Junior Customer Success Manager

MySchool is a web-based platform that helps schools organise their data, streamline their processes and engage with their communities. We’ve been around for 15 years and help over 200 schools worldwide with their daily needs. Whereas we are involved in large and long-term contracts with governments and multinational organisations, we want to outgrow our regional player status to become a global force in the EdTech industry. 

We are a team that is passionate about education and providing the best solutions for administrators, students, and parents alike. Our team is collaborative, fun, and always looking for new and innovative ways to improve the lives of the people we serve. We’re proud of our work/life balance, the diversity and inclusiveness of our team, its drive and professional calibre. Everyone in the company has access to a well-being budget, a self-development budget and a work-from-home budget.

We seek a motivated Junior Customer Success Manager (CSM) to join our team. This position is ideal for secondary school teachers looking to transition into the corporate world and leverage their communication, problem-solving, and relationship-building skills in a new environment. As a Junior CSM, you will be crucial in ensuring our clients have a strong relationship with MySchool and successfully use our products and services.

You'll play a crucial role in reducing churn by proactively identifying potential issues. Your insights on client interactions will enhance customer experiences and help guide our product development team towards user-centric improvements. This role requires resilience and grace in managing customer complaints and requests.

The position will involve working both day shifts (08:30 to 17:30 CET) and night shifts (13:00 CET to 22:00 CET).

Training will be given in both job and software. The applicant will also be closely supported by the rest of the team.

Although this position is remote work, It is initially only open to candidates located in Malta with a right to work in Malta.

• Build a comprehensive understanding of MySchool.

• Foster strong relationships with our customers through regular video conference calls.

• Conduct regular customer health checks and communicate insights to our internal teams.

• Act as the customer’s advocate, representing their needs and concerns within the company.

• Guide and support customers through a seamless transition from sales to onboarding.

• Continuously seek opportunities to enhance the onboarding process.

• Empower customers to become self-sufficient within the first few months.

• Identify and encourage opportunities for upselling and cross-selling.

• Address day-to-day customer issues promptly and empathetically through various support channels.

• Process and clean school data provided in multiple formats, ensuring accurate import into MySchool.

• Diagnose software issues and effectively communicate them to our product manager.

• Exceptional interpersonal skills, empathy and readiness to think on your feet,

• Capacity to build meaningful relationships with clients,

• Prior experience in education, especially in a K-12 environment,

• Comfortable with software and a problem-solving mindset,

• Ability to guide customers through a live onboarding process,

• Skilled in delivering engaging, understandable online training, and

• Excellent spoken and written English, proficient in conveying technical concepts.

• Experience in a leadership or coaching position.

• Familiar with MySchool's different modules,

• Experience in a corporate environment, specifically support or account management,

• Proficient in spoken and written French,

• Knowledge of CRM systems,

• Strong presentation skills,

• Experience in conflict resolution,

• Understands data analysis, and/or

• Has worked with customer satisfaction metrics.