Digital Customer Success Manager

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 …