ETS · 3 hours ago
Customer Success Manager
Princeton, NJ
Full-time
Remote
Mid Level
4+ years exp
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Hiring Manager
Nico Kubicka
Insider Connection @ETS
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Responsibilities
Develop and nurture long-term relationships with clients, serving as their trusted advisor and main point of contact.
Understand client’s organizational objectives, challenges, and needs to provide tailored solutions that meet their requirements.
Regularly communicate with clients to provide updates on project progress, address concerns and gather feedback.
Effectively and confidently speak with decision-makers through a variety of client engagement experiences, including but not limited to on-site implementations, weekly calls, and video calls.
Collaborate with internal teams including partnerships, product, and technical teams, to implement effective solutions that align with client objectives.
Ensure client expectations are met or exceeded, according to co-developed pilot/customer plans.
Coordinate and execute the implementation of client projects, ensuring successful execution and timely delivery.
Follow project plans, timelines, and budgets, and monitor progress to ensure adherence to project milestones.
Identify and mitigate risks and issues that may impact project success, proposing solutions to overcome challenges.
Conduct regular project status meetings with internal and external stakeholders to review progress, address concerns, and resolve conflicts.
Maintain a deep understanding of SFF products and services, industry trends, and emerging technologies to provide expert guidance to clients.
Conduct product demonstrations and trainings for clients, assisting them in maximizing the value and utilization of our offerings.
Troubleshoot technical issues and work closely with our technical support teams to ensure prompt resolution.
Perform to key performance indicators (KPIs) and success metrics for client projects, tracking and analyzing data to measure performance.
Prepare regular reports on project status, outcomes, and recommendations for improvement.
Provide insights and recommendation to clients to optimize their use of our solutions and achieve their desired outcomes.
Qualification
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Required
Bachelor's degree in business, marketing, or a related field.
Proven experience in a client-facing role, such as an account manager, customer success manager or similar position.
At least 4 years of experience in customer-facing, large scale projects.
At least 3 years of experience in complex student or educator assessment programs.
Excellent communication and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.
Strong project management skills with the ability to manage multiple projects simultaneously.
Technical aptitude and the ability to understand complex products and solutions.
Strong problem-solving and analytical abilities, with a data-driven approach to decision-making.
Self-motivated, proactive, and able to work independently as well as in a team environment.
Ability to thrive in a fast-paced and matrixed work environment.
Proficiency in customer relationship management software and project management tools.
Demonstrate effective written and oral communication skills, including public speaking.
Make effective business decisions and trade-offs; possess strong decision-making and prioritization skills.
Have an in-depth understanding of core and adjacent markets and knowledge of customer needs and technology trends.
Have a strong grasp of product strategy, design, customer discovery, and development.
Adhere to ethical standards and comply with the laws and regulations applicable to your job function.
Possess strong digital acumen and understanding of product onboarding and life-cycle management.
Have the ability to travel within the United States.
Ensure high-quality customer service by responding promptly and effectively to all relevant in-person and email communications.
Achieve call, email and activity metrics which will be set weekly and measured monthly.
Preferred
A relevant master's degree is a plus.
Competency/Skills-based K12 education familiarity is a plus.
Benefits
Health, Vision, Dental insurance plans to choose from
Generous continuous learning support, from individual learning grants to up to 6 classes a year for tuition reimbursement as well as on-line learning access!
Generous PTO and vacation time to balance your work and life
Additional 8 hours of PTO for volunteer work
Retirement plan (401(a)) and traditional Roth (403b) with company contribution
Commuter Benefits, Pet Insurance, 1 year subscription to Calm App
Company
ETS
Driven by our mission to advance quality and equity in education, ETS provides learning solutions, pioneering research and trusted assessments that help guide learners around the world on their path to new possibilities.
1,001-5,000 employees
Funding
Current Stage
Late StageLeadership Team
Amit Sevak
Chief Executive Officer
Chris Draper
Vice President and COO, College Board Programs
Company data provided by crunchbase
