Customer Success Manager

Meazure Learning is an education technology company focused on supporting test-takers and academic and career aspirations. The Customer Success Manager is responsible for the long-term success and retention of current partnerships by providing high-touch customer service, managing client relationships, driving adoption, forecasting volumes, and improving satisfaction and retention across assigned 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
• Manage anywhere between 15-25 mid-market and enterprise accounts and a typical portfolio between $2-4M in annual revenue
• Partner with Product for product and feature roll out- gain beta and pilot partners and assist with client adoption
• 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 the Director of Customer Success 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, PowerBI 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 3-5 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 whenappropriate
• Skilled at troubleshooting with a logical, systematic approach