• 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

Customer Growth and Expansion

• 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

Cooperation with Internal Teams

• 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

Required Skills and 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

Education and Experience

• 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 range: $45, 000 - $50, 000 per year.