Client Success Specialist

2 weeks ago

Leesburg, Florida, United States Penn Foster Inc Full time

About Penn Foster Inc
Penn Foster Inc is dedicated to providing innovative educational solutions that empower individuals to achieve their career goals. Our comprehensive platform addresses the evolving needs of learners and organizations, ensuring that our offerings remain relevant and impactful.

Our commitment to customer success is paramount. The Customer Success Manager (CSM) plays a crucial role in ensuring that our clients derive maximum value from their investment in our educational solutions. This position serves as the primary point of contact for assigned clients, focusing on fostering relationships and driving customer satisfaction.

Key Responsibilities:

  • Oversee the overall relationship with assigned clients, including onboarding, advocacy, and ensuring retention.
  • Collaborate with Customer Success leadership to establish a streamlined customer journey.
  • Build and maintain strong relationships with clients, addressing any challenges to enhance their experience.
  • Conduct regular meetings with clients to review product usage and identify opportunities for upselling and cross-selling.
  • Provide valuable insights to internal teams, including Product Management, to inform continuous improvement initiatives.
  • Guide clients through engagement processes to promote rapid adoption and effective usage of our solutions.
  • Develop and implement proactive strategic planning tailored to the needs of assigned clients.
  • Identify opportunities for client education and training on our products and their benefits.
  • Work closely with internal stakeholders, such as sales and technical support, to ensure a seamless customer experience.
  • Share best practices with team members to enhance the quality and efficiency of our processes.
  • Monitor and maintain the client environment footprint to ensure optimal performance.
  • Formulate strategies to increase product usage and expand our presence within client organizations.
  • Recognize opportunities for reference accounts and facilitate lead generation for sales teams.
  • Utilize available telemetry data to inform key stakeholders.
  • Implement strategies aimed at fostering growth within customer accounts.

Qualifications:

  • In-depth knowledge of the education and training industry.
  • A minimum of 10 years of experience in the information technology sector, with some exposure to the software industry.
  • At least 8 years of relevant experience as a Customer Success Manager or Account Manager with strategic enterprise accounts.
  • Familiarity with Penn Foster's educational products and services is preferred.
  • Experience with customer success platforms and CRM systems.
  • Proven ability to thrive in a fast-paced, global environment.
  • Experience in customer success planning and executing projects to completion.
  • Understanding of business models and experience in delivering solutions to clients.
  • Demonstrated relationship-building skills, particularly with senior-level contacts.
  • Strong analytical and problem-solving abilities.
  • Excellent communication skills, both verbal and written, with a talent for presentations.
  • Exceptional multitasking, organizational, and project management capabilities.
  • Self-motivated and energetic, with a proactive approach.
  • Ability to establish credibility and trust by addressing client needs effectively.
  • Accountable for decisions and commitments, adhering to governance requirements.
  • Willingness to adapt work schedules to meet client needs.
  • Openness to travel as required for client engagements.

Penn Foster Inc values diversity and inclusion, welcoming a range of backgrounds and perspectives. We believe that a diverse workforce contributes to our success. If you are passionate about education and customer success, we encourage you to explore opportunities with us.

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