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About the Role

First Student is seeking a passionate and experienced Customer Success Manager to serve as a liaison between customers, business development, field operations, and other cross-functional teams to achieve retention goals. This role involves providing strategic support and leadership to manage and elevate retention and growth activities within the existing customer base, fostering executive business relationships to ensure contract retention and drive renewal activities.

Responsibilities

Support a dedicated area and/or region to achieve growth and customer retention objectives.
Develop and maintain trusted relationships at all levels within the customer organization.
Work collaboratively with operational leadership to develop and support delivery of full account planning processes.
Develop and support region with customer engagement and account management tools.
Share technology and service offering information, insights and benefits to customers.
Partner with operations to onboard new customers.
Establish, track and report on shared success criteria.
Work cross-functionally with field operations, business development, marketing and communications teams.
Host regular check-ins and business reviews with customers.
Accurately report and monitor health of customer deployments and drive corrective action plans.
Partner with business development team by identifying new business opportunities.
Consult regularly with customers to understand their needs and solve pain points.
Provide recommendations and work collaboratively to drive actions to improve the customer experience.
Establish, track and report on shared success criteria and desired process metrics/KPIs for large and/or at-risk customers.
Collaborate with operational leaders to drive accountability.
Suggest methods to improve area operations, efficiency and service to customers.
Partner with operations to document and escalate recurring themes or issues found in customer comments and complaints.
Actively use Salesforce to manage/update relationship information.
Monitor accounts and align with region to ensure all required data is uploaded/maintained.
Help support the field to increase Salesforce maturity.
Act as project manager for various departmental initiatives.
Provide competitive insights & product recommendations to the leadership team.
Other duties as required or assigned.

Requirements

3 years of customer success and/or customer account management experience.
A history of developing new accounts.
Experience serving as a customer advocate with the ability to understand and deliver on client needs.
Excellent writing skills, with a strong orientation to detail and service.
Experience using customer relationship management software, Salesforce strongly preferred.
Advanced knowledge of word processing, spreadsheet and presentation software.
Project management experience strongly preferred.
Ability to exercise independent thinking with a high level of prioritization skills.
Ability to generate creative ideas, meet multiple deadlines and work independently.
Knowledge of business and management principles.

Skills

Customer Success
Customer Account Management
Salesforce
Project Management
Word Processing
Spreadsheet Software
Presentation Software

Location

Onsite

Work Type

Full-time

Experience Level

3 years

Education Level

Bachelor's degree or similar college level education
3-5 years of related experience and/or training

Salary/Compensations

$130,000 - $150,000 DOE

About the Company

First Student is a family of 60,000+ employees who take pride in safely transporting more than 5 million students and passengers to and from their destinations each day.
Our family of brands include Transco, Total Transportation, Maggies Paratransit, and GVC II.
Our employees are at the forefront of safety and innovation; they create and implement the most advanced training and technology the transportation industry has to offer.
MISSION: Provide unmatched care and the safest ride to school, so when students arrive, they start and end their day with an exceptional experience and are ready to achieve their full potential.
FOCUS ON SAFETY: Safety is at the heart of everything we do.
CARE FOR OUR STUDENTS: Ensure our vehicles are welcoming and trusted places where students feel comfortable and secure.
SURPASS CUSTOMER EXPECTATIONS: Go the extra mile to deliver an extraordinary experience for our customers and communities.
FOSTER TEAMWORK: Work together, act with integrity, respect each other, champion diversity and inclusion.
SET THE HIGHEST STANDARDS: Continually seek a better way to do things with innovation, sustainable practices, financial discipline, commercial excellence, and operational excellence.