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.
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
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
Highly organized and ability to multi task
Self driven and proactive
Oral and written communication
US Work Authorization Required
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.