Job Directory Customer Success Manager

Customer Success Manager
San Diego, CA

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Job Description

Renaissance® is the leader in K-12 learning analytics-enabling teachers, curriculum creators, and educators to drive phenomenal student growth. Renaissance's solutions help educators analyze, customize, and plan personalized learning paths for students, allowing time for what matters-creating energizing learning experiences in the classroom. Founded by parents, upheld by educators, and enriched by data scientists, Renaissance knows learning is a continual journey-from year to year and for a lifetime. Our data-driven, personalized solutions are currently used in over one-third of U.S. schools and more than 60 countries around the world. For more information, visit

The Renaissance Customer Success Manager is responsible for planning, scheduling, resourcing, implementing, and evaluating solution-based technology projects within schools as assigned by the Director of Customer Success. Projects will include all aspects of the implementation including coordinating and scheduling work between schools and Renaissance. Examples of responsibilities include capacity-building implementation support for customers using Renaissance software products, data review, and guiding users to proficiency in the integration of the technology with instruction. The Customer Success Manager will also assist the team with additional project tasks and implementation services.

Essential Responsibilities

* Represent the team on cross-functional projects
* Document the project (including specifications, reviews, decisions, changes) and work with multiple stakeholders to make and meet milestones
* Create implementation goals and project plans while working with internal and external groups
* Manage the project to ensure that large-scale or quick turn-around projects and programs stay on track to meet established goals
* Communicate with all stakeholders to keep them informed and moving in a unified direction
* Define project metrics and conduct ongoing data collection and analysis for reporting
* Provide consulting services to employ data-driven decision making
* Schedule ongoing coaching and mentoring to leverage teachers' instructional potential
* Research and identify potential solutions to address challenges or barriers to success for assigned projects
* Assemble resources (including assets and people) as needed on cross-functional teams and projects
* Establish and follow strong procedures and processes for project development that affects multiple groups
* Plan, schedule, and implement new objectives and sub-projects as required
* Follow through in implementing plans and proactively suggest modifications as needed
* Oversee Professional Development toward best practices of technology-based learning in a variety of settings including: classrooms, labs, centers, and home to school programs for a variety of learner populations
* Collaborate in the development, creation, and implementation of additional professional services as identified by customer needs
* Complete additional assigned tasks on a timely basis

Education and Experience

* BS/BA required; Master's degree in education preferred
* 2+ years of experience in managing educational projects
* Demonstrated ability to successfully roll-out projects and process changes
* Successful experiences with large scale literacy programs
* Program management experience and related course-work preferred
* Ability to lead without direct authority and with minimal guidance in a deadline driven environment
* Ability to set priorities and manage multiple projects
* Expertise in standardized implementation and documentation processes
* Knowledge of adult learning theory
* Ability to effectively teach and coach adults
* Experience in the creation, organization, and delivery of multiple forms of professional development
* Effective presentation and interpersonal skills
* Exceptional verbal and written communication skills
* Technology literacy: Using computers (either PC or MAC), mobile devices, Smartboards, projectors, standard Microsoft Production Suite Software (Word, Excel, PowerPoint, Outlook), Internet and e-mail usage
* Ability to communicate effectively with internal staff and external customer base
* Able to work in a well-organized and structured way within a deadline driven environment
* Excellent negotiating and conflict resolution skills
* English language proficiency

All your information will be kept confidential according to EEO guidelines.

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