Customer Success Manager - District Management Council : Job Details

ABOUT THE POSITION

DMGroup is hiring a Customer Success Manager to join our DMSchedules team in our Boston office. The Customer Success Manager will focus on supporting school districts to implement and effectively utilize the DMSchedules products. Additionally, the Customer Success Manager will develop processes that can scale quickly to help a wide range of districts and schools achieve success.

This role will be based out of DMGroups headquarters in Boston, MA, with flexibility to work from home up to three days a week based on schedule and team needs.

WHAT YOU'LL DO

• Own the DMSchedules customer journey (onboarding, adoption, expansion, and retention).
• Lead DMSchedules software and services implementation, training, and support.
• Ensure that clients fully understand the firms software solutions while demonstrating patience, empathy, and an appreciation for organizational dynamics and the barriers to change.
• Provide hands-on product implementation and support through data collection, analysis, software configuration and training to meet the needs of our clients.
• Implement multiple, concurrent district and school projects by exercising strong project management skills.
• Work closely with Sales to set expectations for successful onboarding
• Ensure all new customers are efficiently and effectively onboarded to achieve results quickly and ensure a rewarding customer experience.
• Troubleshoot through close collaboration with district and school leadership.
• Manage escalation process for stalled implementations or at-risk accounts.
• Serve as an advocate for our software solutions and broader firm initiatives within school districts.
• Develop/improve scalable and consistent workflows by customer plan.
• Identify emerging trends across projects and share insights to improve the software and implementation efficiency.
• Be the Voice of the Customer in communicating product improvement requests to the development team.
• Engage customers via communications and activities that promote the value of our offerings and drive customer retention.
• Capture and monitor KPIs to identify and continuously improve customer retention, product, and team performance.
• Other duties as reasonably assigned.

REQUIRED SKILLS & QUALIFICATIONS

• Bachelors degree required.
• At least five years of related experience required, with prior process management experience highly preferred.
• Proficiency with Microsoft Office Suite or related software.
• Familiarity with Google Suite.
• Experience leveraging technology to support implementation and provide cross team visibility (e.g. Slack, Monday.com, Hubspot).
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Leadership experience within an education related field and/or EdTech is a plus.

ABOUT DMGROUP

For the past 20 years, District Management Group (DMGroup) has been assisting the superintendents and CEOs of school districts and their leadership teams to dramatically improve public education for all students.

District Management Group provides school systems with superior strategic insights and tactical solutions to the most pressing challenges facing school system leaders today. In addition to direct consulting, we research and publish on best practices and develop technology solutions to help district leaders implement and sustain reform. Through our consulting, research and technology solutions, we are recognized as thought leaders in national conversations on education reform including the areas of strategic planning and resource allocation, human capital including pay for performance, special education and struggling students, and in stakeholder engagement.

We are an equal opportunity employer, and we encourage applications from all individuals regardless of age, gender, race, ethnicity, religion, sexual orientation or physical ability.