Associate Customer Success Manager

Employment Type: Full-time Salary: $60,000 - $60,000 a year (Base salary: $60,000 + Commission) Location Type: [Not Specified]

Position Overview

As an Associate Customer Success Manager at Parchment, your primary focus is to create a phenomenal experience for the members within your assigned territory. You will provide strategic oversight for the management and utilization of our industry-leading eTranscript SAAS technology by collaborating with a cross-functional team of engineers, project managers, regulatory, legal, sales, and marketing professionals. This role is ideal for a highly motivated, professional, and organized individual who is a true team player. Our rapid growth requires someone who can manage priorities and achieve assigned territory goals in an ever-changing environment.

Responsibilities

• Cultivate exceptional member experiences: Exceed member expectations through calls, emails, webinars, on-sites, and regional events.
• Develop member strategies: Build strong relationships at all levels within member organizations and across Parchment's functions to achieve goals.
• Effective communication: Conduct dynamic and well-informed presentations, deliver key results, and communicate difficult messages to members.
• Product mastery: Demonstrate a thorough understanding of Parchment's products and services, their capabilities, and how they solve member business problems.
• Manage renewals and expansion opportunities: Handle 100-500 accounts, including:
  • Timely renewal of existing members.
  • Expanding member value through price increases, expansions, and lead generation.
  • Collaborating effectively with fellow "Parchies."
  • Accurately representing Parchment products and services to members.
  • Quoting, negotiating, and closing contracts.
  • Accurate forecasting.
  • Developing and executing strategic customer engagement plans.
  • Meeting quantitative revenue goals (renewals and expansions) and customer satisfaction goals.

Requirements

• Postsecondary degree; BA or BS preferred.
• Experience within the Higher Education industry.
• Excellent written and verbal communication skills.
• Presentation and public speaking ability.
• Computer proficiency with MS Office and systems such as Salesforce.com or an SIS or ERP.
• Successful management of a caseload, which could include previous experience in customer success or in the higher education industry in roles such as Admissions.
• Consistent attainment of 90% or greater of quarterly/annual goals.
• Willingness to travel approximately 25-30% annually, with seasonal variations.

Bonus Points

• Previous start-up and/or SaaS business model experience.
• Project management experience.
• MBA.
• Experience managing or selling into accounts within the education industry.
• Demonstrated successful Customer Success performance of at least 2 years.

Company Information (Instructure)

Get on board with Instructure and enjoy:

• Competitive salary and 401k.
• Medical, dental, disability, and life insurance.
• HSA program, vision, voluntary life, and AD&D.
• Tuition reimbursement.
• Paid time off, 11 paid holidays, and flexible work schedules.
• LifeStyle Spending Account.

We believe in hiring and treating awesome people right. We value diversity, as it fuels diverse ideas, strengthens our environment, and makes our business stronger.

Instructure participates in E-Verify and is an Equal Opportunity Employer. All Instructure employees are required to successfully pass a background check upon hiring.