Customer Success
Manager
About Innovare
Innovare - Social Innovation Partners is a social enterprise founded in July 2017, focused on improving education to accelerate social change. Our software and support empowers education leaders to drive continuous improvement in their organizations to impact students and communities. We currently have customers across the United States and Latin America and are expanding rapidly. We want you to be part of our team of educators, private sector transplants, data and tech experts working together toward equity.
About the Role
The Customer Success Manager is responsible for developing and nurturing customer relationships, always with a goal to impact organizational growth. In addition to ensuring customer satisfaction, the individual in this role will consult on our community development efforts that enhance our social innovation outcomes and brand presence. the Customer Success Manager collaborates with colleagues across our marketing, product, and sales teams and works closely with our executive team to ensure all efforts are centered around the needs of our customers.
An ideal candidate has a strong data strategy and continuous improvement background, knows how to operationalize research and use this information to lead customers in implementation, execution, and monitoring of successful goal-oriented strategy planning, and focuses on delivering outcomes for the people they serve. Most importantly, the candidate is nimble, resilient, empathetic, and thrives in a changing environment. A passion for equity and social justice is imperative.
Responsibilities
The Customer Success Manager supports customer relations and identifies the impact of Innovare’s mission and products, both internally and externally, by providing ongoing support in data strategy development and project management to ensure client goal attainment, ideation, and sustainability through application of the continuous improvement model.
Responsibilities include, but are not limited to:
  • Leads customer success activities such as onboarding, project management, use of product analytics, defining responsibilities and expectations of partnerships, and maintaining detailed customer records to understand each on an individual, personalized level as well as assist in achieving milestones and social impact goals
  • Collaborates with leaders and acts as a thought partner to analyze and strategize around data, ideate data dashboards, develop goals through the use of root cause analysis, driver diagrams, and theory of action workshops
  • Provides training and other necessary supports for product impact and customer success
  • Uses Google Data Studio, Tableau, or other BI software to develop and ideate customized data visualizations
  • Builds processes related to customer success that scale as the team grows
  • Collaborates with colleagues across our marketing, product, and sales teams, representing our customers’ voice in strategic Company decisions
  • Learns and incorporates best practices to demonstrate resourcefulness and effectively support customers
  • Participates in Company strategic goal setting, progress monitoring, and training activities aligning to our goals and mission
Minimum Qualifications
Excellent verbal and written communication skills
Proven success in customer relations with the ability to mitigate issues and problem solve; at least three years of customer facing experience required
Exceptional organizational skills and attention to detail
Excellent data analytics skills and familiarity with various analysis tools
Flexibility, resilience, and strong collaborative skills; able to work independently and be agile in a fast-changing environment
Strong supervisory and leadership skills
Ability and willingness to learn new systems
Bachelor’s degree in Business, Education, or related field, OR comparable record of customer success leadership experience required
Advanced skills in Google products and other related software
Desire to engage in self-development and growth through provided and independently sought out professional and talent development opportunities
Preferred
Qualifications
  • Masters in Business, Education, or related field
  • 6+ years working in education customer success related roles with proven record of positive rapport with customers, problem-solving, managing teams, and leading strategies
Benefits
  • Company-paid top-notch health, dental, vision, and disability insurance
  • Personal and professional development budget
  • Flexible schedule with home office days
  • Paid company holidays and vacation
  • Diverse team where you can be yourself 100% of the time and can share all of your ideas
  • Opportunity to shape and scale our impact-driven organization
is committed to and advocates for diversity, equity and full inclusion in technology and society. Women, non-binary and non-gender conforming people, members of the LGBTQ+ community, and/or Black, Indigenous and/or all People of Color are especially encouraged to apply.
www.innovaresip.com
@innovaresip
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