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The Associate Customer Success Manager oversees customer interactions, manages the Customer Impact Plan, and ensures customer satisfaction and retention by promoting success and adoption strategies.
Top Skills:
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The Customer Success Manager advocates for customer satisfaction, drives adoption, builds relationships, identifies growth opportunities, and conducts reviews to enhance customer success.
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The Customer Success Manager advocates for customers, overseeing their engagement, ensuring product adoption, resolving issues, and promoting success stories.
Top Skills:
AIServicenowSuccess Plays
As an Associate Customer Success Manager at Parchment, all of your activities are focused on creating a phenomenal experience for the members within your territory. CSM’s provide strategic oversight for the management and utilization of our industry leading eTranscript SAAS technology by working with a cross-functional team of engineers, project managers, regulatory, legal, sales and marketing professionals. This is a position for a highly motivated, professional, and organized individual that is a true team player. Our rapid growth requires an individual who can manage priorities and reach assigned territory goals in an ever changing environment.
What you will do
- Cultivate an exceptional member experience by exceeding your member’s expectations. This is achieved through conducting calls, emails, webinars, on-sites and regional events
- Craft appropriate member strategies to build a deep rolodex of relationships at all levels in your member’s organization and across Parchment’s functions that you can leverage to achieve goals
- Be an effective communicator through conducting dynamic and well-informed presentations; to include key results and deliver difficult messages to members.
- Demonstrate a mastery of Parchment’s products and services, their capabilities and how they solve member business problems.
- Manage all renewal and expansion opportunities for 100 -500 accounts.
- To include:
- Timely renewal of existing members
- Expanding the value of existing members through price increases, expansions, and lead generation
- Effectively working cross-functionally with fellow Parchies
- Representing Parchment products and services accurately to members
- Quoting, negotiating, and closing contracts
- Accurate forecasting
- Developing and executing strategic customer engagement plans
- Meeting quantitative revenue goals (renewals and expansions) and customer satisfaction goals
What you will need to know/have
- Postsecondary degree, BA or BS preferred.
- Experience within the Higher Education industry.
- Excellent written and verbal communication skills.
- Presentation and public speaking ability.
- Computer proficiency with MS Office and systems such as Salesforce.com or one SIS or ERP.
- Successful management of a caseload. This could include previous experience in customer success, or in the higher education industry in roles such as Admissions
- 25-30% travel annually, with seasons of more travel than others.
- Consistent attainment of 90% of quarterly/annual goals or greater.
Bonus points if you also have
- Previous start-up and/or SaaS business model experience
- Project management experience
- MBA
- Experience managing or selling into accounts within the education industry
- Demonstrated successful Customer Success performance of at least 2 years.
Get in on all the awesome at Instructure:
- Competitive salary and 401k.
- Medical, dental, disability, and life insurance.
- HSA program, vision, voluntary life, and AD&D.
- Tuition reimbursement.
- Paid time off, 11 paid holidays, and flexible work schedules.
- LifeStyle Spending Account
We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.
Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.
All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.
Any attempt to misrepresent personal or professional information will result in disqualification.
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