Customer Success Manager

fastIEP is Hiring a Customer Success Manager. (Be part of something special!)

Customer Success Manager, Remote

fastIEP (www.fastIEP.com) is a dynamic startup changing the world by giving special education teachers more time to spend with their students by saving them time on paperwork. fastIEP will give you a chance to see the tools you create bringing joy to teachers (and the children they support!) within weeks - and great career development opportunities. Do you have passion, heart, and the skills needed to deliver innovative technology? See below; and good luck!

Job Description:

We are looking for a positive and passionate Customer Success Manager to own the post-sales success process of our company, develop strong customer relationships, and promote retention and loyalty. You will be in charge of ensuring customers are onboarded effectively, feel supported if they encounter issues, and are engaging with our product.

At fastIEP, we care deeply about each customer and are looking for an empathetic listener who can schedule Webinar trainings, build strong and lasting relationships with customers, and be the friendly face and voice they know and trust.

Responsibilities:

• Gather feedback from customers and analyze data to reveal best practices.
• Serve as a product expert. Provide technical support and training for our product and customize our offering to meet each customer’s unique needs.
• Influence lifetime value through customer satisfaction and reduce churn
• Map customer journey and identify opportunities for improvement
• Manage customer onboarding, training, support, and advocacy
• Measure and communicate effectiveness of Customer Success. Define and establish system for tracking metrics and create a cadence for review with upper management.
• Webinars
• Facilitate testimonials
• Instigate social media presence, for instance via competitions

Requirements:

• Past experience as a special education teacher in the US, within the past 3 years
• Passion about helping people with brain-related challenges
• Excellent communicator and creative thinker, with an ability to use data to inform all decisions.
• Proficiency with Google Suite
• Ability to work collaboratively and independently, to multitask, and to take initiative
• Attention to detail

Other Helpful Experience/Skills:

• 1+ years of experience in a customer centric role such as; Customer Success, Account Manager, Customer Support.
• Personal, voluntary, or professional experience working in education, or with children with brain differences
• Proficiency in Google Analytics, Hubspot, and PowerBI to measure/track retention, engagement, and feedback
• Calm under pressure
• Previous Sales Experience (upsell, full-cycle), Software sales preferred

Perks:

• Fully remote, work from home
• Contribute to innovative, impactful work and see the benefits directly -- we work closely with our customers to iteratively develop our product, and our Customer Success Manager is a pillar in this interaction
• Fast-paced work environment with an incredible product and rapidly developing new opportunities
• Immerse yourself in ideas and foster collaborations!
• World-class opportunities for networking and career development
• Science-based company and founding team with MDs, PhDs, and others on staff, as well as ongoing studies