• Serve as a Subject Matter Expert on all apexportal solution with a deep understanding of how those solutions can address client needs. • Demonstrate deep understanding of clients’ business – challenges, opportunities, goals, etc. • Maintaining the current relationship is not enough. The CSM should Expand the relationship. • Develop and drive strategies that lead to increased customer adoption and satisfaction • Lead customer engagement touch points such as Executive Business Reviews and process or technical team alignment • Identify opportunities and incremental business on assigned accounts through active cross and upsell strategies • Participate in achieving department goals through identifying additional services opportunities to installed clients. • Ensure C-level executives at client organizations achieve their desired outcomes and gain maximum value from our solution • Build and sustain relationships across customers from C-level executives to administrative personnel through regular meetings, understanding their needs, and offering tailored solutions • Develop customers who will provide positive references for prospects • Lead and align administrative and technical teams both within apex and with the customer to drive process and technical priorities to completion • Advocate for and address customers’ product, technology, and service needs internally • Assess client usage, performance, and satisfaction, and align their business objectives with our solutions • Develop deep knowledge of apex solutions • Lead base-level demos of apex products for customer knowledge and growth.

Role Description - Serve as the first and primary point of contact to manage and nurture a portfolio of K-12 accounts to maximize satisfaction, retention, and growth. - Train and onboard new K-12 customers through the implementation process, ensuring a seamless post-sale transition. - Provide ongoing professional development to existing customers on new features and when they assign new contacts or expand usage of their program. - Organize and facilitate regular customer meetings to ensure a thorough understanding of the needs of each customer's online learning program; drive high levels of satisfaction through consultative recommendations. - Understand and proactively communicate student outcomes and recommend mitigation strategies to effectively address areas of concern. - Review account and usage data on a regular basis and ensure corresponding, tailored outreach to each customer. - Consistently engage with customers and uncover the "Whys?" behind their feedback to identify root causes and opportunities. - Communicate all product enhancements, technological updates, and other pertinent information to customers in a timely and professional manner. - Regularly monitor customer attrition risks; outline and document proactive solutions to minimize and mitigate flight risks within your assigned portfolio. - Manage difficult customer feedback with high levels of tact and diplomacy. - Build relationships by providing consistent value and fostering customer loyalty. - Maintain a clear understanding of customer contracts, including pricing, renewal details, and SLAs, through the company's CRM platform. - Demonstrate a clear understanding of all course offerings and technical requirements of the program. - Resolve customer issues promptly and ensure a positive customer experience. - Collect, evaluate, and act on customer data to inform relationship-building and enhancements. - Demonstrate the product to existing and prospective customers, as needed. - Travel to visit customers or attend conferences and trade shows, as needed. - Speak and present at trade shows and conferences, as needed. - Proactively identify customer needs and promote tailored solutions. - Educate customers on solution value through data-informed relationship building and communication. - Consult with customers on K-12 online learning best practices and Harris Digital Learning's solutions. - Encourage customers to expand their licensed products and services. - Develop relationships with key stakeholders and maintain a focus on business development from customer onboarding through renewal, in joint communication with assigned Sales personnel. - Participate in customer expansion projects, as assigned. - Collaborate with internal teams (e.g., Teaching Staff, Course Development, Sales & Marketing, Product and Software Development) to troubleshoot issues and propose enhancements. - Attend regular internal meetings and act as the customer representative to ensure that decisions made are customer-focused and data-informed. - Assist with customer requests to ensure messaging is consistent, timely, and aligned with each customer's needs. - Find a balance between customer needs that will drive revenue and retention, as well as keeping the best interest of Harris Digital Learning in mind. Qualifications - Experience in account management, customer success, and/or K-12 online learning. - Keen discernment for solutions that are beneficial to both the customer and Harris Digital Learning. - Excellent communication, negotiation, and interpersonal skills. - Strong listening and questioning skills to gain a strategic understanding of customer needs and challenges. - Ability to build relationships with educational leaders, including principals and superintendents. - Strong understanding of curriculum and instruction. - Familiarity with Microsoft Office (Excel, PowerPoint, Word, Outlook), Google Drive, and online technologies. - Ability to analyze data to measure account performance. - Experience using customer relationship management (CRM) systems or inbound marketing, sales, and customer service platforms. - Strong understanding of project and program management. - Proactive, organized, and adept at managing multiple accounts simultaneously. - High degree of flexibility and demonstrated ability to thrive in a fast-paced work environment. - Ability to work and think independently within a framework of best practices. - Excellent writing skills. Requirements - Bachelor's degree in education, business, or a related field with 5 to 7 years of experience in account management, customer success, or the online learning space. - Three to five years of working in a traditional (brick and mortar) or virtual school, OR previous experience in customer success or sales in an educational setting. - Experience facilitating or participating in an e-learning or online learning course preferred. Performance Metrics - Client Net Promoter Scores and feedback. - Customer retention and attrition risk mitigation within assigned portfolio. - Account growth (renewals, increased enrollments, and upsells). - Timely resolution of client concerns and issues. - Appropriate escalation of client issues. - Contribution to overall Harris Digital Learning revenue goals. Salary Salary range: $45,000 - $50,000 per year.

