Customer Success Manager
4 weeks ago
Job Summary:
SoftChalk, an affiliate of AssetWorks Inc., is a leading content authoring solution for educators to enhance student engagement and improve institutional and learner outcomes. Our mission is to grow, and we invest in new teams to ensure alignment with that mission. With a proven track record of over 20 years and hundreds of education customers, we are seeking a Customer Success Manager to drive revenue targets through proactive engagement with customer stakeholders, champions, and end users.
Key Responsibilities:
- Proactively engage and facilitate conversations with customer stakeholders, champions, and end users to understand their ongoing priorities and challenges.
- Contribute to sales targets by acquiring new accounts and upselling/cross-selling into existing accounts within assigned regions/account tiers.
- Conduct online customer meetings and product demonstrations regularly, manage resulting deliverables, and communicate new opportunities to the sales team.
- Uncover success stories and account issues, document product feedback, relay essential communications directly to customers, and surface opportunities through the customer lifecycle.
- 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 in building case studies & ROI to show the value of applying our solutions.
- Analyze customer, market, and industry data to improve ongoing customer experience and deepen the relationship.
- Represent the company in booth and sessions at industry conferences.
- Work with internal teams, including technical support, learning services, client services, and marketing, to improve customer experience.
- Implement reporting to show the performance of customer onboarding experience and relationship health over time.
- Maintain customer records, including activation reports and daily customer engagement outcomes within HubSpot CRM.
Requirements:
- Excellent online and in-person facilitation, presentation, and demonstration skills.
- Ability to communicate technical concepts with all audiences, ranging from non-technical to executive-level technical decision-makers.
- Proven record of meeting KPIs and measuring the impact of your performance.
- Strong technology literacy skills.
- Strong organizational skills and ability to manage multiple initiatives at one time.
- Strong collaborator communicator, works well cross-functionally.
- Experienced with CRMs.
- Strong work ethic and willingness to work extended hours (nights and weekends).
Preferred Qualifications:
- Knowledge of the higher education technology market, online education, or relevant teaching experience.
- Experienced in developing, launching, and scaling onboarding and implementation programs.
- Knowledgeable of the market and competitive landscape.
- An experienced educator, learning experience designer, instructional technologist, or have other relevant experience.
- SaaS customer success, services, account management, and sales experience.
- Experienced SoftChalk user and fan of its features and benefits.
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