Customer Success Manager

Job Description

JOB SUMMARY:

The Customer Success Manager for NoteActive will be responsible for delivering on-site and virtual training to Corrections clients across multiple territories. In addition to training responsibilities, the person in this role will be responsible for analyzing client feedback, client performance in the platform, and overall training performance and comprehension. Regular follow-up and communication with the client and daily analysis of client performance will be required. This role may support the development of training guides and materials. The ideal candidate will have an outgoing and self-motivated personality to ensure client engagement.

The position will report to the Project Manager.

ESSENTIAL JOB FUNCTIONS:

Plan, organize, and deliver on-site and virtual training sessions to clients and internal team.

Support the development and review of training materials, standardized training programs, including client surveys, self-guided and in-person trainings.

Clearly communicate various product functionalities and usability to clients and internal team members.

Facilitate, and assess effectiveness of training.

Monitor client engagement and satisfaction on software platform activities.

Frequently engage with clients to identify areas of opportunities, assess additional training needs, and obtain feedback to drive continuous improvement.

Analyze client performance daily, with focus on identifying areas of improvement for client as well as areas of opportunity for development within the platform.

Preparation of weekly performance analysis reports to client.

Provide technical assistance and other business services as needed.

Maintain a thorough knowledge of company’s technologies, processes, and serve as a subject matter expert.

Attend company meetings and events as needed.

JOB REQUIREMENTS:Education:

High School Diploma or equivalent required.

Bachelor’s degree in human services, computer science, or related field preferred, or equivalent experience.

Experience:

Minimum of 1 – 2 years of relevant experience in Corrections field preferred.

Minimum 1 year of training & development, facilitation, information & technology, or related field experience required.

Required Skills & Abilities:

· Proficiency in Microsoft Office required.

· Familiarity with Corrections field.

· Familiarity with Cloud Based Services-AWS preferred.

· Ability to travel up to 20% as needed.

· Valid driver’s license in home state.

· Advanced proficiency in Microsoft Office SuiteLicenses/Certifications:· PMI or Cloud Certification are highly desirable.

ORGANIZATIONAL EXPECTATIONS:

Experience in the correctional facility industry.

Ability to make complex decisions in a fast-ever-changing industry.

Ability to focus on customer needs with exceptional customer service.

Must be flexible with shifting priorities.

Strong attention to detail and organizational skills

Must be able to respond and follow-through on inquiries in a timely manner.

Proficient in Microsoft Applications, and other web-based applications.

Proficient in Android-based tablets.

Demonstrates professionalism and accountability.

Demonstrates a safety attitude consistent with NoteActive toward clients, employees, and others.

Demonstrates excellent communication skills, both written and oral.

Ensures confidentiality and security of NoteActive and client information.

Identifies and utilizes appropriate channels of communication.

Able to think and act calmly to meet unusual occurrences of the job.

Adheres to the organization’s Mission, Vision, and Values.

Participates in departmental activities, meetings and in-services, and follows established guidelines.

Maintains a safe working environment.

Willingness to travel.

Willing and able to provide training to Corrections staff in their work environment.Organizational Abilities:

Commitment to NoteActive’s core values.

Ability to analyze, organize and prioritize work under pressure while meeting deadlines.

Ability to process and handle confidential information with discretion.

Ability to work evenings, nights, and weekends as necessary.

Ability to work independently and/or in a collaborative environment.

Proficiency in computer and/or mobile software (i.e., Microsoft Office, Android tablets, etc.)FUNCTIONAL DEMANDS:Environment Work Conditions:

Normal working conditions with adequate lighting and ventilation.

Travel up to 20%.

NoteActive provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.