Success Advisor

Description

Navigate360 Summary:  

Every child deserves to feel safe at school every single day, and this requires a layered, holistic approach to safety and well-being. That is why Navigate360 developed a platform of solutions tailored to the unique needs of schools and educators. Focusing on school administrators’ challenges in keeping students and staff safe, both physically and psychologically, we provide solutions that enable effective safety, intervention, culture, and climate programs 

Position Overview: 
As a Success Advisor, you will play a vital role in bridging the gap between implementation and account management, focusing on guiding customers through the crucial first 100 days of their onboarding journey. You will prepare clients for success by coordinating and facilitating the configuration, launch, and adoption of Navigate360’s SaaS solutions, ensuring they are effectively set up and primed for long-term success. This role encompasses back-office system configuration, technical setup, software training, and strategic advisory to drive strong product adoption and healthy customer relationships before transitioning accounts to the Account Management team. In addition to onboarding journey as a Success Advisor you will also support Account Managers with ongoing adoption or risk mitigation needs across the install base of customers, as well as provide additional customer success support to identified RVP owned accounts.  

Duties / Responsibilities: 

• Act as the primary point of contact post-implementation, ensuring a smooth onboarding experience. 

• Collaborate with customers to confirm that setup and initial configurations meet their business needs. 

• Drive engagement with key customer stakeholders to foster product familiarity and usage. 

• Monitor product adoption and provide proactive guidance to customers on best practices.  

• Conduct regular check-ins with customers to understand their use case and ensure they are leveraging the platform’s full capabilities. 

• Provide personalized recommendations to drive product adoption and integration into customer workflows. 

• Develop tailored success plans based on customer goals, helping to define metrics for success during the first 100 days. 

• Collaborate with internal teams (e.g., sales, product, technical support) to address any customer challenges and align on solutions. 

• Lead the delivery of customer enablement sessions, offering insights into advanced features and functionality to maximize product value. 

• Track customer engagement and satisfaction, leveraging tools and data to identify potential risks or opportunities. 

• Communicate any red flags or support needs to internal teams for proactive intervention. 

• Ensure seamless transition to the Account Management team by providing a comprehensive overview of the customer’s product adoption journey and success plan. 

• Participate in a formal handoff process, including sharing success plan inclusive of customer insights, goals, and any ongoing initiatives. 

• Provide ongoing adoption and risk mitigation support as needed for Account Manager owned accounts.  

• Work in partnership with RVPs to provide customer success on identified and co-owned accounts.  

Required Qualifications: 

• Bachelor’s Degree; or equivalent experience. 

• 2-4 years of experience in customer success, account management, or a client-facing role, ideally in SaaS or technology solutions. 

• Passion for enhancing the safety of students, faculty, and staff. 

• Strong analytical and problem-solving abilities, with excellent verbal and written communication skills. 

• Dynamic communication presence, with the ability to conduct engaging training sessions. 

• Ability to manage multiple time-sensitive projects, meeting established deadlines. 

• Experience with documenting processes and creating customer-facing reference materials. 

• Proficient in leveraging CRM platforms (Salesforce, Salesforce Lightning, Zoho, etc.). 

• Highly competent in PC/Mac operating systems and Microsoft Office365 applications. 

Preferred Qualifications: 

• 2+ years of EdTech SaaS configuration and support experience. 

• Experience in Emergency Management, Behavioral Threat Assessment, or Secondary Education. 

• Experience with Student Information System integrations (e.g., Clever, ClassLink, PowerSchool). 

• Bilingual in English/Spanish. 

Normal Working Hours and Conditions: Core business hours are generally 8:00 am – 5:00 pm.  However, this position will require work to be performed outside of normal business hours based on Company operations.   

Physical Requirements: Primary functions require sufficient physical ability and mobility to work in an office setting including verbally communicating, seeing, and hearing to exchange information and fine coordination including use of a computer keyboard.  Daily physical functions include standing, sitting, and walking for prolonged periods of time and occasionally stooping, bending, kneeling, crouching, reaching, and twisting.  The employee may engage in lifting, carrying, pushing, and pulling light to moderate amounts of weight up to 25 pounds.  The position also requires the operation of office equipment requiring repetitive hand movement.   

Qualifications