Associate Customer Experience Manager

Company Description

SchoolMint is the leading SaaS platform driven by our mission to help educators create bright, more sustainable futures. We offer powerful products that help schools run smarter enrollment management and student behavior management. 

We are a fast-growing and established EdTech company rooted strongly in our core values: No Jerks, Period; We, Not Me; Be Heroic; Bring Your Whole Self to Work; Embrace and Drive Change. We take these seriously. At SchoolMint we live what we preach and embody values that empower us to delight our customers with award-winning products and top-notch customer service

The Role

SchoolMint is actively looking for an Associate Customer Experience Manager to join our Customer Experience team. The role reports to the Manager of Customer Experience.

The Associate Customer Experience Manager is responsible for ensuring schools have a happy and successful experience with SchoolMint. Ultimately, the Associate Customer Experience Manager ensures our customers excel at using their SchoolMint products, provides coaching and training on the product, helps support a prompt resolution to any issues our customers face, increases customer usage of and capacity in SchoolMint’s SEM products, ensure high rates of gross and net customer renewal (>95%, or as specifically set by management from time-to-time), drive customer referrals, and ensures our customers realize the ROI of their SchoolMint solutions.

The Associate Customer Experience Manager does not have HR responsibilities, but is a foundational member of the Customer Experience team entrusted to work with our smaller accounts and consistently deliver positive customer outcomes.

What You’ll Be Doing

• Manage and deepen relationships with a portfolio of charter schools and small district partners, drive renewals, reduce churn, and increase customer satisfaction
• Lead annual retrospectives sharing compelling data around usage and growth and identifying actionable feedback
• Work with customers to understand their strategic enrollment process and project goals, translate that process into a configuration plan for the SchoolMint software, and assist customers to successfully reach each milestone
• Proactively understand customers’ needs and ensure they maximize engagement with their SchoolMint solution(s) by growing customer product usage and up-selling new features and related SEM offerings
• Support annual critical milestones from updating applications to refining processes to working with internal data and technical resources to update student data.
• Monitor customer health through data analysis of product use, support inquiries, NPS scoring, and other health criteria
• Drive new business growth through advocacy and referrals
• Promote optimal product usage behaviors as guided by defined benchmarks of success for both frequency and depth of product interaction
• Create, own, and execute key stakeholder trainings through product knowledge
• Collect and manage product feedback from customers to share with our product team and participate in conversations advocating for an improved customer experience
• Collaborate with team members across Tecnical Support, Professional Services, Customer Experience, Implementation, Product, and Engineering as needed to resolve issues and deliver great customer experiences.
• Contribute to team initiatives, including the creation of knowledge, processes and tools to improve the efficiency and productivity of SchoolMint Customer Experience
• Collaborate with peers on best practice sharing and solutions
• Travel possibly required up to 25%

About You:

• 1-2 years of experience in account management or CS roles at SaaS technology companies
• Repeatedly demonstrated experience driving the adoption of technology/SaaS solutions
• Passion for improving education
• Strong communication, presentation and negotiation skills, with the ability to inspire others
• Analytical and process-oriented mindset
• Demonstrated ability to manage multi-stakeholder projects with exceptional results
• Self-driven, persistent, and assertive
• Enthusiastic lifelong learner
• Strong empathy for customers and passion for revenue and growth
• Excellent organizational and time management skills
• Technical aptitude with a solid understanding of technology and how a product works

Even Better:

• Associate Project Manager, PMP®, or similar certification
• Prior experience with Strategic Enrollment Management (SEM) and/or SchoolMint Products is a significant plus
• Associate’s or Bachelor's degree
• Subject matter expertise in education technology
• Salesforce, Totango, and/or similar CRM and Customer Experience platform experience
• Significant fluency in Spanish (read, write, speak) or other languages is a plus!

Some Awesome Perks

• Medical, Dental, and Vision Insurance
• Employee Paid Life Insurance, Short Term & Long Term Disability
• PTO (15 days), Sick Days (5 days), Birthday Floating Holiday, Wellness Floating Holidays (6 days), Volunteer Day, and Company Observed Holidays
• 401k (with a 90-day waiting period)
• Flexible Spending Account (FSA) and Dependent Care Account (DCA)
• Educational Assistance Program
• Conferences and Meet-ups