Customer Success Manager

Arlington, VA
United States

Child Care Aware of America

51 to 200 employees

Company Info

Job description

Blend project planning with strategic thinking in the role of Customer Success Manager.  Guide clients in their implementation through leading onboarding to products and services, developing goals and success markers, and providing ongoing support.  Communicate best practices as you ensure satisfaction and impact throughout the customer lifecycle.  This role requires in-depth knowledge of our customers, products, and the early childhood field.  This is a consultative position so user focus, great listening skills, and the ability to communicate clearly are essential.

Customer Success Manager

Creates and communicates status reports to senior management, team members, customers, and others as needed; Serves as a liaison between customers and internal stakeholders

Serves as primary customer point of contact for state-sponsored custom development and other key development projects; Responsible for managing multiple client projects at one time.

Coordinates resources from multiple teams to ensure clear communication on projects and to ensure appropriate follow up and response to internal and external team needs

Facilitates online meetings and presentations to orient clients, present new functionality, and collaborate with internal and external customers.

Ensures customer satisfaction through follow up, client responsiveness, communication, and managing client expectations.

Represents CCAoA products in internal and external workgroups, committees, and presentations

Develops, delivers and/or facilitates presentations at state and national conferences and meetings to promote CCAoA product capabilities, sales, and implementation

Leads training, technical assistance, and implementation support activities for CCAoA customers

Oversees CCAoA product support portal and training center

Manages a team of help desk and implementation support staff.

Completes other duties and projects as assigned.

Qualifications

Required

·         Bachelor's degree from four-year college or university in business, management, accounting, economics, statistics, information science or similar (Master’s degree preferred)

·         5 years’ experience  working with CCR&Rs and/or governments responsible for implementation of CCDBG and other related policies

·         Advanced knowledge of local and state child care data systems, including experience designing implementation models to support data collection, analysis and reporting

·         5 years’ experience developing and delivering training and/or technical assistance programs

·         General knowledge of application development processes – specifically web based

·         General knowledge of quality assurance and testing functions and processes including data definitions, data checks, data cleaning, etc.

Desired

·         Experience implementing NDS at state and/or local level

·         Experience managing projects with multiple internal and external stakeholders

 

Abilities

·         Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

·         Ability to apply concepts such as fractions, percentages, ratios, discounts, interest and proportions to practical situations, and other mathematical skills required to effectively plan and administer agency and/or program budgets.

·         Ability to define problems, collects data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

·         While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee frequently is required to stand and walk.  The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, and ability to adjust focus.

Company Description

Our vision: Every family in the United States has access to a high-quality, affordable child care system. The child care system supports children's growth, development, and educational advancement and creates positive economic impact for families and communities.

Our Mission: We advance a child care system that effectively serves all children and families.
Our work is strengthened by a national network of child care resource and referral agencies and diverse members and partners

Work location: Arlington, VA

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