• Provide consistent coaching, feedback, and career development for Enterprise CSMs. • Partner with CSMs to execute retention strategies, identify opportunities for expansion, and deliver measurable business outcomes for customers. • Establish clear expectations, metrics, and operational rigor to ensure every CSM runs their business with precision and accountability. • Encourage experimentation and process innovation to improve efficiency, automation, and customer experience across the team. • Anticipate risks early and proactively guide resolution strategies, engaging with executives as needed to ensure alignment and partnership. • Set strategic priorities aligned with company OKRs. • Track and communicate progress through reporting and ongoing feedback loops. • Partner with Product, Sales, Onboarding, and Support teams to ensure a seamless customer journey and strong internal alignment. • Gather and synthesize customer feedback to influence product strategy and advocate for continuous improvement. • Recruit, onboard, and mentor top talent while maintaining a culture of passion, curiosity, and care.

Role Description Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Gainwell Technologies is seeking a Customer Engagement Manager (CEM) with strong ServiceNow experience to drive client engagement, service delivery excellence, and operational transparency across enterprise engagements. This role will serve as a strategic partner between business stakeholders and delivery teams, ensuring visibility into service performance, demand, and outcomes while supporting structured service management and continuous improvement. - Serve as the primary point of contact for clients and stakeholders, building strong relationships and ensuring alignment with business objectives. - Drive service delivery excellence by monitoring SLA/KPI performance and ensuring stability of ongoing operations. - Leverage ServiceNow ITSM dashboards and reporting to provide visibility into service performance and trends. - Enable structured demand management by ensuring all requests, changes, and enhancements follow standardized intake processes (e.g., ServiceNow SPM). - Provide stakeholders with clear visibility into backlog, priorities, and delivery timelines. - Partner with delivery, platform, and architecture teams to align demand, capacity, and execution plans. - Utilize ServiceNow CSM capabilities to enhance customer engagement, case management, and SLA transparency. - Support CMDB and service mapping initiatives to improve service visibility, impact analysis, and decision-making. - Lead governance forums, including operational reviews and executive updates, delivering data-driven insights. - Identify opportunities for cost optimization, efficiency improvements, and process standardization. - Drive continuous improvement initiatives across service management and customer experience. - Act as a bridge between business stakeholders and technical teams, ensuring clear communication and alignment. Qualifications - 8+ years of experience in Customer Engagement, Service Delivery, or Account Management. - Hands-on ServiceNow experience (required), including ITSM; exposure to SPM, CSM, and/or CMDB strongly preferred. - Proven ability to manage enterprise client relationships and stakeholder expectations. - Strong understanding of service delivery models, SLAs, KPIs, and operational governance. - Excellent communication, analytical, and problem-solving skills. Requirements - Opportunities to travel through your work (0-10%). - This is a full-time permanent regular salaried (W-2) employee position. - Monday through Friday work schedule (40 hours per week). - Health (medical, dental, vision) benefits start on day 1 of employment. - Company match 401K and other benefits available within months of starting. - New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date. - Company provided computer for work use. - For all hybrid and remote positions employees' Broadband Internet connections should have a minimum speed of 24MBS download and 8 MBS upload. Greater speeds will of course provide better performance. - Video cameras must be used during all interviews, as well as during the initial week of orientation if hired. - The use of AI during interviews is prohibited. - This position will accept applications until July 1, 2026. Benefits - The pay range for this position is $86,000 - $124,000 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. - Generous, flexible vacation policy. - 401(k) employer match. - Comprehensive health benefits. - Educational assistance. - Leadership and technical development academies to help build your skills and capabilities.