Customer Success Manager | Remote

Ellucian•UNAVAILABLE, UNAVAILABLE

1d•Remote

About The Position

We are looking for a technically savvy Customer Success Manager who is organized, able to thrive under pressure, and possesses a strong ability to drive results. Customer Success Managers act as the day-to-day point of contact for customers after implementation. CSMs take a consultative approach to client relationship management, working to understand the customer’s goals and offering best practices for product usage. They ensure each customer’s success by providing technical support along with industry support and insight. CSMs are expected to identify opportunities for our solutions to assist with customer business needs, contributing to the sales pipeline. Customer Success Managers maintain customer relationships and effect a positive customer experience through periodic meetings, trainings, and analysis of customer health. Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximize value, retain current customers, and create strategies to grow our customer base.

Requirements

2+ years of relevant project management experience – preferably in a Customer Success role
2+ years of experience in technology – preferably in a SaaS environment
Impeccable written and verbal communication skills
At ease with public speaking, including the ability to lead meetings or host webinars
Detail oriented and analytical
Proven ability to provide expert advice regarding the value of the product
Strong team player but still a self-starter
Thrives in a multi-tasking environment and can adjust priorities on-the-fly
A problem solver, with a high level of intellectual curiosity
Demonstrate leadership qualities
Experience with Customer Relationship Management (CRM) software such as, Salesforce/Gainsight
High computer literacy and ability to learn new software
Adept customer relationship manager who can engage in business-level and technical conversations at multiple levels of the organization
Proactive, self-motivated, dependable, and able to meet deadlines with a high level of autonomy and accountability
Ability to manage a mix of projects with varying levels of complexity at the same time and at different stages
Driven: No one needs to push you to excel; it’s just who you are
Eager to learn, adapt and perfect your work; you seek out help and put it to good use
You want to help and serve our customers: They win, so you win
Enthusiastic with a positive mind-set

Responsibilities

Develop and manage client portfolios
Own and implement a post-implementation success plan to manage product adoption and utilization
Foster a strong understanding of our products and configuration options and their application to customer business needs
Work with sales to understand the business goals for each customer to sustain business growth and profitability by maximizing value
Demonstrate product value by providing customers with best practice recommendations for continued optimization in line with their business needs
Use analytical and logical reasoning to discover areas for optimization, identifying useful information to support decision-making
Handle customer requests, responding to and resolving tickets in a timely and efficient manner
Deescalate problems or challenges raised by the customer, offering solutions to mitigate churn risk
Efficiently deliver hands on training and webinars to customers, as needed
Clearly communicate with customers
Advocate for customer needs and issues cross-departmentally
Analyze customer data to improve customer experience
Evaluate and improve customer training and other communication infrastructure
Update internal tracking systems in a timely and accurate manner for cross-departmental visibility and reporting
Work with customers to implement new aid year updates, additional templates/forms/configuration changes
Stay updated on product changes, best practices, and shifts in the higher education industry to meet customers’ needs
Aid in product design and product development
Optimize Net Retention
Work as a team to build a world class Customer Success department

Benefits

Comprehensive health coverage: medical, dental, and vision
Flexible time off
Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests
401k w/ match & BrightPlan - to help you save for the future
Parental Leave
5 charitable days to support the community that supports us
Telemedicine
Wellness
Headspace Care (mental health)
Wellbeats (virtual fitness classes)
RethinkCare & Wellthy– caregiver support
Diversity and inclusion programs which provide access to internal employee resource groups
Employee referral bonuses to encourage the addition of great new people to the team
LinkedIn Learning
Education Assistance Program
Professional development opportunities