Team Overview Our Success team ensures our partners in educational technology achieve their desired outcomes, serving as champions of our customers' needs. Through collaboration, strong relationships, and advocacy, the Success team positively impacts customer retention through proactive engagement and delivering excellence to our customers.

Description

The Customer Success team focuses on ensuring customers achieve their desired outcomes with our products through satisfaction, retention, and growth.

Your day-to-day job will consist of:

• Customer Retention:Identifypotential risks to customer retention and proactively refer cross-functionally to mitigate churn and improve retention rates.
• Improve customer health through cross funcitonal collaboration with Support, Services, Sales and other departments.
• Analysis and Insights: Partner with the leadership to analyze andidentifyretention trends and provide insights to the business.
• Cross-Functional Collaboration: Partner with Customer Success, Account Management, and EIC teams to ensure a seamless customer experience and maximize renewal and expansion opportunities.
• Forecasting: Ensure renewal and risk forecasting processes across assigned teams, ensuring data accuracy and actionable insights for leadership.
• Negotiation: Manage customer negotiations for renewal terms, pricing, and contract modifications, focusing on creating mutually beneficial outcomes.
• Process Optimization:Assistin the design andimplementatioinscalable processes and best practices to enhance the efficiency and effectiveness of renewal management activities.
• Customer Advocacy: Act as a senior escalation point for renewal-related customer concerns, collaborating with internal teams to resolve issues andmaintainhigh customer satisfaction.

Qualifications include:

• 5 years prior experience in a Customer Success, Account Management, or technical support role
• Exceptional communication and presentation skills
• Attention to detail and a strong bias for action
• Strategic thinking with the ability to align solutions to customer goals.
• Proficient in Microsoft Office suite
• Proficient in the use of AI for business analysis
• Mastery level of delivering difficult messages when necessary
• Salesforce experience preferred
• Understanding of K-12 education systems and technology preferred
• Software-as-a-service (SaaS) experience preferred
• Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
• Associates degree or equivalent work experience

PowerSchool offers the following benefits:

• Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance and AD&D)
• Flexible Spending Accounts and Health Savings Accounts
• Short-Term Disability and Long-Term Disability
• Comprehensive 401(k) plan
• Generous Parental Leave
• Unrestricted paid time off (known as Discretionary Time Off - DTO)
• Wellness Program, including ClassPass & Employee Assistance Program
• Tuition Reimbursement
• Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program and Prepaid Legal coverage

A reasonable estimate of the base compensation range for this position is $69,700 - $103,200 USD. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicant's skills and prior relevant experience and training; licensures, degrees, and certifications; internal equity; internal pay ranges; and market data/range parameters.