Tripod Education PartnersClient Services Manager
May. 2016 - Jul. 2021Cambridge, MATripod is the nation’s leading provider of classroom-level survey assessments for K-12 education. Tripod surveys are in their 18th generation, refined over the past decade in consultation with K-12 teachers and administrators. Tripod’s research and analytics deliver valuable insights about teaching practices, student engagement, and school climate. Sales and Outreach
-Develop and define sales cycle and ensure appropriate use of stages across team
-Create and implement effective outreach strategies to build customer base
-Lead development of Salesforce CRM application (e.g., customizing field and page layout for contacts, accounts, and opportunities and creating tailored reports based on organizational needs)
-Monitor, track, and report pipeline activity in Salesforce
-Build and deploy email campaigns through Mail Chimp
-Identify prospect needs to create proposals and contracts with appropriate scope and budget Client and Project Management
-Serve as primary contact for clients-- articulating the benefits of Tripod products, resolving problems, answering queries, and gathering feedback for product and service improvement
-Provide users with quick, professional, accurate, and substantive support via email and phone before and during survey administration
-Facilitate product demos and client orientations
-Ensure materials and documentation are current, including implementation guides, training materials, and client-facing collateral Product Development
-Test software and make recommendations about how user experience can be enhanced
-Identify needed product modifications/enhancements and provide support in new product development efforts
-Champion a customer-centric approach to product definition and development by building feedback loops from help desk inquiries