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Customer Success Coordinator in Salt Lake City, UT at Franklin Covey Careers

Date Posted: 11/14/2019

Job Snapshot

Job Description


Title:  Customer Success Manager
Reports to:  Director of Digital Strategy, Education

 

Job Summary

The primary role of the Customer Success Manager is to provide service and support for Education clients in a team environment. Will assist with onboarding new clients to The Leader In Me online platform and other duties as needed. Through training, this individual will acquire expertise on The Leader In Me including tools, work sessions and training components for our solutions. To learn more about our Education Solutions, please visit www.theleaderinme.org.

Essential Job Functions

 

  • Be the first point of contact and act as the friendly face of our platform
  • Responsible for the smooth and seamless onboarding of new clients to Leader In Me’s online platform
  • Accountable to achieving high-penetration adoption among all staff at client schools
  • Responsible for maintaining a high integrity, accurate database of clients
  • Identify and implement programs to improve weekly engagement and to reduce churn
  • Develop client-centric metrics by actively seeking feedback and analyzing customer data
  • Provide reporting to Product Team and Executive Management
  • Identify and remove friction points and work with district and school IT departments to ensure delivery of Leader In Me Online products, including Leader in Me Weekly
  • Partner directly with Leader in Me schools annually to ensure all new and transitioning staff members are updated in Leader in Me Online database

 Candidate Qualities

  • Must be comfortable communicating via phone and email with district and school administrators, IT departments and other staff
  • Strong analytical and data analysis skills
  • Strong attention to detail
  • Highly organized and capable of developing procedures and policies to increase efficiencies
  • Ability to translate customer needs into product specs
  • Tech-savvy preferred
  • High EQ preferred
  • Strong verbal and written communication skills

Job Requirements

Requirements

This position requires a minimum of 2+ years of customer service experience plus some college.  Work experience must demonstrate organization and customer service/sales skills.  Organization skills with high attention to detail and proficiency with Microsoft Office and the ability to type a minimum of 50 WPM are required.   Experience with Salesforce.com is preferred.  Exceptional interpersonal and verbal communication skills and excellent phone skills are required.  We are looking for motivated team players with strong work ethic and the ability to work in a fast-paced environment.  Strongly prefer knowledge of FranklinCovey programs and content. 

 

Company Information

FranklinCovey is a global company specializing in performance improvement. We help organizations achieve results that require a change in human behavior. Our expertise is in seven areas: Leadership, Execution, Productivity, Trust, Sales Performance, Customer Loyalty, and Education. Our mission statement is “We enable greatness in people and organizations everywhere”.  We fulfill this mission by hiring “Achievers with Heart”. 

Visit our website at www.franklincovey.com for more information regarding our organization.

 

FranklinCovey is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. 

For more information please see our Equal Employment Opportunity is the Law poster by following the link provided. 

Reasonable Accommodation Notice
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job by emailing us at accommodations@franklincovey.com. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

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We are an Equal Opportunity Employer/Veterans/Disabled

FranklinCovey is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Please click here for additional information regarding our Equal Employment Opportunity policies.

Reasonable Accommodation Notice
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job by emailing us at accommodations@franklincovey.com. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

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The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.