The Role

The Customer Success Manager would be responsible for managing a portfolio of assigned accounts based on internal segmentation. They will build & expand relationships, participate in focused projects for upselling, cross-selling and net new business, and continuously work on expanding Shkolo’s footprint in said accounts. The Customer Success Manager will be further responsible for updating respective systems with relevant and up to date information. Additionally, they will be participating in the development & presentation of marketing materials for focused projects & groups.

Key Responsibilities & Accountabilities:

• Building and maintaining strong relationship with assigned portfolio of customers
• In cycle MIS renewals
• CPD sales
• Adhering to minimal churn and maximum retention targets
• Cross-selling and up-selling to higher-tier packages and expansion of Shoko’s footprint within assigned customers’ accounts
• Continuous knowledge building on the software updates, new features, changes, etc.
• Participate in new business/new customer persona sales projects
• Participate in development of CPD projects and programs, understanding customer needs and industry tendencies
• Participate in development and presentation of marketing efforts, user guides, etc.
• Manage specific campaigns – from planning to execution
• Keeping Shkolo’s CRM systems up to date
• Liaise with the administration team on invoicing, contracts and new sales
• Collect and pass feedback on the product usage and satisfaction, through the relevant channels and following the relevant processes
• Ownership of a portion of the overall sales administration tasks, distributed within the entire customer success team

Key Attributes:

• Previous experience in renewals sales, account management, net new sales, customer success or inside sales
• Previous experience working with CRM systems and/or LMS systems
• Strong relationship building skills
• Good understanding of customer success management tactics and retention techniques
• Creative thinking and ability to find solutions to complex problems
• Ability to work well and effectively with different departments
• Ability to make data-driven decisions and adapt approach basis customer needs
• Proactive approach on customer retention

Additional knowledge and skills:

• Understanding of the Education industry and local market
• Good understanding of the SaaS software industry and software selling
• Good understanding of customer segmentation and KYC techniques
• Business English
• Excellent literacy in Bulgarian