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Post University · 3 weeks ago

Client Success Manager, Sentinel U (Remote)

United States

Full-time

Remote

Mid Level

3+ years exp

Post University is focused on student success and is seeking a Client Success Manager for its Sentinel U division, which specializes in virtual nursing simulations. The role involves driving client success, growth, and retention by enhancing programmatic resource integration and building strong client relationships.

EducationHigher EducationUniversities

Responsibilities

Increase product integration and use of our solutions at institutions within an assigned territory and team to support the organization’s ability to grow and retain our installed base of clients

Effective gathering, interpretation, and precise management of client data

Delivering annual territory retention and growth goals

Meeting individual account and territory KPIs in conjunction with our customer intimacy strategy

Building deep relationships with your assigned base of clients, serving as a trusted advisor who consistently creates confidence in the Sentinel U brand and adopted solutions

Earning the confidence and trust of your internal teammates by your ability to consistently, effectively, and thoughtfully manage a strong client experience

Achieving mastery of our product portfolio and the industries we serve

Possessing a strong ability to distill information and then communicate, teach, and present that information in a way that even non-technical individuals can understand

Working with an assigned team of Client Advisors to map, design, and execute account success plans focused on retention and growth

Providing active and ongoing assessment of client risk, promptly communicating findings to management

Proactively connecting with our users to share implementation and best-practice recommendations to drive more effective product usage throughout their course/curriculum

Owning and executing the complete post-sale client experience, with a focus on constant process improvement and issue resolution

Performing account management duties effectively and efficiently, including visiting, calling, and emailing client and prospect contacts, logging all interactions in designated CRM

Listening to our clients with intent, always looking to facilitate lead handoffs or engage directly in upselling activity when recognizing an opportunity to support needs we are not currently serving

Creating, planning, and implementing initiatives to collect and analyze market and client feedback to help drive process and product improvement

Ensuring accuracy and completeness of client information in CRM and Portal

Participating in organizational projects and initiatives as directed

Qualification

Customer Relationship ManagementAccount ManagementClient Retention StrategiesHealthcare Industry KnowledgeEdTech ExperienceSales ExperienceAnalytical SkillsProcess ImprovementCommunication SkillsTeam CollaborationPresentation Skills

Required

High-integrity individual driven to make positive impacts on the institutions and people we serve

BS/BA degree and/or 3+ years of successful customer services/sales experience, with a consistent track record of retaining and growing an installed base of clients. Previous experience in nursing higher-education, EdTech, SaaS, and/or healthcare is a plus

Insatiable learner, driven to deeply understand our industry and product portfolio, and the ability to apply this knowledge to enhance the value you bring to client and prospect conversations

Adept at planning, account management, and process execution, with a strong aptitude for analyzing information and the flexibility to adjust strategy and approach as needed

Ability to thrive in a fast-paced, team environment, while meeting deadlines and achieving revenue goals

Excellent verbal and written communication and presentation skills across all phases of client and prospect interactions

Customer Relationship Management (CRM) software experience (Salesforce/HubSpot)

Currently reside or willing to live in an assigned territory