Sr. Client Success Specialist

InStride•Los Angeles, CA

49d•$75,000 - $80,000

About The Position

At InStride, people are our purpose. We believe that investing in people is the most powerful way to drive success—for individuals and organizations alike. As a public benefit corporation, we partner with leading employers to unlock opportunities for their employees, providing access to top-tier education programs that align with their employees’ career goals and the company’s business goals. Our mission goes beyond skill-building; we're here to empower our partners’ employees to advance their careers, elevate their expertise, and achieve meaningful personal and professional growth. No matter the team you’re on, our dedication to the success of our partners and their employees is what drives us. If you're passionate about making a difference and driving educational and professional advancement, InStride is the place for you. To get a better feel for our culture, watch more here. Candidates must be located in one of the following states to be considered eligible for employment: AZ, CA, CO, CT, FL, GA, IL, IN, KS, LA, MD, MA, MI, MO, NV, NH, NJ, NY, PA, OH, OR, TX, VA, WA, WI. What we're looking for: InStride is currently seeking a highly motivated and driven Sr. Client Success Specialist to support the team developing partner relationships and growth strategy, delivering on annual targets and retention/impact objectives, identifying expansion opportunities and improving overall client happiness. Successful candidates will achieve results through building trust and mutually beneficial, long-term relationships with their partners (focusing at the outset on satisfying the operational needs of franchise operators and their employees from two of our large franchise clients) and working closely with cross-functional teams across InStride and our academic network. We seek people for this role who bring an eye for business strategy and consultative skills, account and customer success management experience along with a proven track record to achieve business results through partnerships. This position reports to the Director, Client Success.

Requirements

2+ years or more of experience in client success and/or client services role
Customer-first mentality with a focus on building and nurturing strong and lasting relationships both internally and externally
Excellent independent judgment. Ability to consider, compare, and evaluate different courses of action, and make an informed decision in the best interests of the company
Creative problem-solver that can envision and articulate solutions to complex and evolving customer issues and identify opportunities for improvement
Demonstrate outstanding interpersonal, verbal and written communication skills, with a consistently professional demeanor
Committed to results, combining with a bias for speed and action with a high level of analytic accuracy and attention to detail
Willing to travel as needed (up to 10%)
Exceptional ability to build trust and foster long-term partnerships through reliable follow-through and effective communication.
Skilled at delivering clear, compelling presentations and conveying complex information persuasively to diverse audiences.
Proficient in analyzing data to uncover trends, solve problems, and make informed, data-driven decisions that drive measurable outcomes.
Demonstrated ability to take initiative on optimizing processes, systems, and tools for enhanced efficiency.

Responsibilities

Responsible for revenue generation through learner enrollments and account growth year over year.
Deliver and communicate return on investment for franchise operators throughout the customer lifecycle.
Track, analyze and communicate key success metrics to develop and execute against goals internally and with our partners.
Understand key operational elements of program design to ensure successful program growth and expansion.
Serve as the primary point of contact and account owner for franchise operators at two of our large franchise clients.
Develop and lead key client initiatives across your partners’ organizations and drive strategic engagement with them.
Set and achieve partnership goals including enrollment, retention, engagement and the overall health of the partners / InStride relationships.
Find opportunities for franchise operators to act as advocates (e.g. testimonials, case studies, interviews).
Develop deep subject matter expertise on the end-to-end experience of our learners, identifying potential barriers, challenges and opportunities.
Collaborate cross-functionally to meet our business objectives and effectively coordinate with internal teams including marketing, product, academic partnerships, sales and support.
Collect and synthesize significant feedback to advise on decision-making and product strategy.
Provide your clients with valued partnership and thought leadership.
Be a trusted, strategic advisor at the executive level and beyond ensuring your partners stay up-to-date on the latest product features, new academic programs, strategic workforce development solutions and key initiatives.
Establish and lead a cadence of ongoing syncs with franchise operators. Support the delivery of regular business reviews with client leadership to evaluate success and align on upcoming opportunities.
Understand partner outcomes by communicating with franchise operators, analyze customer health metrics, run Net Promoter Score (NPS) surveys and gather other feedback.
Support the Director, Client Success in providing up-to-date client information in Salesforce and other sources of documentation.
Build presentation materials for various internal and external meetings.

Benefits

InStride employees are eligible to enroll in 2,800+ online certificate and degree programs through our Step Forward program. Unlike traditional tuition reimbursement programs, InStride covers your tuition upfront, regardless of your course of study, degree type, or school - eligible to employees starting Day 1.
401(k) plan with company match
Flexible vacation policy
Paid family leave
Best-in-class health care benefits

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