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.