Relationship Management Specialist

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

📋 Description

• Oversee the onboarding process for new clients, guaranteeing a seamless transition from sales.

• Maintain the client relationship, serving as their representative while promoting profitable results.

• Handle renewals, cross-selling, and upselling opportunities to enhance Net Revenue Retention (NRR).

• Organize regular strategic business review meetings to evaluate customer satisfaction, success metrics, potential for deeper engagement, and overall strategic planning.

• Manage client-facing projects, collaborating with product, sales, and other departments to ensure that milestones are achieved.

• Leverage customer data to uncover trends, challenges, and opportunities for enhancement.

• Foster an environment where clients can lead discussions based on these insights during business reviews.

• Act as the main point of contact for clients, ensuring they receive the necessary resources and support.

• Collaborate closely with internal teams (sales, marketing, product) to align customer strategies with product roadmaps.

• Continuously enhance and refine the onboarding, support, and retention processes based on feedback and insights.

⛳️ Requirements

• A Bachelor’s degree in Business, Education Administration, or a related discipline is preferred.

• Completion of certification programs in Customer Success Methodology.

• Certification programs or coursework in coaching or change management.

• Preferred qualifications include Reading Endorsements, Structured Literacy Certifications, or equivalent training, along with Science of Reading Subject Matter Expertise.

• Familiarity with CRM platforms (Salesforce), Project Management Tools (Smartsheets), and Learning Management Systems.

• A comprehensive understanding of education systems, especially K-12, and the operations of departments of education.

• A minimum of 2-5 years of experience in Customer Success Management, ideally within a SaaS context.

• A proven history of managing customer relationships, renewals, and upsells for a specific portfolio.

• Project management experience, overseeing high-stakes, high-profile projects using PMO systems.

• Exceptional written and verbal communication skills for engaging with stakeholders.

• Proficiency in collecting and analyzing educational data, as well as creating reports and presentations that meet reporting requirements.

• Ability to adapt and solve problems in response to changing policies and priorities.

🏝️ Benefits

• We encourage applications from all backgrounds and identities.