Customer Success Manager (Education)

Full Time November 14, 2021 Education and Training

Job Overview

Job title: Customer Success Manager (Education)

Job description: Job Description For this opening we will consider candidates from the following locations: Toronto,ON,Canada |

Intrado’s Life & Safety division is responsible for some critical parts of our everyday life. Our solutions are responsible for everything that happens after a 9-1-1 call is placed – call routing, delivery, location determination and data management. Whether you call from a landline, cell phone or text 9-1-1, we make sure first responders get the right information at the right time so they can save lives.

Intrado also provides notifications to the utilities, healthcare and educational sectors. Our platform provides multi-modal communications that meet an individual’s contact preference and routes over 4 billion notifications each year. At the end of the day, Intrado believes that keeping people in our communities safe, connected, and healthy is a top priority.

Intrado is looking to a hire a Customer Success Manager to join our Education team. The Customer Success Manager will be directly responsible for managing the implementation process, while educating customers on workflow and provide top notch customer service.

Intrado Corporation is the trusted provider of SchoolMessenger solutions. Thousands of schools and other educational institutions in all 50 U.S. states and Canada depend on SchoolMessenger products and services for community engagement in multiple languages and on any device. From notifications and websites to custom mobile apps and social media, school leaders have relied on the SchoolMessenger platform since 1999.

Essential Duties:

Execute a variety of client engagement functions to improve client capabilities and to support successful fulfillment of client business goals
Research and investigate any client issues that could negatively impact client success or capabilities and coordinate remediation plans with appropriate internal stakeholders
Analyze client program performance to provide consultative advice regarding business solutions
Serve as a client advocate ensuring quality and delivery of service ensuring all client or internal issues are followed through to resolution in a timely manner
Analyze client complaints and/or internal concerns which will include researching and collecting data, acting as a liaison for internal and external stakeholders, troubleshooting and compiling lists of alternative solutions to determine the best course of action
Partner with internal stakeholders on assigned client’s business goals, potential client concerns, and revenue impacting issues
Continuously keep up to date on industry client engagement best practices, measuring systems, development functions, etc. and provide feedback where opportunities exist
Establish an excellent working relationship with assigned client and continuously strive to improve the level of overall service that Intrado is providing

Education:

Bachelor’s degree from an accredited college or university with major course work in business administration, communication, project management, marketing, or a related field required
Equivalent work experience in a similar position may be substituted for educational requirements

Experience:

3+ years of experience working in customer success and SaaS applications, account management or technical support experience required to include providing service to top level clients.
Strong project management skills regarding managing the implementation process
Self-starter, high energy, adaptable, inquisitive, and excited to work in an ever changing technology driven environment
Intermediate knowledge of Word, PowerPoint, and Excel required

ABOUT US

Connecting people with each other and the right information is mission critical. Our Company develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connections. Our solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter most. We do it with a laser focus on reliability.

The Company is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 30 years, we have been leading the way in hosted and cloud-based solutions.

Our solutions connect people with each other and the information needed to gain insights for better decisions on the issues that matter most – Information to Insight.

Our Company has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin and South America and is an Equal Opportunity Employer – Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
ABOUT THE TEAM