[Remote] Customer Success Manager at Incident IQ

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

(Not specified in the provided text)

Responsibilities

Own the renewal lifecycle for assigned customer accounts
Provide and document data-driven insights and reporting on renewal performance, customer health, and risk signals using CRM tools (Gainsight)
Develop and execute strategies to improve renewal rates, reduce churn, and expand customer adoption
Lead the onboarding process for add-on products with existing customers, collaborating with Sales and Implementation to ensure a seamless handoff
Executing District Reviews with key stakeholders serving as a product adoption coach, educating districts on best practices and helping them achieve measurable outcomes
Become a subject matter expert on Incident IQ’s modules, features, and upcoming releases
Develop a deep understanding of each district’s operational goals, challenges, and success metrics
Conduct regular check-ins and district reviews (DRs) to discuss ROI, assess needs and provide forward-looking guidance
Actively identify opportunities to expand customer usage and introduce new features or modules aligned with district priorities in conjunction with Sales Account Managers
Collaborate cross-functionally to ensure a consistent and exceptional customer experience
Utilize data and key performance metrics to track engagement, adoption, and support trends
Translate insights into actionable recommendations that improve both customer satisfaction and platform utilization
Share learnings internally to drive continuous improvement and product enhancement
Plan and deliver training sessions, webinars, and in-person sessions to empower customer teams
Tailor educational content to various user levels (technicians, administrators, leadership) to maximize platform value
Serve as the voice of the customer, communicating feedback and enhancement requests to Product and Engineering teams

Skills

Incident IQ

Asset management platform for K-12 schools

About Incident IQ

Incident IQ provides a support and asset management platform specifically designed for K-12 educational institutions. The platform helps schools manage their technology assets, including devices like Chromebooks and various educational software applications. It allows IT staff to submit and manage support tickets, track assets, and integrate different applications for improved functionality. For example, it can securely sync student information and payment data, facilitating better communication between district systems. Unlike many competitors, Incident IQ focuses solely on the needs of K-12 schools, offering a subscription-based model that includes additional modules for facilities and event management. The company's goal is to streamline technology management and support processes in schools, making it easier for educators to focus on teaching.

Atlanta, GeorgiaHeadquarters

2016Year Founded

GROWTH_EQUITY_VCCompany Stage

Enterprise Software, EducationIndustries

51-200Employees

Benefits

We facilitate whole-person growth where employees are able to develop personally as well as professionally.

We offer an energetic and collaborative environment, Everyone’s opinion matters!

We produce software that empowers K-12 schools to run efficiently, allowing for a better classroom experience for students to THRIVE!

We provide excellent work/life balance.

Risks

Increased competition from similar EdTech solutions may erode market share.

Rapid technological changes require constant updates, straining resources.

Economic downturns could reduce school budgets, impacting subscription renewals.

Differentiation

Incident IQ specializes in K-12 workflow management, unlike general EdTech platforms.

The platform integrates smart lockers, enhancing IT problem resolution in schools.

Incident IQ offers unique event and facilities management solutions for school districts.

Upsides

Partnership with Level Access enhances digital accessibility, meeting WCAG standards.

Strategic investment from Cove Hill Partners supports accelerated growth and innovation.

User-centric enhancements and certification programs improve user experience and adoption.

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