The Customer Success Specialist will be responsible for ensuring schools and parents have a happy and successful experience with PikMyKid. Ultimately, the Customer Success Specialist will ensure our customers excel at using their software, by providing coaching and training on the product, helping support a prompt resolution to any issues our customers face, and ensuring our clients realize the ROI of their PikMyKid program.

Responsibilities

  • Manage and deepen relationships with a portfolio of schools and district partners, drive renewals, reduce churn, and increase customer satisfaction.
  • Lead annual retrospectives. Sharing compelling data around usage and growth, while identifying actionable feedback.
  • Proactively understand client’s needs and ensure they maximize their use of their PikMyKid solution by growing customer product usage and up-selling new features. 
  • Support safer learning environment goals, from updating applications to refining processes to working with internal data and technical resources to track every successful milestone.
  • Monitor customer health through data analysis of product use, support inquiries, NPS scoring, and other health criteria.
  • Promote optimal product usage behaviors as guided by defined benchmarks of success for both frequency and depth of product interaction.
  • Collect and manage product feedback from clients to share with our product team and participate in conversations advocating for an improved client experience.
  • Collaborate with team members across Support, Professional Services, Customer Success, Product, and Engineering as needed to resolve issues and deliver great customer experiences.
  • Contribute to team initiatives, including the creation of knowledge, processes, and tools to improve the efficiency and productivity of customer success
  • Collaborate with peers on best practice sharing and solutions

Qualifications

  • Bachelor’s degree or equivalent experience
  • Experience in customer success in K12
  • Strong written and verbal communication skills
  • Detail-oriented and analytical
  • Demonstrated ability to increase customer satisfaction

Interested in applying? Please send your resume or CV to HRteam@pikmykid.com