amplify - Digital Success Manager (Fixed-Term)
Requirements
• ● Education: Bachelor’s degree or equivalent experience. • ● Experience: 0–1 years of experience in Customer Success, Customer Service, or Account Management. • ● Communication: Demonstrated communication and presentation skills (for both internal and customer-facing meetings). • ● Organization: Strong organizational and time-management skills. • ● Customer-Centric Mindset: Strong passion for customer success and a proven ability to build and maintain relationships with diverse stakeholders. • ● Analytical Skills: Ability to analyze customer data and metrics to inform decision-making and strategy development. • ● Problem-Solving: A proactive approach to identifying challenges and implementing effective solutions. • ● Team Player: Collaborative mindset with a willingness to support colleagues and share knowledge. • ● Technical Proficiency: Familiarity with CRM software (e.g., Salesforce), customer success tools, • and webinar platforms. • ● Advanced Communication: Exceptional verbal and written communication abilities to effectively convey information, provide clear guidance, and build strong relationships with customers and team members.
Responsibilities
• Account Ownership & Retention • ● Own the Customer Journey: Own the entire customer journey for a defined book of Tier 3 businesses from launch through post-sales, acting as the accountable party for account success, retention, and renewal. • ● Strategic Planning: Develop and execute advanced success plans aligned with customer goals to facilitate account expansion and retention. Cultivate robust partnerships with account leaders (instructional and technical) to develop long-term student achievement strategies and set multi-year goals. • ● Trusted Advisor: Act as a consultant and coach to district leaders, defining and measuring the realization of curriculum objectives. Serve as the primary point of contact, collaborating closely with internal teams to deliver a superior experience. • Implementation, Onboarding & Operations • ● Project Management: Execute project plans for implementations, utilizing project tracking tools, to maintain consistency and efficiency (ranging from standard back-to-school launches to complex, multi-stream district deployments). • ● Customer Engagement and Education: Deliver engaging webinars that provide customers with valuable insights and best practices to maximize their use of our products. Additionally, conduct check-in calls to assess customer satisfaction, address concerns, and foster ongoing communication. • ● Onboarding: Work with district/school personnel to define project priorities, ensuring launch readiness and success. • ● Risk Management: Proactively identify risks and launch blockers; alert stakeholders and implement solutions or workarounds to keep projects on track. • ● Resource Coordination: Coordinate the development of Professional Learning plans and involve product specialists as needed to meet customer requirements. • Business Value & Data Analysis • ● Data-Driven Insights: Review and analyze account data to understand usage trends and develop actionable insights. Share these impact reviews with customers to inform ongoing curriculum strategy and with internal teams to drive decision-making. • ● Health and Expansion Monitoring: Accurately report and monitor the health of customer engagements and drive corrective action plans where needed. During customer interactions, seek out upselling and cross-selling opportunities that align with their evolving needs. • Product Expertise & Continuous Improvement • ● Internal Partnership: Partner with internal teams to resolve customer issues, align on initiatives, and help inform the approach to customer lifecycle processes. • ● Product Mastery: Maintain expertise across Amplify’s suite of products (focusing on Literacy and/or STEM) to advise accounts across all curriculum needs and support regional training efforts.
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