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    Client Success Manager - Burlington, United States - Ready Education

    Ready Education
    Ready Education Burlington, United States

    1 week ago

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    Description
    ROLE PURPOSE

    The Client Success Manager is responsible for managing customer relationships in a strategic way in order to drive client retention while also pushing sales expansions. This position serves in a strategic capacity supporting clients as a trusted advisor and advocate while also representing the company objectives and driving revenue.

    KEY STAKEHOLDERS

    Sales

    Marketing

    Customer Experience

    Finance

    Product & Engineering

    MAIN RESPONSIBILITIES
    • Develop and execute retention strategies for clients using goal-oriented and value-based strategies.
    • Be a trusted partner and consultant to clients helping them match our solution to obstacles in order to demonstrate a positive ROI.
    • Build a rewarding relationship with clients and internal team members.
    • Manage a regionally based customer portfolio of an average of 75 accounts.
    • Own contract renewals and expansions, including leading pricing and contracting conversations with key client stakeholders. .
    • Analyze, respond and react to performance data to help measure client performance and communicate ROI.
    • Ability to identify and manage at-risk accounts and execute churn mitigation strategies.
    • Proven ability to foster relationships with key client stakeholders at all levels including front line, mid level and executive level.
    ESSENTIAL REQUIREMENTS OF THE ROLE
    • Minimum 3-5+ years of experience in a proactive, customer-facing/customer success/sales/problem-solving role in Higher Education/ Ed-Tech/ Student Affairs
    • Ability to understand and identify client issues/challenges and formulate, execute and optimize strategies and solutions.
    • Strong written and verbal communication and presentation skills including ability to comfortably present to peers, senior leadership internally and key stakeholders and clients.
    • Curious and self-directed with strong attention to detail, time management skills and ability to juggle priorities and all other duties as assigned.
    • Proven track record of driving client satisfaction and retention
    • Ability to build and cultivate strong relationships
    • Strong analytical and problem-solving skills and the ability to create stories using data
    • Ability to collaborate with multiple stakeholders to create and refine repeatable
      and scalable processes
    • Self-directed worker who feels at home in a fast-paced, ever-changing environment and can quickly adapt to changing priorities and requirements
    • Enthusiastic about learning and working with the latest technologies and following industry trends
    • Understanding of the needs and challenges faced by higher education and driven to improve the student experience
    • Understanding of the Higher Education industry and experience in executing sales strategies.
    • Experience in B2B and B2B2C SaaS
    • 10-20% travel required
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