TeachTown is seeking a Client Success Manager to join our Client Success Team.  This candidate will be an experienced professional with experience fostering customer relationships, developing positive customer experiences, and building brand loyalty.   They will leverage a strong understanding of key customer outcomes, strong product knowledge, and a highly customer centric approach.  They will work closely with the Account Managers to promote retention of customers and overall positive experience with TeachTown.  They will also be well versed in the technical side of our products to offer customers insights, tips on how to use features, and troubleshoot issues. 

 

Key Responsibilities:

 

  • Deliver next-level results and service for clients while continuously considering creative solutions to improve product usage and increase adoption

  • Empower customers to leverage best practices to increase adoption and utilization.  This includes supporting  customers in understanding the resources, training, support, and services available to help make them successful

  • Proactively track and drive adoption of our software against success plans

  • Develop strong relationships with end users that enable TeachTown to become a trusted partner to our clients

  • Manage client technical questions and escalations along with support, account managers, and other departments

  • Collaborate with Account Managers to identify and capitalize on growth opportunities within assigned accounts 

  • Oversee onboarding of new clients and ensure clients can quickly achieve positive student outcomes through TeachTown software

  • Understand customer value drivers and critical use cases and be able to align them to product functionality to drive key customer outcomes

  • Effectively identify, respond to and resolve client implementation issues both independently and through collaboration with TeachTown teammates

  • Represent the voice of the customer by delivering feedback to internal and external partners who influence the customer experience


Basic Requirements:

  • 3+ years successful experience in an implementation, customer service, or customer success role, preferably in either SaaS or education technology or or 3+ years in special education as an administrator/teacher with a desire to move into a customer success role

  • Consultative and solution-oriented sales mindset

  • Demonstrated experience in identifying and addressing customer needs and issues 

  • Detail-oriented with the ability to learn quickly and manage multiple relationships while setting priorities and remaining organized

  • High-level understanding of customer journeys to anticipate problems and solve them proactively

  • Proven ability to prioritize and execute amongst multiple competing priorities to achieve the best customer outcomes

  • Strong communication and interpersonal skills, with the ability to effectively listen, influence, and relate compassionately 

 

 

Preferred Education and Experience

  • 1+ year using SalesForce or a similar CRM tool

 

Competencies

  • Highly organized and ability to multi task

  • Self driven and proactive 

  • Oral and written communication

  • Teaming

 


Additional Notes:

US Work Authorization Required


About TeachTown

Our mission is to measurably improve the academic, behavioral, and adaptive functioning of students with disabilities. TeachTown offers teachers, parents, and clinicians proven software, curriculum, tools, and strategies that can help them meet educational goals and increase every child’s intellectual and social functioning. Here at TeachTown, we are committed to research and evidence-based practices with an exclusive focus on serving the needs of children diagnosed with autism spectrum disorder, those with intellectual disabilities or developmental delays, and children with emotional and behavior disorders.

 

TeachTown’s solutions are based on the principles of applied behavior analysis, which is the only scientifically validated therapy for students with moderate-to-severe learning disabilities. In addition, the use of machine learning and data analysis enables our software to dynamically adapt curricula scope and provide personalized learning for each student, in a highly scalable manner.

 

TeachTown is supported by Bain Double Impact, the impact investing strategy of Bain Capital, a leading private equity firm. The business is headquartered in Woburn, MA.

 

All TeachTown employees are expected to display unquestionable integrity in every aspect of work and dealing with others. Respect for diversity and inclusion of all individuals is imperative to our business success, embedded in our culture and required.

 

 



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