Customer Success Manager

Who We Are

Open Up Resources is a non-profit publisher in pursuit of delivering equitable learning experiences for all students. 

We provide educators the tools to transform their classrooms into communities of student achievement and education equity. 

We achieve this by providing educators best in class, research-based Pre K-12 curricula and professional learning so they may support every student’s academic success and create in-class experiences that celebrate, honor, and empower all students with a keen focus on historically excluded student populations. 

The Role

The K-12 Customer Success Manager is responsible for working with district and instructional leadership teams in building relationships, understanding district implementations and successes/challenges, with the intent to retain their business while providing exceptional customer service. You will promote, present, and secure district adoptions of our offerings, along with the related professional development and support services.

We are seeking education enthusiasts with exceptional relationship management skills who are ready for an opportunity to provide school districts with the highest quality instructional resources and implementation supports available. 

The ideal candidate is a mission-driven self-starter with an energetic passion for transformation and equity within education, a strong K-12 background, K-12 sales experience, and an aptitude for getting-to-yes.

Requirements

Key Responsibilities 

• Grow existing customer base through cross-selling and upselling. 
• Maintain a high renewal rate for all existing accounts.
• Cultivate customer relationships through timely meetings; ensure customer satisfaction through excellent customer support.
• Employ solution selling techniques including calls/video demonstrations as well as productive questioning and listening strategies that lead to a successful customer experience in evaluation of OUR offerings.
• Demonstrate superb customer focus, response, and follow-up abilities, while leveraging a matrix of internal and external support.
• Develop and maintain expert content and services knowledge for the OUR portfolio, the K-12 educational marketplace, and factors influencing the Open Educational Resources movement.
• Effectively use promotional materials to support marketing messaging through email, social media, and presentations.
• Demonstrate teamwork by sharing best practices and working collaboratively with the new business sales team. 
• Maintain an “always improving and learning” attitude internally and externally.
• Maintain accuracy in company records such as ensuring all calls have been logged correctly in SalesForce.com, opportunities have been tracked correctly and customers’ details are accurately captured.
• Assist with developing regional and local marketing plans on a monthly basis.
• Partner with sales reps to ensure consistency from sales to implementation.

Core Competencies

• Ethics and Integrity: Behave in a fair and ethical manner toward peers, partners, and customers; instill mutual trust and confidence; acts with honesty and integrity.
• Planning/Organizing/Goal Setting: Demonstrates the ability to organize people and tasks; develops realistic action plans while being sensitive to time constraints and resource availability; defines realistic, specific goals and objectives; prioritizes objectives.
• Teamwork: Works with colleagues to build morale and team commitment to strategic initiatives.
• Diversity: Understands that each individual is unique and celebrates individual differences including race/ethnicity, gender, sexual orientation, age, mental or physical disability, marital status, veteran status, education, training, position, level of authority, seniority, full-time or part-time status.
• Collaboration: Cultivates a positive partner and customer service relationship, and fosters two-way communication; delivers products that exceed or meets customer expectations.
• Continuous Improvement: Continuously seeks opportunities for innovative approaches to address organizational opportunities.
• Solution Oriented: Able to take action in solving problems, using reason and a systematic approach.
• Managing Change: Creates an environment that embraces change, both internally and externally, and helps others to accept new ideas.

Job Qualifications

• Dedicated passion for increasing equity in the K-12 landscape. 
• Minimum of 5 years experience in the K-12 space, with a strong performance history that demonstrates growth and drive to excellence. 
• Teaching experience or district-level experience preferred.
• Ability to manage multiple tasks and prioritize appropriately.
• Proven organizational skills, high attention to detail, and superior time management.
• Excellent interpersonal, written, and oral communication skills.
• Ability to work independently.
• Ability to work effectively with all types of people.
• Strong presentation skills.
• Command of technology applications, including presentation software, HubSpot and Salesforce.com.
• Ability to build and maintain strong, trusting relationships among district and school leadership.
• Ability to use, with integrity, genuine relationships to maintain customer status and grow product usage throughout school/district/state.  
• Willingness to travel up to 30% to build strong relationships and better support clients.

Benefits

Additional Details

• At Open Up Resources, we believe in building and fostering a diverse and inclusive workplace environment. We are proud to be an equal opportunity employer where all applicants are considered for employment without attention to color, religion, sexual orientation, gender identity, national origin, veteran or disability status.
• We are seeking candidates who have lived experience related to social justice, diversity, equity, and inclusion.
• We are a virtual organization with headquarters in the California Bay Area. 
• We offer competitive benefits packages including employer paid healthcare, dental, vision, 401k matching and unlimited paid time off. 
• This is a benefited, full-time, exempt position with a base salary range of around $85,000 annually + a commission model.