Meazure Learning · 2 weeks ago
Sr. Manager, Customer Success
McLean, VA
Full-time
Hybrid
Senior Level
5+ years expMeazure Learning is dedicated to empowering individuals and reshaping the education technology landscape. The Sr. Manager, Customer Success is responsible for the long-term success and retention of partnerships, developing strategies to enhance customer experience and drive successful outcomes for clients.
EdTechEducationHigher EducationInternetSoftware
Responsibilities
Design, develop, and implement scaled customer success model to maintain and increase customer retention and satisfaction within low-mid tier clients
Build and train the Account Services Team, serve as the primary escalation point for low- to mid-tier client support services, and oversee the management of Customer Success Associates
Work on strategic initiatives that support the One Meazure strategy to standardize and streamline operations across the entire Customer Success organization
Work collaboratively with Customer Education, CS Ops, MLSupportand other departments to track client health and identify engagement activities or campaigns to drive product utilization, satisfaction, and client retention
Establish escalation path for risk mitigation within low-mid tier clients
Promote brand advocacy and promote product adoption at scale
Drive customer success as the first point of contact for customers in named accounts. (as appointed) Serve as the primary liaison in sustaining exam volume within current partner accounts
Protect business with current partners to ensure they won’t be tempted to use a competitor
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 Director, Customer Engagement on projects and 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, Tableau 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
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
Qualification
Required
Approximately 5-7 years' experience in a customer service role
Strong written and verbal communication skills are required
Techni cal 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
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 when appropriate
Skilled at troubleshooting with a logical, systematic approach
Willing to travel at least 20% to visit accounts
Preferred
Zendesk knowledge and ticket management is preferred
Benefits
Competitive Salary
401(k) plan with company matching & immediate vesting schedule (100% of the 1st 3% and 50% of the next 2%)
BCBS Health, Dental, & Vision Insurance with generous employer funding for employees and dependents
Generous flexible time off approach
Professional development
Remote and hybrid first organization
Great working environment with a team of exceptional people
Company
Meazure Learning
Meazure Learning is a full-service testing solutions company for academic, professional and lifelong learners.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2020-12-22Acquired
Leadership Team
Don Neff
Chief Financial Officer
Brad Zentner
Vice President, Strategic Partnerships
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