The Skills for the Future Initiative is a joint endeavor of ETS and The Carnegie Foundation for the Advancement of Teaching to radically transform education from time-based to competency-based and to build an undergirding assessment system to capture evidence of what's most important for success in high school, postsecondary education, and jobs in the 21st-century economy. The joint initiative leverages ETS and Carnegie's history of excellence in assessment and learning science and will drive a paradigm shift in education. The Customer Success Manager (CSM) is responsible for developing and maintaining strong relationships with our clients, understanding their organizational objectives, and providing strategic solutions to drive their success with Skills for the Future (SFF) solutions. The CSM will act as a point of contact for our direct user clients (schools, districts, and administrators) and for our internal teams, ensuring smooth communication and collaboration throughout both pilot and customer lifecycles. The CSM is a client-facing position and works to develop, systematize, and execute SFF’s pilot/customer implementation and growth practices. This role requires a strong blend of technical expertise, project management skills, and exceptional client relationship management abilities. The Customer Success Manager will report to the head of the client success organization within SFF. This role will also serve as a key implementation resource for cohorts piloting current and future SFF products, ensuring accurate, supported, and successful delivery of these innovative solutions to orgs already implementing competency-based approaches, those using the tools for the first time within the systems, and even those with little experience in competency-based learning and assessment. Client Relationship Management: + 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. Solution Development and Implementation: + 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. Project Management: + 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. Technical Expertise: + 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. Performance Tracking and Reporting: + 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. + 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. **Minimum Qualifications** + Bachelor's degree in business, marketing, or a related field. A relevant master's degree is a plus. + 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. Competency/Skills-based K12 education familiarity is a plus. \#LI-NK1 \#LI-REMOTE **ETS believes in a Total Rewards philosophy for our employees, and they include:** + 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 **ETS is mission driven and action oriented** + Diversity, equity, inclusion, and belonging is at the forefront of the ETS employee's daily work. To further foster an inclusive environment ETS is home to a wide variety of Affinity groups that celebrate the diversity of our talented employees. + How about cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders? ETS offers multiple Business Resource Groups (BRG) for you! + Are you passionate about volunteering and being active in your career and community? ETS offers our Center for Advocacy & Philanthropy (CAAP) where we encourage ETS employees to become active volunteers in their communities and schools through the ETS Cares Giving Campaign. Our employees can support any 501c3 or eligible charity of their choice. **ETS is an Equal Opportunity Employer comprised of people with different experiences, strengths, and backgrounds who share a passion for advancing quality and equity in education. We are dedicated to building teams that reflect the various backgrounds, experiences, and identities of those we serve. The Talent Acquisition team strives to ensure candidates enjoy a fair and equitable hiring process. We believe our differences empower us to be a better team, making better decisions and delivering better results.**