CentralReach is the #1 provider of SaaS software solutions for autism and IDD care. Trusted by more than 150,000 users, we enable therapy providers, educators, and employers to scale the way they deliver Applied Behavior Analysis and related therapies with innovative technology, market-leading industry expertise, and world-class customer satisfaction. CentralReach has expanded to include a suite of solutions for school-based settings. Student potential is unlocked through with our cutting-edge technology that supports best practices in: assessment, IEP and behavioral data collection, social emotional learning and the development of executive functioning and vocational skills.
As a District Success Manager, you’re responsible for supporting, renewing, and growing our Education & Adult Transition customers post-sale. This includes managing the entire lifecycle of our customer journey including onboarding, adoption, renewal and growth. The District Success Manager is the key relationship manager for our customers and works closely with other experts within the organization to ensure an exceptional customer experience.
Key Accountabilities:
Relationship building/renewal management:
- Own a portfolio of education customers and be responsible for them achieving high levels of effective use and satisfaction with CR products
- Establish strong, trust-based relationships with key stakeholders in the education sector, including administrators, teachers, and IT staff
- Collaborate with customers to understand their evolving needs and objectives
- Conduct regular check-ins and health assessments to gauge customer satisfaction and address any concerns promptly
- Proactively engage with customers before renewal dates to understand their needs and address any concerns
- Develop strategies to increase renewal rates and minimize churn
- Consistently represent an in-depth perspective of customer & user needs throughout the company
Adoption and Onboarding:
- Facilitate a smooth onboarding process for new education customers, ensuring they understand the software features and benefits
- Collaborate with customers to create onboarding plans tailored to their specific educational needs
- Monitor customer usage and adoption of the software, providing guidance and support to drive successful implementation
- Coach partners to analyze their data, and to have strong communication plans from central office, to school site leaders, to teachers on the expectations for product use
- Collaborate with our Professional Services team to develop a custom PD plan for our most strategic partners
Expansion / Cross-Selling:
- Collaborate with customers to understand their evolving needs and objectives.
- Develop and execute plans to drive expansion, ensuring the customer achieves maximum value from the software
- Identify opportunities for upselling additional features or usage, modules, or services that align with the customer's educational goals
- Showcase the value of complementary products or upgrades to enhance the customer experience
Desired Skills and Experience:
- 2+ years experience in a B2B SaaS company in customer-facing role supporting customers in the Education market
- OR 3+ years in the ABA space with deep domain knowledge around Education and/or Adult Transition
- Strong project management and organizational skills
- Clear, effective and communication and negotiation skills
- Ability to prioritize work and shift priorities as needed to meet deadlines
- Service mindset
- Strong communication and presentation skills
- Analytical and process-oriented mindset
- Ability to work in fast-paced, team environment with a high sense of urgency
- Ability to travel (up to 20%), including overnight stays for customer facing training/support, internal training or representation at educational conferences/events
- Assist with various tasks and projects as directed by manager to support team or departmental goals.
- Undertake additional assignments and responsibilities that may arise in response to changing business needs or opportunities.
CentralReach was developed for Clinicians by Clinicians. The story of CentralReach begins in 2012 when the company’s founder, a practicing Board Certified Behavioral Analyst, decided there had to be a better way to manage her operations so she could spend more time on what mattered most — working with her clients and patients. To help ABA practices focus on what they do best, CentralReach launched the first iteration of its EMR and practice management platform.
Today, under the leadership of Chris Sullens, an award-winning CEO in the technology space, CentralReach is committed to their mission of providing cutting-edge technology and services to help clinicians and educators produce superior client and student outcomes. Already a market leader, CentralReach is expected to grow exponentially through its four core tenets: hire and develop great people; build industry-leading products; provide exceptional service to customers and continuously invest in systems, processes and infrastructure.
We value our employees and offer a robust benefits package including health and dental, paid time off, life insurance, disability coverage and a 401(k) matching. We also provide comprehensive onboarding, ongoing training, mentoring and career pathing to help you develop your career. We pride ourselves on our fun and energetic environment that also provides our employees with a meaningful way to make a difference by helping clinicians and educators produce superior outcomes for children and adults with disabilities.
We value our employees and offer a robust benefits package including health and dental, paid time off, life insurance, disability coverage and a 401(k) matching. We also provide comprehensive onboarding, ongoing training, mentoring and career pathing to help you develop your career. We pride ourselves on our fun and energetic environment that also provides our employees with a meaningful way to make a difference by helping clinicians produce superior outcomes for children and adults with disabilities.
CentralReach will not contact you or schedule interviews via Facebook. Please note social media is a current sourcing tool for talent acquisition via LinkedIn, Instagram, FB and for our recent job fair through CR company marketing, but we have a direct link to our website where all viable jobs are listed and directly tracked to our company page.
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