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Client Success Manager

Ready Education

Ready Education

Customer Service
Burlington, MA, USA
Posted on Tuesday, May 7, 2024

ROLE PURPOSE

The Client Success Manager is responsible for managing customer relationships in a strategic way in order to drive client retention while also pushing sales expansions. This position serves in a strategic capacity supporting clients as a trusted advisor and advocate while also representing the company objectives and driving revenue.


KEY STAKEHOLDERS

Sales

Marketing

Customer Experience

Finance

Product & Engineering

MAIN RESPONSIBILITIES

  • Develop and execute retention strategies for clients using goal-oriented and value-based strategies.
  • Be a trusted partner and consultant to clients helping them match our solution to obstacles in order to demonstrate a positive ROI.
  • Build a rewarding relationship with clients and internal team members.
  • Manage a regionally based customer portfolio of an average of 75 accounts.
  • Own contract renewals and expansions, including leading pricing and contracting conversations with key client stakeholders. .
  • Analyze, respond and react to performance data to help measure client performance and communicate ROI.
  • Ability to identify and manage at-risk accounts and execute churn mitigation strategies.
  • Proven ability to foster relationships with key client stakeholders at all levels including front line, mid level and executive level.

ESSENTIAL REQUIREMENTS OF THE ROLE

  • Minimum 3-5+ years of experience in a proactive, customer-facing/customer success/sales/problem-solving role in Higher Education/ Ed-Tech/ Student Affairs
  • Ability to understand and identify client issues/challenges and formulate, execute and optimize strategies and solutions.
  • Strong written and verbal communication and presentation skills including ability to comfortably present to peers, senior leadership internally and key stakeholders and clients.
  • Curious and self-directed with strong attention to detail, time management skills and ability to juggle priorities and all other duties as assigned.
  • Proven track record of driving client satisfaction and retention
  • Ability to build and cultivate strong relationships
  • Strong analytical and problem-solving skills and the ability to create stories using data
  • Ability to collaborate with multiple stakeholders to create and refine repeatable
    and scalable processes
  • Self-directed worker who feels at home in a fast-paced, ever-changing environment and can quickly adapt to changing priorities and requirements
  • Enthusiastic about learning and working with the latest technologies and following industry trends
  • Understanding of the needs and challenges faced by higher education and driven to improve the student experience
  • Understanding of the Higher Education industry and experience in executing sales strategies.
  • Experience in B2B and B2B2C SaaS
  • 10-20% travel required