Associate Customer Success Manager, K12
Instructure
At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome things.
And that's where you come in:
We are looking for an experienced Customer Success Manager to work with our K-12 customers. This is a position for a highly motivated, professional, and organized individual that is a true team player. Our rapid growth requires an individual who can manage priorities and reach assigned territory goals in an ever changing environment. The Customer Success Manager will participate in efforts to retain the account, help grow the account, and increase the market presence of Instructure. This position will focus specifically on supporting our customers who have implemented Parchment and provide exceptional customer service to maintain strong relationships. Key Responsibilities:Manage renewals and capture leads to help grow the account and meet business quotaTravel to meet customers onsite as well as participate in conferences. Travel is about 30% to 40%.Act as liaison between customer and InstructureCultivate an exceptional member experience by exceeding your member’s expectations. This is achieved through conducting calls, emails, virtual meetings and webinarsCraft appropriate member strategies to build a deep rolodex of relationships at all levels in your member’s organization and across Parchment’s functions that you can leverage to achieve goalsBe an effective communicator through conducting dynamic and well-informed presentations; to include key results and deliver difficult messages to membersDemonstrate a mastery of Parchment’s products and services, their capabilities and how they solve member business problems.Manage all renewal and expansion opportunities for 100 -500 accounts. To include: Timely renewal of existing members Expanding the value of existing members through price increases, expansions, and lead generationEffectively working cross-functionally with fellow ParchiesRepresenting Parchment products and services accurately to membersQuoting, negotiating, and closing contractsAccurate forecastingDeveloping and executing strategic customer engagement plansMeeting quantitative revenue goals (renewals and expansions) and customer satisfaction goalsHere is what you will need to know/have:Requires a Bachelor's Degree with a minimum of 4+ years Account Management experience.Capacity to set correct expectations and manage issues/goals to completion.Adaptability and the ability to prioritize tasks in a changing environment.Passion for the education industryExcellent written and verbal communication skillsPresentation and public speaking abilityComputer proficiency with MS Office, Successful management of 100-500 member accounts concurrently with a book of business between $500,000 and $2MConsistent attainment of 90% of quarterly/annual goals or greater.Bonus points if you also have:Previous start-up and/or SaaS business model experienceProject management experienceMBAExperience managing or selling into accounts within the education industryDemonstrated successful Sales or Account Executive performance of at least 2 years.Management consulting or strategic account management, of 2- 4 yearsGet in on all the awesome at Instructure:Competitive salary and 401k. Medical, dental, disability, and life insurance. HSA program, vision, voluntary life, and AD&D. Tuition reimbursement.Paid time off, 10 paid holidays, and flexible work schedules. Gym club reimbursements and rewards-based fitness tracking. $60,000 - $70,000 a yearWe’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better, and our business is stronger. At Instructure we participate in E-Verify and yes, in case you didn't catch it from the above, we are an Equal Opportunity Employer. All Instructure employees are required to successfully pass a background check upon being hired.
And that's where you come in:
We are looking for an experienced Customer Success Manager to work with our K-12 customers. This is a position for a highly motivated, professional, and organized individual that is a true team player. Our rapid growth requires an individual who can manage priorities and reach assigned territory goals in an ever changing environment. The Customer Success Manager will participate in efforts to retain the account, help grow the account, and increase the market presence of Instructure. This position will focus specifically on supporting our customers who have implemented Parchment and provide exceptional customer service to maintain strong relationships. Key Responsibilities:Manage renewals and capture leads to help grow the account and meet business quotaTravel to meet customers onsite as well as participate in conferences. Travel is about 30% to 40%.Act as liaison between customer and InstructureCultivate an exceptional member experience by exceeding your member’s expectations. This is achieved through conducting calls, emails, virtual meetings and webinarsCraft appropriate member strategies to build a deep rolodex of relationships at all levels in your member’s organization and across Parchment’s functions that you can leverage to achieve goalsBe an effective communicator through conducting dynamic and well-informed presentations; to include key results and deliver difficult messages to membersDemonstrate a mastery of Parchment’s products and services, their capabilities and how they solve member business problems.Manage all renewal and expansion opportunities for 100 -500 accounts. To include: Timely renewal of existing members Expanding the value of existing members through price increases, expansions, and lead generationEffectively working cross-functionally with fellow ParchiesRepresenting Parchment products and services accurately to membersQuoting, negotiating, and closing contractsAccurate forecastingDeveloping and executing strategic customer engagement plansMeeting quantitative revenue goals (renewals and expansions) and customer satisfaction goalsHere is what you will need to know/have:Requires a Bachelor's Degree with a minimum of 4+ years Account Management experience.Capacity to set correct expectations and manage issues/goals to completion.Adaptability and the ability to prioritize tasks in a changing environment.Passion for the education industryExcellent written and verbal communication skillsPresentation and public speaking abilityComputer proficiency with MS Office, Successful management of 100-500 member accounts concurrently with a book of business between $500,000 and $2MConsistent attainment of 90% of quarterly/annual goals or greater.Bonus points if you also have:Previous start-up and/or SaaS business model experienceProject management experienceMBAExperience managing or selling into accounts within the education industryDemonstrated successful Sales or Account Executive performance of at least 2 years.Management consulting or strategic account management, of 2- 4 yearsGet in on all the awesome at Instructure:Competitive salary and 401k. Medical, dental, disability, and life insurance. HSA program, vision, voluntary life, and AD&D. Tuition reimbursement.Paid time off, 10 paid holidays, and flexible work schedules. Gym club reimbursements and rewards-based fitness tracking. $60,000 - $70,000 a yearWe’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better, and our business is stronger. At Instructure we participate in E-Verify and yes, in case you didn't catch it from the above, we are an Equal Opportunity Employer. All Instructure employees are required to successfully pass a background check upon being hired.
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