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Customer Engagement Leader
2 months ago
Position Overview:
The Customer Success Manager at the Massachusetts Institute of Technology (MIT) Horizon will oversee a diverse portfolio of intricate partnerships with senior executives from significant governmental organizations. MIT Horizon serves as a continuous educational platform for enterprises aiming to enhance their workforce skills in emerging and disruptive technologies.
Key Responsibilities:
1. Ensure the overall satisfaction and success of partners by assisting them in maximizing the value derived from the MIT Horizon offerings.
2. Cultivate relationships to transform partners into advocates for MIT Horizon, collaborating closely with all major business functions.
3. Engage with both internal and external teams to facilitate technical assessments, strategic initiatives, program rollouts, asset creation, weekly updates, and outreach efforts.
4. Support new business ventures in collaboration with the Horizon sales team while establishing connections with essential stakeholders.
5. Develop strategic roadmaps and action plans with various governmental organizations to expand user engagement, enhance product utilization, and achieve measurable impact.
6. Serve as the primary liaison for any technical integration needs, coordinating with governmental resources, contractors, and external vendors.
7. Manage all commercial expansions and contract renewals for a portfolio of MIT Horizon clients within federal agencies.
8. Proactively identify potential account risks, formulate mitigation strategies, and coordinate activities with customers and internal teams.
9. Discover opportunities to refine and enhance customer success processes and tools to better meet client needs.
Qualifications:
Required:
- A bachelor's degree and a minimum of five years of relevant experience, ideally in a customer service environment.
Preferred:
- Experience in account management or customer success within a Software as a Service (SaaS) framework, and familiarity with federal agencies or the Department of Defense.
Salary Information:
Compensation will be determined by MIT's compensation team based on the skills and experience of the selected candidate. Employment is contingent upon the successful completion of a background check.
