Brain Power is actively seeking a passionate, high-octane, and positive Customer Success and Outreach Manager to own the post-sales success process of our company, develop strong customer relationships, and promote retention and loyalty.
You will be in charge of ensuring customers are onboarded effectively, feel supported if they encounter issues, engage frequently with our products, and provide organic testimonials via social media and word of mouth.
Additionally, you will own the implementation of our strategy to identify the most successful customers, then develop and motivate them to be evangelists to generate and onboard new customers. Customers include end-users (families with a child with mental disabilities/differences), as well as schools.
Your ability to motivate, develop, and organize them will be crucial. At Brain Power, we care deeply about each customer and are looking for an empathetic listener with abundant charisma and fire in her/his soul, who can actively pursue and cultivate strong and lasting relationships, and be the friendly face customers know and trust.
Do initial and continuing research on our customers’ needs, and our technological solutions (current and in-development)
Initial interviews with customers to get up to speed. Then build relationships and trust:
Travel to customer sites
Call customers (and in-funnel prospects)
Conduct webinars and open-house events
Scrutinize feedback and data from all the above, and from product-usage tracking, customer feedback/contact forms, web hits, social media, and campaigns
Analyze all the above feedback to reveal trends, risks, success factors, and best practices
Funnel insights above to customize our offerings and our sales cycle to meet each current and future customer’s unique needs
Serve as a product expert. Provide technical support and training
Facilitate testimonials and evangelism by customers
Instigate social media presence and virality, for instance via competitions and campaigns
Influence lifetime value through customer satisfaction and reduced churn
Map customer journey and identify opportunities for improvement
Set and follow goals for full lifecycle: customer reach, onboarding, success, retention, and peer-to-peer evangelism
Measure and communicate effectiveness of your full-lifecycle efforts. Define and establish system for tracking metrics and create a cadence for review with upper management
Create network and SOPs for successful customers to assist prospects and to be rewarded / motivated for their efforts
Background and Skills:
Charisma, fire, earnest and untiring energy, and infectious positive attitude!
Excellent communicator, high EQ, and also creative, analytical thinker
Strong ability to use data, and to design experiments/tests, to inform all decisions
2-3 years of experience in a customer-centric role such as: Customer Success, Account Manager, Customer Support, Sales, or Evangelist
Ability to work collaboratively and also independently, to multitask, and to take initiative
Strong proficiency in analytics tools such as Google Analytics, Hubspot, or the like
Expertise in industry-standard metrics of performance
Strong proficiency in collaboration software such as Google Drive, Trello, Slack, and MS Office software
Attention to detail
School or ed-tech expertise
Personal or professional connection to people with autism
Significant leadership experience
Previous sales experience (upsell, full-cycle); software sales preferred