Customer Success Manager

Role Overview

• 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.

Requirements

• Approximately 2-3 years’ experience in a customer service role.
• Strong written and verbal communication skills required.
• 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.

Tech Stack

• Tableau

Benefits

• Competitive Salary
• Exceptional Benefits: 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