Customer Success Manager

3 days ago

Texas, United States asset works Full time

Job Summary:

SoftChalk, an affiliate of AssetWorks Inc., is a leading provider of content authoring solutions for educators. We're seeking a Customer Success Manager to drive revenue growth through proactive engagement with customer stakeholders, champions, and end users.

Key Responsibilities:

  • Proactively engage with customers to maintain, strengthen, and grow business relationships.
  • Contribute to sales targets by acquiring new accounts and upselling/cross-selling into existing accounts.
  • Conduct online customer meetings and product demonstrations, managing resulting deliverables and communicating new opportunities to the sales team.
  • Uncover success stories and account issues, document product feedback, and relay essential communications directly to customers.
  • Optimize customer success initiatives, including customer onboarding and implementation.
  • Resolve inbound customer requests or secure the proper resource(s), ensuring timely and complete responses.
  • Work with customers to build case studies and ROI to demonstrate the value of our solutions.
  • Analyze customer, market, and industry data to improve ongoing customer experience and deepen relationships.
  • Represent the company at industry conferences and work with internal teams to improve customer experience.
  • Implement reporting to show the performance of customer onboarding experience and relationship health over time.

Requirements:

  • Excellent online and in-person facilitation, presentation, and demonstration skills.
  • Ability to communicate technical concepts with all audiences.
  • Proven record of meeting KPIs and measuring performance impact.
  • Strong technology literacy skills and organizational abilities.
  • Strong collaborator and communicator, with experience working cross-functionally.
  • Experience with CRMs and a strong work ethic.

Preferred Qualifications:

  • Knowledge of the higher education technology market or relevant teaching experience.
  • Experience in developing, launching, and scaling onboarding and implementation programs.
  • Knowledge of the market and competitive landscape.
  • Experience as an educator, learning experience designer, instructional technologist, or in a related field.
  • SaaS customer success, services, account management, and sales experience.

Language: English

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