EVERFI

Compensation

Full Description

The Customer Success Manager, Principal is a senior member on the team responsible for bringing Everfi's best ideas, innovations, and capabilities to customers and driving greater business value through the four pillars of Customer Success: Adoption, Customer Success, Renewals and Business Support. This individual will manage a portfolio of Strategic customers that include some of our largest and more complex accounts. Responsibilities (aka Essential Functions) Adoption - Onboard new customers, advise services team behind the scenes on best practices re customer-specific details & requirements, ensuring that the customer understands how to contact and leverage support and training. - Repeat onboarding with any upgrade/new release with a major version change, or within 30 days of employee turnover within the account. Success - Review new release details (features, functions and bug fixes) with customers during success calls. - Deliver industry expertise and communicate to customers about best practices and trends. - Advocate for customer into internal teams (i.e. Product Management, Product, Finance). - Measure and analyze CSAT of customer base by product, assessing whether or not action is needed to address. - Serve as point of escalation for customers. - Develop and manage save plans in partnership with account team during RFP or at risk customer. Renewals - Work with the Renewals Specialist to ensure a seamless renewal process for the customer, on time and with appropriate increase in fees to maintain at minimum the current revenue levels for the account. Business Support - Create & Maintain (green/yellow/red) Health index for customers (likelihood to renew), based on data related to behavior (number and frequency of support cases, CSM interactions, on-time payments, product issues, training attendance, usage levels). - Create, store and maintain all customer success documentation in a centralized repository of record, accessible in role-based views to other functional area associates: sales, support, PS and executives. Marketing and Event Support - Lead and manage customer engagement programs for Everfi clients, including in-person and virtual event strategy, student scholarship contests, teacher engagement contests, social media campaigns, and other promotions. - Project manage the development of creative assets including collateral, videos, social media campaigns, case studies and other marketing materials in collaboration with Creative Services and external vendors. - Define requirements and success metrics for customer launch events, including logistics, design, signage and attendee management, social media strategy, and drafting of press materials. Collaboration - Fosters open communication & candid discussion at all levels of the organization, even on highly sensitive topics. - Acts as a calming and settling influence in crisis situations and is looked to by others for directions and guidance. - Takes timely, strategic actions in designing and leading groups and organizations to facilitate their working together effectively. Client Relationships - Develops outstanding strategic ongoing customer relationships gaining trust and respect for company. - Handles professionally even the most difficult or sensitive situations with external parties, turning negative or adversarial situations into positive results for Everfi. Other job-related duties as assigned. Skills, Experience and Qualifications Bachelor's degree from an accredited college or university. Minimum of 9 years relevant nonprofit or customer success experience. In depth understanding of Everfi products and solutions. Excellent written and oral communication skills. Superior presentation skills and credibility with C-level executives. Ability to travel on occasion to support customer needs. The base salary for this role is expected to start at $90,000. Everfi may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.