Sr. Professional & Corporate Education, Customer Success Manager

Honorlock is the leading online proctoring solution supporting over 450+ institutions and businesses in the education space. The Senior Professional and Corporate Education Customer Success Manager will ensure client success and satisfaction by providing technical guidance and support, while working closely with customers to address their needs and enhance their experience with Honorlock's services.

Responsibilities:

• Support the onboarding process for new customers, ensuring a smooth and efficient technical implementation of Honorlock's solutions
• Conduct training sessions and workshops to educate customers on the features and functionalities of the platform to drive adoption
• Develop and maintain comprehensive documentation and resources to assist customers with implementation, adoption and usage
• Provide expert-level technical support to customers, resolving complex issues and ensuring timely resolution
• Diagnose and troubleshoot technical problems, working closely with the engineering and development teams as needed
• Monitor system performance and proactively identify potential issues to prevent disruptions to customer experience
• Build, develop and maintain deep relationships with customers and key stakeholders, acting as the primary point of contact
• Understand customers' business goals and objectives, and provide strategic guidance on how Honorlock's solutions can meet their needs
• Support regular Honorlock check-ins and reviews with customers to ensure their ongoing satisfaction and success
• Gather and document customer feedback, identifying trends and areas for improvement in the product
• Collaborate with the Product, Sales and Support teams to communicate customer needs and influence the product roadmap
• Support clients in beta testing solutions and provide feedback on new features and updates
• Track and report on key customer success metrics, such as adoption rates, usage patterns, and customer satisfaction
• Develop and present regular reports to internal stakeholders, highlighting customer success stories and areas for improvement
• Ownership of key projects with organizational impact
• Will handle more critical or escalated customer issues, often working on more intricate or technical problems and proposing solutions that impact broader customer success initiatives
• Involved in long-term strategy, advising on customer success initiatives and process improvements, and occasionally participating in high-level business decisions

Requirements:

• Bachelor's degree in Computer Science, Information Technology, Business, or a related field
• 5+ years of experience in a technical customer success, technical support, or a similar role
• Strong technical background with experience in software implementation, troubleshooting, and support
• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical audiences
• Ability to work independently and as part of a team
• Proven ability to manage multiple priorities and projects simultaneously
• Travel Expectation: 35-40% of the year
• Experience with customer success tools and platforms is a plus
• Knowledge of the educational technology sector and online proctoring solutions is a plus
• Experience in Professional/Corporate Education strongly preferred