Customer Success Representative - Center for Responsive Schools

This position does NOT offer remote work, the position will be on-site in Turners Falls, MA.

The Customer Success Representative helps partners achieve their school, teacher, and student improvement outcomes by building strong partner relationships supporting the adoption and implementation of Responsive Classroom and Fly Five. The Customer Success Representative will support partners with an outbound consultative approach and a passion for achieving our mission of making a difference through Responsive Classroom and Fly Five.

The Customer Success Representative is responsible for the post-sales success plan and working closely with Educational Partnership, Implementation, and Professional Learning in post-sale service to ensure customers successfully adopt our program and curriculum, impacting the mission through renewals and expansion.

This position is responsible for making sales calls, sending email communication, and other related activities to retain existing customers, re-engage former customers, and provide customer satisfaction.   S/He will develop a deep knowledge of our programs, products and services and program implementation and adoption and apply that knowledge to help retain customers and maintain brand loyalty.  

When working with customers, the Customer Success Representative will encourage the adoption of our family of programs and services through a consultative approach for supporting partners in continuing their implementation of both Responsive Classroom and Fly Five.

The Customer Success Representative will enhance Responsive Classroom and Fly Five brand values through exceptional customer services that allow customers to continue their adoption by removing barriers, customer education and problem-solving. 

PRIMARY DUTIES & RESPONSIBILITIES INCLUDE:

Partners' Retention and Engagement

• Implement the Customer Success and Quarterly Renewal Plan. 
• High ownership of maintaining positive relations with assigned Book of Business
• Work closely with the supervisor to implement the Customer Success and Quarterly Renewal Plan for each customer post-sale.
• Makes initial and follow-up contact with each assigned customer.
• Proactively follow up with account closures or accounts that have lapsed to ascertain the reasons for closing their account and attempt to resolve any issues that could restore the customer relationship.

Partner Satisfaction

• Serves customers by providing product and service information and resolving product and service problems. 
• Attracts potential customers by answering product and service questions and suggesting information about other products and services. 
• Supports customer account management as required.

Manages the Customer Success Plan

• Uses established guidelines to create a Customer Success Plan for each customer.
• Develops strong program and content knowledge to help customers identify what program, product, or service in our family of programs is the next best solution to support their teacher and student learning goals and outcomes.  
• Educates partners to purchase a product they value more or otherwise consider a better version than the one the customer originally planned on buying.
• Owning and executing all post-sales customer activity from onboarding through expansion and retention.
• Participate in training as needed
• Perform other duties as assigned

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

• Two-year degree or equivalent experience working directly with customers or sales experience.
• The candidate will have previous customer service experience, sales experience or experience working directly with customers. 
• Be proficient with or able to learn Salesforce and HubSpot CRM Impeccable customer service demeanor quickly.
• Strong ability to organize information.
• Proficient in Microsoft Office and Google Suite 
• Able to effectively research questions to resolve customer inquiries.
• Demonstrated ability to interact effectively with internal and external partners and clients/customers.
• Regular and reliable attendance
• Ability to work well in a highly collaborative and open suite environment.
• Effective communication skills, both written and verbal
• High accountability for performance; goal-oriented, flexible, and creative under pressure
• Disposition is consistently professional, cooperative, and collegial, evidenced by workplace maturity, composure, perspective, transparency, reliability, integrity, and trustworthiness. 
• Caring for and committed to the vision, mission, and welfare of CRS  
• Respects and values diversity; represents CRS positively and professionally in interactions with clients, vendors, and the community in both real and virtual interactions.
• Ability to pass periodic background (including fingerprint) checks

PHYSICAL REQUIREMENTS:

• Ability to use a computer for up to 8 hours/day with breaks and lunch.
• Ability to talk on the phone for up to 8 hours/day.
• Ability to travel by airplane or automobile on occasion.
• Lift up to 30  lbs. on occasion
• Must be able to show proof of Covid-19 primary vaccinations or submit a medical or religious exemption

This job description is only a summary of the typical functions of this position, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. Individual jobholders' responsibilities, tasks, and duties may vary from the above description.  Other duties, as assigned by the jobholder's supervisor, may also be required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

This position will be jointly supervised by the Director and Executive Consultant.