Sr. Customer Success Manager

ProctorU • Durham, NC

28d • Hybrid

About The Position

The Sr. Customer Success Manager has primary responsibility for long-term success and retention of current partnerships by providing “white glove” customer service to Meazure Learning’s clients. To accomplish this, the Sr. Customer Success Manager will develop engaging relationships to optimize the customer experience and help them achieve successful outcomes with Meazure Learning.

Requirements

• Approximately 5-7 years’ experience in a customer service role.
• Strong written and verbal communication skills.
• Technical aptitude with proficiency in web-based applications, Google Applications, and Microsoft Office Suite.
• Outstanding relationship and rapport building abilities.
• The ability to multi-task, prioritize, and balance time across clients, multiple partner relationships and internal initiatives daily while maintaining a profound attention to detail.
• Able to discern the difference between situations that require escalation, those that require immediate attention without escalation, and those that are important but not immediate.
• Strong execution focus and ability to develop solutions and strategies to further accelerate growth.
• Executive level interpersonal and problem-solving skills with the ability to successfully influence and quickly build credibility to maximize organizational growth and profitability.
• Ability to foresee, interpret and rapidly respond to market changes by adjusting strategies and realigning priorities accordingly.
• Ability to oversee multiple accounts at a time.
• Professional character that represents Meazure Learning’s brand and service standards well.
• Patient with and respectful of people and processes.
• Tries to understand the people and the data before making judgments and acting.
• Expresses sensitivity and empathy when appropriate.
• Skilled at troubleshooting with a logical, systematic approach.
• Willing to travel at least 20% to visit accounts.

Responsibilities

• Drive customer success as the first point of contact for customers in named accounts.
• Serve as the primary liaison in sustaining exam volume within current partner accounts.
• Protect business with current partners to ensure they won’t be tempted to use a competitor.
• Manage anywhere between 5-10 Strategic and Enterprise accounts and a typical portfolio between $5-$10M in annual revenue.
• Represent Meazure Learning at conferences and meetings with accounts.
• Build relationships with key influencers within each assigned partner to increase overall satisfaction as measured on a routine basis.
• Provide ongoing education and training on Meazure Learning products in conjunction with Customer Education Team.
• Partner with Director, Customer Engagement on projects / programs; providing feedback and ideas for customer engagement.
• Drive customer engagement by promoting resources/programs/surveys etc.
• Visit accounts as needed to discuss goals, develop a success plan, co-present and conduct training using Insight reports, Tableau expertise , and operational understanding of the client.
• Forecast volumes for the assigned book of business for a rolling twelve-month basis.
• Drive adoption across other segments within the account.
• Set and manage partner expectations.
• Regularly collaborate with the Partnership team to discuss and strategize and provide updates on relationships with current and future partners.
• Prioritize and respond to inbound customer inquiries.
• Connect with customers to offer insight and provide additional resources, as needed (both proactive and reactive).
• Assist team members with day-to-day questions and connect with them in the event the manager is tied up in other meeting.
• Have extensive knowledge of all the services Meazure provides – OLP, Test delivery, Testing centers, etc.
• Assist with program timeline created and adherence for multi-service clients.
• Define possible client solutions and customer experiences and help clients envision future states and value propositions.
• Track and improve on churn rate and satisfaction scores in assigned accounts.
• Develop, conduct, and plan regular communication, risk assessments and lessons learned sessions of ongoing account and develop and oversee mitigation measures to turn risks into opportunities.

Benefits

• Competitive Salary
• 401(k) plan with company matching & immediate vesting schedule (100% of the 1st 3% and 50% of the next 2%)
• BCBS Health, Dental, & Vision Insurance with generous employer funding for employees and dependents
• Generous flexible time off approach
• Professional development
• Remote and hybrid first organization
• Great working environment with a team of exceptional people

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed