Customer Success Associate

About PresenceLearning

PresenceLearning is the leading provider of online speech and occupational therapy, behavioral and mental health services, and assessments for K-12 districts for children with special needs. Through our nationwide network of clinicians, PL helps school districts to support their onsite special education teams, and to ensure that every student in need receives the therapy and other services that are essential for their success in school. Founded in 2009, we are a growth stage company backed by Bain Capital’s Double Impact Fund, Catalyst Investors, New Markets Venture Fund, and more.  We currently have 150+ employees and 1,500 clinicians working in our network.  We are a national company, headquartered in NYC, with additional offices in SF and SLC, and remote employees working nationwide.

Why is this role important?

This role will provide you with the opportunity to positively impact the lives of children. PresenceLearning customers are school administrators, but really, students are our customers. Our Customer Success Associates ensure that our schools are treated with care, whether they need assistance adding additional students, need to renew their contract, or need to learn about additional services for their students. Our customers are our most valued asset, and we must ensure they have the best possible experience with PresenceLearning.

What will you do at PresenceLearning?

• Build upon the post-sale client relationship by learning the client’s goals, needs, and initiatives and by providing value in all interactions
• Serve as the primary point of contact for clients, looping in other teams as needed to provide exceptional service
• Manage the contract renewal cycle from scheduling initial meetings through negotiation, contract changes, and signature
• Proactively uncover any opportunities for adding new students and services, and manage those opportunities through all stages of the sales pipeline, including closing deals
• Serve as the internal point of contact for any issues related to an assigned client
• Maintain a thorough understanding of, and be prepared to report on, all assigned clients in terms of opportunities, current issues, contract specifics, and likelihood of renewal
• Develop a solid understanding of the political and market issues that may impact schools and districts within your assigned territory
• Take ownership of client records in Salesforce, and make sure that key fields and all client interactions are documented and up to date
• Seek out customers who have had notable success with PresenceLearning, develop their interest in serving as a customer success story, and transition them to the Marketing team

What are we looking for?

• Bachelor's degree from an accredited college or university
• 1 - 2 years of quota-carrying Customer Success or Account Management experience, ideally in the technology, healthcare, or education space
• Formal training in a recognized sales methodology
• Prior experience using Salesforce or another CRM solution
• Demonstrated success in hitting and exceeding sales targets and goals in a prior role
• Exceptional written and verbal communication skills demonstrated through email, conference calls, client visits and presentations, and internal meetings
• High level of comfort handling client objections and negotiations
• Good judgement about escalating client issues and involving internal groups to meet client needs
• Ability to successfully balance a wide variety of daily tasks and adjust priorities on the fly
• Experience with site visits and ability to travel 15% of the year

What will help you succeed here?

• Passion for helping schools and special needs students
• Strong self-motivation/entrepreneurial mindset, dedicated to growing services and reaching as many clients as possible
• Flexibility and adaptability - ability to quickly adjust to changing conditions and maintain a high performance standard
• Great collaborative and independent problem-solving skills
• Ability to work well with other team members in high pressure situations with grace, calm, and a sense of humor

Position Details 

• PresenceLearning has offices in San Francisco, New York and Salt Lake City. 
• This role is remote work from home but you must reside in California.