Client Engagement Success Manager I

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish and oversee customer relationships as the main point of contact for multi-product implementations.

• Coordinate new school implementations across various product platforms and teams.

• Validate scope, timelines, objectives, expectations, and delivery schedules.

• Advocate for customer priorities, resolve issues, and propose implementation solutions.

• Develop and manage communication channels between FACTS Implementation teams and clients.

• Track and control implementation progress; provide status updates and escalate issues as necessary.

• Organize business calls, connect subject matter experts, and address implementation challenges.

• Plan, organize, prioritize, and modify work schedules as needed.

• Enhance product knowledge, assist with configurations, conduct demonstrations, and deliver FACTS/NBS system training.

• Record communications, action plans, processes, issues, and challenges.

• Engage in customer de-escalations and retrospectives.

• Gather lessons learned and improve processes, documentation, templates, and training materials.

• Contribute to the development of workflows, processes, and procedures for new products or services.

• Promote the company's mission, vision, and core values.

⛳️ Requirements

• An associate degree in a relevant field is required; a bachelor’s degree is preferred.

• 2–4 years of experience in project management, product service, and/or implementation.

• Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, Teams, and Planner.

• Required experience with the Enterprise and/or SIS platform.

• Preferred experience with Salesforce/CRM for project and workflow tracking.

• Familiarity with FACTS/NBS Enterprise and relevant stand-alone products.

• Strong attention to detail and adherence to high-quality standards.

• Exceptional organizational, interpersonal, written, and verbal communication abilities.

• Outstanding customer service skills.

• Capability to build consensus and foster rapport with colleagues and clients.

• Proven leadership skills, maturity, and a collaborative attitude.

• Effective organizational, time management, and prioritization abilities.

• Flexibility to adapt to changing circumstances and company requirements.

• Ability to take direction from various sources and prioritize effectively.

• Capacity to work both independently and collaboratively as part of a team.

• Willingness to work overtime as required, without supervision.

• Ability to travel as necessary.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Health Savings Account (HSA) and Flexible Spending Account (FSA).

• Generous earned time off.

• 401K/student loan repayment options.

• Life insurance and Accidental Death & Dismemberment (AD&D) insurance.

• Employee assistance program.

• Employee stock purchase program.

• Tuition reimbursement.

• Performance-based incentive pay.

• Short- and long-term disability coverage.

• Comprehensive wellness program.

• Overtime as required.

• Travel as necessary.