Meazure Learning · 21 hours ago
Customer Success Manager
United States
Full-time
Remote
Mid Level
3+ years expMeazure Learning is dedicated to empowering individuals and reshaping the education technology landscape. The Customer Success Manager will be responsible for ensuring the long-term success and retention of partnerships by providing exceptional customer service and developing engaging relationships with clients to optimize their experience.
EdTechEducationHigher EducationInternetSoftware
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
Qualification
Required
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 when appropriate
Skilled at troubleshooting with a logical, systematic approach
Willing to travel at least 20% to visit accounts
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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