As an Associate Customer Success Manager at Parchment, all of your activities are focused on creating a phenomenal experience for the members within your territory. CSM’s provide strategic oversight for the management and utilization of our industry leading eTranscript SAAS technology by working with a cross-functional team of engineers, project managers, regulatory, legal, sales and marketing professionals. This is a position for a highly motivated, professional, and organized individual that is a true team player. Our rapid growth requires an individual who can manage priorities and reach assigned territory goals in an ever changing environment.
Base salary: $60,000 + Commission
What you will do
Cultivate an exceptional member experience by exceeding your member’s expectations. This is achieved through conducting calls, emails, webinars, on-sites and regional events
Craft appropriate member strategies to build a deep rolodex of relationships at all levels in your member’s organization and across Parchment’s functions that you can leverage to achieve goals
Be an effective communicator through conducting dynamic and well-informed presentations; to include key results and deliver difficult messages to members.
Demonstrate a mastery of Parchment’s products and services, their capabilities and how they solve member business problems.
Manage all renewal and expansion opportunities for 100 -500 accounts.
To include:
Timely renewal of existing members
Expanding the value of existing members through price increases, expansions, and lead generation
Effectively working cross-functionally with fellow Parchies
Representing Parchment products and services accurately to members
Quoting, negotiating, and closing contracts
Accurate forecasting
Developing and executing strategic customer engagement plans
Meeting quantitative revenue goals (renewals and expansions) and customer satisfaction goals
What you will need to know/have
Postsecondary degree, BA or BS preferred.
Experience within the Higher Education industry.
Excellent written and verbal communication skills.
Presentation and public speaking ability.
Computer proficiency with MS Office and systems such as Salesforce.com or one SIS or ERP.
Successful management of a caseload. This could include previous experience in customer success, or in the higher education industry in roles such as Admissions
25-30% travel annually, with seasons of more travel than others.
Consistent attainment of 90% of quarterly/annual goals or greater.
Bonus points if you also have
Previous start-up and/or SaaS business model experience
Project management experience
MBA
Experience managing or selling into accounts within the education industry
Demonstrated successful Customer Success performance of at least 2 years.
Get in on all the awesome at Instructure:
Competitive salary and 401k.
Medical, dental, disability, and life insurance.
HSA program, vision, voluntary life, and AD&D.
Tuition reimbursement.
Paid time off, 11 paid holidays, and flexible work schedules.
LifeStyle Spending Account
We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better and our business is stronger.
At Instructure we participate in E-Verify and yes, in case you didn't catch it from the above, we are an Equal Opportunity Employer.
All Instructure employees are required to successfully pass a background check upon being hired.
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