment and instructional tools! 

As a Digital Customer Success Manager, you will be responsible for these crucial functions and activities: 

Time Allocation 

  • 70% - Direct Sales: Customer facing activities, sales/support calls, digital touch points for customer engagement throughout the renewal cycle. 
  • 30% - Indirect Sales: Strategize with sales partners, monitor health of existing business, team development, business management, projection of monthly performance to goal.  

Sales Functions and Responsibilities: 

  • Accountability for achieving annual renewal rates for assigned customers, nurturing customers through account reviews, and digital touchpoints. Monitoring overall health of book of business. 
  • Represent Renaissance to customers by delivering proposals and quotes, as well as handling and resolving any customer concerns or issues related to their existing Renaissance products and services. 

Team and Data Functions and Responsibilities: 

  • Use the sales process to close opportunities and subscriptions; while utilizing the Renaissance designated systems to keep customer accounts, contacts, leads, and other customer data in CRM. 
  • Support territories, cohesively work with internal partners in designated territories, communicate effectively, work towards results as a unit, clearly define actions and steps for each participant on the team. Work well with sales teams and internal partners to work towards greater efficiencies, renewal retention, and sales results. 
  • Coordinate with partners and build strong working relationships with internal and post-sales support. 
  • Use market expertise to build strong retention strategies, drive efficiencies, and achieve sales success and performance achievement. 
  • Conform with all safety rules and use safety equipment as appropriate to the role 

Market Functions and Responsibilities: 

  • Develop and cultivate key customers and relationships through timely virtual meetings 
  • Understanding of customer buying cycles, market trends by state and local designations, and incorporate those findings into your approach to the educational customer. 

Qualifications

Education and Experience:

  • Bachelor's degree from a four-year college or university or equivalent combination of education and experience. 
  • Experience supporting SAAS technologies within education. 

Are You: 

  • Passionate about the idea of beginning or continuing your career in education. 
  • Organized, understand time management, and are driven to ensure work is completed and target goals are met. 
  • Proactive in communicating via phone and video chat - can think on your feet and adapt to new technologies. 
  • Extraordinary, upbeat and love engaging with existing customers. 

Additional Information

All your information will be kept confidential according to EEO guidelines.

Salary Range: $46,400 - $50,000 (This does not include an incentive plan)

This range is based on national market data and may vary by experience and location.

Benefits for eligible employees include:

  • World Class Health Benefits: Medical, Prescription, Dental, Vision, Telehealth
  • Health Savings and Flexible Spending Accounts
  • 401(k) and Roth 401(k) with company match
  • Paid Vacation and Sick Time Off
  • 12 Paid Holidays
  • Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program
  • Tuition Reimbursement
  • Life & Disability Insurance
  • Well-being and Employee Assistance Programs

Frequently cited statistics show that some women, underrepresented individuals, protected veterans and individuals with disabilities may only apply to roles if they meet 100% of the qualifications. At Renaissance, we encourage all applications! Roles evolve over time, especially with innovation, and you may be just the person we need for the future!

EQUAL OPPORTUNITY EMPLOYER

Renaissance is an equal opportunity employer and does not discriminate with respect to any term, condition or privilege of employment based on race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, military or veteran status, marital status, or status of an individual in any group or class protected by applicable federal, state, or local law.

REASONABLE ACCOMMODATIONS

Renaissance also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If accommodation is needed to participate in the job application or interview process, please contact Talent Acquisition.

EMPLOYMENT AUTHORIZATION

Applicants must be authorized to work for any employer in the United States. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

 

For information about Renaissance, visit: https://www.renaissance.com/

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