Customer Success Manager (SchoolCare)

We’re changing the way people connect to social care.    At Findhelp, we’ve built a comprehensive platform of products and services that make it easy for you to connect people to resources, follow them on their journey, and track your impact in a fast and reliable way. Our industry-leading social care network includes more than half a million local, state, and national programs that serve every ZIP Code in the country, from rural areas to major metropolitan centers.  Findhelp is headquartered in Austin, Texas and has been enabling healthcare, government, education, and other organizations to connect people with the social care resources that serve them, with privacy and security, since 2010.   As a mission driven organization, we are focused on creating a positive impact by connecting people in need to the programs that serve them with dignity and ease. Powered by our proprietary technology that enables people to find the resources available in their area, we have helped millions of Seekers find food, health, housing and employment programs.

Job Overview: As a division within findhelp, SchoolCare’s mission is to improve children’s health with technology that efficiently connects schools, families, and healthcare providers. Our solution builds off of our school-centered digital health platform, enabling HIPAA & FERPA-compliant digital health charting, chronic disease management, and immunization compliance reporting. The SchoolCare team is working hard to drive improved health outcomes for American public school districts through health technology and preventive care.

The ideal candidate is a customer-focused, empathetic, and service-oriented professional with a strong desire to improve health outcomes for public school districts through health technology and preventive care. This individual will possess valuable experience in account management, customer success, or project management and possess the technical aptitude to quickly learn new SaaS applications. This position will be responsible for owning the onboarding and engagement success of new customers, building lasting relationships, managing large-scale product implementations, and advocating for customer needs to drive successful renewals and grow the company’s impact. 

Responsibilities and Duties:

• Engage clients proactively to encourage product adoption and ensure a positive experience.

• Own onboarding and engagement success of all school district facing products (school and parents applications) 

• Manage large scale product implementations with school districts 

• Collaborate with Product and Engineering to prioritize key customer needs

• Serve as the communication channel between our users and our Product and Engineering teams to help maintain the current platform and influence gen features

• Understand and translate challenges faced by schools in order to provide input and feedback into design, development, maintenance, training and implementation 

• Serve as an external facing leader for customers; supporting industry education and managing escalations as needed

• Build and maintain relationships with key customer contacts, such as the Project Manager and Technical Lead.

• Advocate for the customer, supporting their success, and helping to drive renewals.

• Gather customer feedback to understand their needs and goals and help them achieve them.

Qualifications:

• Possess a strong desire to use your job and mind to make the world a better place for people in need

• BS/BA degree or equivalent

• 2-5 years experience in account management, customer success, project management 

• Experience with technology and able to learn new technologies quickly; direct experience with SaaS application support requirements

• Customer-focused, enthusiastic, positive, and service-oriented

• Skilled at problem-solving, decision making, negotiations, and ability to navigate challenging situations in a professional manner

• High emotional intelligence, including strong listening skills, and empathy for customers and their experiences

• A passion for building strong, long-term relationships with customers by staying in constant communication and prioritizing their needs

• An interest in social determinants of health and healthcare 

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