Customer Success Manager

3 weeks 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 fortify existing revenue streams and secure continued subscription renewals.
  • 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 that fall outside of assigned regions/tiers 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 that our response to the customer is timely and complete.
  • 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 the 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.
Worker Type:

Regular

Number of Openings Available:

1

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