Bilingual Customer Success
1 month ago
Join us on our mission to engage every student in their journey from education to career._
**About myBlueprint**
We're creating an active and engaging learning environment for all students, and are excited about what's next. Come grow your career with us
**About the Opportunity**
Reporting to our Manager, Customer Success & Strategy, you will play an integral part in the customer journey by fostering existing relationships, driving adoption, communicating best practices, and overseeing the renewal process. You will be the trusted advisor for our customers while working with school/district leads (English and French) and drive retention through proactive problem-solving, upselling, expansions, and cross-selling.
The breakdown of responsibilities will be 25% Sales Development and 75% Customer Success/Account Management (varies based on time of year). This role will be focused on our SpacesEDU product.
If you are a goal-driven and dynamic individual interested in providing solutions to improve student success and learning experiences, and you have a strong interest/background in education, then this role could be a perfect fit for you
**_ What you will do:_**
Customer Success (75%):
- Own and drive the partner lifecycle with small and medium-sized accounts (in both the French and English speaking markets)
- Share customer insights, ideas, and challenges with the other departments at myBlueprint to help improve the customer experience, increase retention, and drive revenue growth from partners
- Contribute to our internal and external processes and documentation based on customer data, trends, and needs; collaborate with cross-functional teams to understand partner insights and develop creative solutions
- Own and drive the partner lifecycle with small and medium-sized accounts (in both the French and English speaking markets)
- Interact with school/district leads and champion users to drive adoption, engagement, and solicit feedback
- Host virtual meetings to collaborate with leads to put a meaningful implementation plan in place for the school year and discuss training options
- Drive customer retention by staying ahead of customer needs and offering new insights, strategies, and functionality
- Collaborate with the Customer Success team to improve retention and proactively mitigate risk
- Establish measurable goals and KPIs for your customer accounts
- Track all implementation, post-implementation adoption activities, and partner interactions
- Develop customer-specific resources to assist with implementation objectives and workshop/training goals (e.g., custom guides, custom slide deck, handouts, demo accounts)
- Onboard new customers including kick-off, goal setting, roll-out, and cross-functional use cases where SpacesEDU can help meet needs
- Lead customer workshops and training around product updates, new features, and implementation strategies/best practices
- Develop customer-specific resources to assist with implementation objectives and workshop/training goals (e.g., custom guides, custom slide-deck, handouts, demo accounts)
- Understand your customers' requirements and level of adoption of the platform to proactively assess risk in upcoming contract renewals
Sales (25%):
- Identify and pursue growth & expansion opportunities within your accounts
- Collaborate with Sales and Marketing to better understand the sales cycle and act as a liaison between Growth and Success teams to share wins, learnings, and challenges
- Understand your customers' requirements and level of adoption of the platform to proactively assess risk in upcoming contract renewals
- Manage, forecast, and secure renewals from your portfolio
- Build and maintain your network while creating new business development opportunities
- Create sales plans based on identified prospects, opportunities, and gaps in the market; develop an action plan related to territory plans or campaigns
- Understand the market by conducting research on the competition and comparing them with our offerings
- Prepare and deliver persuasive sales presentations, proposals, and product demonstrations tailored to the needs of prospect(s)
- Negotiate partner rates and service agreements
- Pursue inbound and outbound sales leads from discovery to close
- Strong French-speaking skills
- Experience in the Education industry, as an educator or at another edtech company
- 1+ years in Customer Success or Account Management at a SaaS company
- Strong business acumen and proven ability to influence decision-makers in various sizes of organizations
- Proven experience increasing software adoption, and leveraging Customer Success best practices
- Proven ability to develop strategies, translate them into initiatives, and track success
- Experience in preparing and delivering presentations targeted to a senior audience
- Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve t
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