Hello!
I have been having trouble locating the proper NOC for my current job title and hoping you guys can help. A "Customer Success Manager" or an "Account Manager" can mean a lot of different things. I have posted my official job description below, but for additional background I work for an Educational Publisher that makes content for K-12 in the US. Ultimately, the primary role of the job is working with District Admin and IT and ensure the district is getting the support they need at a high-level. It should also be noted that most uses of "Implementing" and "Integrating" customers in the description below is not related to them becoming new customers, but rather transitioning them to a process of using a Single Sign-On with our platform(s) along with automatically rostering their teachers, students, and classes through the OneRoster data standard. This is in contrast to the "default"way of users creating their own accounts and signing in manually with a Username and Password. Please let me know if you have any questions that might help determine the correct NOC. Thanks!
Customer Success Manager
The Customer Success Manager proactively manages implementation, engagement, and communication with named accounts assigned to him/her and provides project management during the onboarding process. S/he provides implementation and sales support to sales reps within his/her region and responds to pre and post-sales inquiries. Key responsibilities include:
· Act as the single point of contact for digital product implementations for district leadership on assigned accounts. Partner with clients, integration partners, and other McGraw-Hill stakeholders to develop a vision and strategy for digital product rollout.
o Creates project/integration timeline with customer milestones
o Determines communication plan with customer
· Determine support plan and escalation path with customers.
· Develop and maintain product knowledge across K-12 digital products and services.
· Provide on-site consultation and digital access support within designated region, as allowed by available budget.
· Act as a strong customer advocate across all areas of the business—product, engineering, marketing, sales, subscription management and executive leadership.
· Assist with integration-specific tasks.
· Provide strategic integrations support for sales presentations and trainings.
· Collaborate with other teams within McGraw-Hill to ensure district future requests are shared.
· Commit to internal process improvements and consistency in digital product implementation.
· Monitor support tickets for assigned districts holistically and escalate as needed.
· Help to maintain internal systems with up-to-date customer information.
· Other duties as assigned.
I have been having trouble locating the proper NOC for my current job title and hoping you guys can help. A "Customer Success Manager" or an "Account Manager" can mean a lot of different things. I have posted my official job description below, but for additional background I work for an Educational Publisher that makes content for K-12 in the US. Ultimately, the primary role of the job is working with District Admin and IT and ensure the district is getting the support they need at a high-level. It should also be noted that most uses of "Implementing" and "Integrating" customers in the description below is not related to them becoming new customers, but rather transitioning them to a process of using a Single Sign-On with our platform(s) along with automatically rostering their teachers, students, and classes through the OneRoster data standard. This is in contrast to the "default"way of users creating their own accounts and signing in manually with a Username and Password. Please let me know if you have any questions that might help determine the correct NOC. Thanks!
Customer Success Manager
The Customer Success Manager proactively manages implementation, engagement, and communication with named accounts assigned to him/her and provides project management during the onboarding process. S/he provides implementation and sales support to sales reps within his/her region and responds to pre and post-sales inquiries. Key responsibilities include:
· Act as the single point of contact for digital product implementations for district leadership on assigned accounts. Partner with clients, integration partners, and other McGraw-Hill stakeholders to develop a vision and strategy for digital product rollout.
o Creates project/integration timeline with customer milestones
o Determines communication plan with customer
· Determine support plan and escalation path with customers.
· Develop and maintain product knowledge across K-12 digital products and services.
· Provide on-site consultation and digital access support within designated region, as allowed by available budget.
· Act as a strong customer advocate across all areas of the business—product, engineering, marketing, sales, subscription management and executive leadership.
· Assist with integration-specific tasks.
· Provide strategic integrations support for sales presentations and trainings.
· Collaborate with other teams within McGraw-Hill to ensure district future requests are shared.
· Commit to internal process improvements and consistency in digital product implementation.
· Monitor support tickets for assigned districts holistically and escalate as needed.
· Help to maintain internal systems with up-to-date customer information.
· Other duties as assigned.
