Customer Success Manager- Education

Vector Solutions•Cincinnati, OH

About The Position

Vector Solutions is the leader in providing industry-focused SaaS solutions that connect content and technology. Vector’s unique product set aims at training and learning management, continuing education (CE), compliance, workforce scheduling, safety management, and more. Our mission is to empower everyday heroes in the public, educational and commercial sectors to make safer, smarter, and better decisions. We are seeking a Customer Success Manager who is responsible for cultivating and maintaining strong customer relationships, ultimately ensuring that all client needs are met, resulting in strong satisfaction with our web-based programs. Customer Success Managers oversee a sizable book of business focusing on implementation, customer engagement and proactive communication, while also participating in shared team responsibilities. Team members in this role are exceptional communicators, solution-focused, and creative problem solvers. They have a demonstrated ability to work independently, in addition to collaborating with other team members and cross-functional committees. Customer Success Managers have a thorough understanding of our product offerings, our clientele, and our internal processes.

Requirements

Ability to perform in a self-managed environment.
Excellent interpersonal skills needed to develop strong business relationships with clients.
Proficient in Microsoft Offices suite (Excel, Word, PowerPoint, Office), CRM (Salesforce), and the ability to learn additional software.
Confidence presenting new ideas to clients and high-level executives.
Outstanding customer skills, attention to detail, and expertise in resolving customer issues quickly.
Excellent communication skills verbally and written in addition to presentation skills.
Strong work ethic and ability to work independently with minimal supervision.
Excellent organizational skills.
Ability to adapt to new conditions, assignments, and deadlines.
Excellent time management, goal setting and prioritization capability.
Thrives working in a fast-paced, team environment.
Able to travel onsite to assist customers when needed – no more than 10%.
Bachelor’s degree in a related field preferred.
3-5 years’ experience in a customer-facing, service-oriented position focusing on relationship management.

Responsibilities

Drive retention and expansion of customers in your book of business by strategically and tactically advising customers to ensure platform adoption.
Serve as primary contact for administrators in your book of business.
Conduct regular business reviews to achieve success against customer goals.
Proactively communicate platform updates, best practices, and progress against open issues to your book of business.
Identify and escalate major product issues, client concerns, and retention risks.
Host best practices webinars and office hours on a rotating schedule.
Participate with User Acceptance Testing as requested by senior leadership.
In tandem with your platform team, work to maintain a helpful and up-to-date knowledge center by identifying needs and creating and updating articles.
Contribute to team projects as directed by leadership.
Serve as point of escalation for customer support issues.
Thoroughly understand your product, including independently providing demonstrations to customers.
Identify, document, and resolve issues that occur including assisting junior team members with problem solving.
Assisting senior team members.
Other duties as assigned.