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Customer Success Manager

    About the position

    Our global operation is growing and we’re looking for a Customer Success Manager to join our team. You'll be working alongside our team in our Malta office.

    What you’ll be doing

    • Develop a deep understanding of the MySchool system,
    • be responsible for an effective and smooth transition from the sales process to on-boarding and the settling in period.
    • use the first few months to train customers to be a self reliant as possible and use our knowledge base effectively,
    • advocate for the customer - Be proactive in analysing customer needs and preparing feedback that the support, sales and development teams can easily digest,
    • advocate for the company - Set and manage customer expectations, help them understand and accept company processes and decisions that might affect them,
    • regular customer success and satisfaction reviews - results of which are prepared for communication to other MySchool teams,
    • proactively analyse and be involved with improving the on-boarding process,
    • encourage up-sells and cross sells,
    • partner with our existing customers to effectively resolve issues over the phone various support channels and
    • diagnose software issues and engage with our product manager using established processes.

    Requirements:

    • Develop a deep understanding of the MySchool system,
    • be responsible for an effective and smooth transition from the sales process to on-boarding and the settling in period.
    • use the first few months to train customers to be a self reliant as possible and use our knowledge base effectively,
    • advocate for the customer - Be proactive in analysing customer needs and preparing feedback that the support, sales and development teams can easily digest,
    • advocate for the company - Set and manage customer expectations, help them understand and accept company processes and decisions that might affect them,
    • regular customer success and satisfaction reviews - results of which are prepared for communication to other MySchool teams,
    • proactively analyse and be involved with improving the on-boarding process,
    • encourage up-sells and cross sells,
    • partner with our existing customers to effectively resolve issues over the phone various support channels and
    • diagnose software issues and engage with our product manager using established processes.

     

     

    Considered a plus:

    • Background in education, especially a management or administrative role.
    • Experience training customers over the web.
    • Experience with customer on-boarding for SaaS.

    Selection process

    Apart from the required skills, it’s important for us to find someone that fits in with our team and culture. As well as a skills assessment to ensure the role requirements are met, our first interview will look to see if we’re a good fit for each other. If it’s all looking good, we’ll meet again for a 2nd interview.

    Apply for the Customer Success Manager role (Canada)