Customer Success Manager Wollongong, New South Wales, Australia

Renaissance Learning Inc. • Wollongong City Council, New South Wales, Australia • 4d ago

Renaissance Learning Group are recruiting for a Customer Success Manager!

Renaissance is a leading provider of assessment technology to primary and secondary schools. Renaissance products promote success amongst students of all ages and abilities through personalised assessment and practice in reading and maths. Our software helps to enhance literacy and numeracy skills, support differentiated instruction, and personalise learning to optimise student development. Immediate feedback and detailed reporting equip teachers with the information needed to monitor progress and measure growth. In Australia and New Zealand, over 600 schools use Renaissance products. Worldwide, we support over 18 million students, operating in 96 countries.

JOB PURPOSE

We are looking for a talented individual to work in our new exciting, fast-paced team. The Customer Success Manager's core role is to be the lead contact with key individuals of our customers within Australia and New Zealand. Through these relationships, we provide wide-ranging and in-depth support to teaching and learning in their schools to assure our customers are maximising the benefits with our products and solutions. Our aim is to add value to the way in which the schools use the data and tools from our products, ultimately providing teachers with meaningful insights with which they can enhance pupil progress. You will work with customers to plan how our products can support improvements in teaching and learning throughout their schools with a smooth onboarding journey and ensuring positive customer experience to build a long-term relationship with Renaissance. The role is hybrid with a small amount of travel where and when required.

RESPONSIBILITIES

Manage the relationship with Schools and assessment leads in their schools. Understand what they are looking to achieve by using our products and work closely with them to ensure that their expectations are met within the ability of our platforms.
Help new customers to use the Renaissance Global platforms and assessments to ensure they have a positive experience from the start of their partnership with Renaissance Global.
Ensure customers understand the value of the data and reports they receive from the products to increase the chance of renewal.
Coordinate between trainers and customers to set up training sessions both via our training team and personally to ensure customers understand fully the Renaissance Global solution.
Analyse and aggregate school data when required and make recommendations based on the findings; lead meetings and presentations to communicate this to customers.
Represent and present Renaissance Global's products with contextual educational knowledge to all customers.
Proactively manage and monitor customer renewal to ensure renewal revenue targets are met.
Develop positive working relationships with the Business Development Managers to help support post-sales and cross-sell. Work collaboratively with them and colleagues in our other offices to ensure customers receive outstanding support.
Record ongoing contact with schools and other relevant information on internal systems. Seek ways to improve support and make recommendations for customers.
Build a strong, in-depth knowledge of products to enable you to provide confident support to customers where required and up-sell where appropriate.
Be a flexible team player, ready to support your colleagues if workload requires a change in your priorities.
Liaise with internal colleagues to generate reports and retrieve relevant information to support customers.
Share your existing teaching experience/experience working in schools with other departments e.g. school organisational structures, pedagogy, how our products can help, how we implement new practices.
Develop sales referrals from existing customers.
Attend exhibitions and conferences and present Renaissance Global’s solutions as and when required.

SKILLS & QUALIFICATIONS

Strong and confident communicator
Well-spoken and clear phone manner; professional, helpful, friendly
Influencing and selling skills
An understanding of the current education landscape, particularly in the ANZ region
Flexible and willing to take occasional late night/early morning meetings with the overseas teams
Data analysis skills
Commercial relationship building skills
Good educational background, likely to be educated to Degree level
Experience in teaching in a K-12 Setting
Preferred - 2-5 years teaching experience
Preferred - Familiar with Renaissance Global Products

PERSON SPECIFICATION

Competitive, tenacious and enthusiastic - driven to achieve results
Strong desire and curiosity to learn
Customer-focused and solutions-oriented attitude - able to identify opportunities that meet customer needs
Ability to instill a high level of credibility and build long-term relationships with customers and internal teams quickly
Collaborative approach, and a team player
Flexible approach; ability to adapt to different situations to meet the needs of the customer
Focused and disciplined, ability to work autonomously and remotely under pressure
Passionate about customer success and education

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