Associate Customer Success Manager - Higher Education

Instructure

Contract type

Ongoing

Work mode

100% remote

Experience

Mid-level · 2+ years

Job description

Act as a liaison between customer and Instructure
Cultivate an exceptional member experience through high value-add, consultative engagements
Meet with Parchment members to tie products and services to business strategy, uncover business needs, and capture leads to help grow the account
Craft appropriate member strategies to build relationships at all levels in the member's organization and across Parchment's functions
Conduct dynamic and well-informed presentations, including key results and delivering difficult messages to members
Demonstrate mastery of Parchment's products and services and represent them accurately to members
Manage a book of business of 200-250 accounts
Assist the renewal team with negotiations and retention of existing members
Expand the value of existing members through price increases, expansions, and cross selling
Work cross-functionally with fellow Parchies
Collaborate with Account Executives for cross selling, product knowledge, and relationship building
Oversee the commercial motion: quoting, negotiating, closing contracts, and accurately forecasting revenue
Meet quantitative revenue goals (renewals and expansions) and customer satisfaction goals
Occasional travel required for member meetings/events and industry conferences
Company mission
Information not specified

Core technologies

Salesforce

Competitive, meaningful benefits in every country where we operate (vary by location)

Bachelor's Degree required
Minimum of 1-2 years experience as a Customer Success Manager, Account Manager, or a related function
Capacity to set correct expectations and manage issues/goals to completion
Adaptability and ability to prioritize tasks in a changing environment
Passion for the education industry
Excellent written and verbal communication skills
Presentation and public speaking ability
Experience with Google or Microsoft suites and CRM experience (e.g., Salesforce)
Successful management of 100-500 member accounts concurrently with a book of business between $500,000 and $2M
Consistent attainment of 90% of quarterly/annual goals or greater
Previous SaaS business model experience preferred
Project management experience preferred
Experience with a Customer Success platform like Gainsight preferred
Experience managing or selling into accounts within the education industry preferred
Demonstrated successful Sales or Account Executive performance of at least 2 years, experience as Sales or Account Executive in Higher Ed preferred
Salesforce, Gainsight
Salesforce