Customer Success Manager

Minneapolis, MN
Full Time
Customer Success
Mid Level

Position Summary

The Customer Success Manager is responsible for managing Kaleidoscope’s day-to-day relationship with a portfolio of clients. Functions of this essential role include providing unparalleled service to existing clients which exceed the expectations of their subscription, expanding product and feature add-ons, increasing client engagement, and securing renewals and referrals. Success for this role is measured by portfolio revenue growth and client satisfaction.

Position Responsibilities

  • Builds, maintains, and manages ongoing relationships with a segment of clients, while providing ongoing scholarship program service and support
  • Demonstrates a client-focused attitude and proactive engagement
  • Maintains smooth client transition from implementation team to ensure continued success of the customer journey
  • Provides client follow-up, communication and issue management, ensuring contractual obligations are met while maintaining client satisfaction
  • Retains current client base and expands footprint through cross and upsell opportunities
  • Conduct regular client reviews to ensure consistent renewals and identify subscription expansion opportunities
  • Act as an escalation resource for Support on complex client issues
  • Contributes to a collaborative culture, empowering others to make decisions and lead through innovative problem solving
  • Displays a high level of critical thinking in cross-functional process analysis and issue resolution for new and existing products
  • Meet or exceed key performance metrics
  • Serves as a culture champion of Kaleidoscope Group PBC, and works in accordance with Company policies and values
  • Maintains regular and reliable attendance
  • Performs other duties as assigned

Required Qualifications

  • At least four (4) years of customer support experience; or two (2) years of experience in SaaS (Software as a Service) onboarding, implementation, or account management. Bachelor’s degree preferred.
  • Exceptional technical proficiency, including experience with Salesforce.com or similar CRM preferred, and Microsoft Office Suite
  • Proven ability to effectively collaborate and engage with clients, other team members, leadership, and other stakeholders within a dynamic sales environment
  • Demonstrated ability to meet and achieve professional goals, and achieve timely follow-through on commitments
  • Possesses a demonstrated growth mindset; approach challenges as opportunities to improve and grow both self and Company
  • Ability to communicate and collaborate effectively in written and verbal form
  • Proven abilities in the areas of project management, group facilitation, organization, attention to detail, and interpersonal skills
  • Ability to work effectively in fast-paced, high-growth work environment with rapidly shifting priorities
  • Strong analytical and independent problem-solving skills
  • Ability to pass background study
  • Authorized to work in the US for any employer

 

Kaleidoscope is a cloud-based awards management digital platform enabling organizations to fund, design, administer, and host branded scholarship and grant programs. The platform uses leading technologies to deliver an end-to-end solution for sponsors, organizations, and those they support. Kaleidoscope is building a future where financial aid and funding solutions are smart, cost-effective, and as unique as the applicants they serve. Learn more at www.mykaleidoscope.com.

Our mission is to eliminate financial barriers to an education by mobilizing private sector wealth and deploying funds to students in need. This mission is central to our work in diversity and inclusion. Diverse and inclusive teams have a positive impact on our products and services, and enable us to best serve our diverse customers, partners, team members, and scholars from every background. Varied perspectives help us generate the best ideas to solve the most difficult problems for those we serve. We’re proud to be an equal opportunity employer and welcome our employee’s differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, Veteran status, or any other protected characteristic.

We offer a competitive pay and benefits package including an equity option grant for all employees, medical, dental, vision, short term disability, and basic term life insurance, 401(k) with company match, paid parental leave policy, flexible PTO program, and more!

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