Associate Customer Success

Summary

Join Instructure as a Customer Success Manager to work with K-12 customers. This role requires a highly motivated and organized team player to manage priorities and achieve territory goals in a dynamic environment. You will focus on retaining and growing accounts, increasing market presence, and providing exceptional customer service. Responsibilities include managing renewals, capturing leads, acting as a liaison between customers and Instructure, and crafting member strategies. You will also need to be an effective communicator, demonstrate mastery of Parchment products, and manage a portfolio of 100-500 accounts. The position involves approximately 30-40% travel. This is a great opportunity to make a significant impact in the education industry.

Requirements

• Requires a Bachelor's Degree with a minimum of 2+ years of related 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 industry
• Excellent written and verbal communication skills
• Presentation and public speaking ability
• Computer proficiency with MS Office, Salesforce.com
• Successful management of 100-500 member accounts concurrently with a book of business between $500,000 and $2M
• Consistent attainment of 90% of quarterly/annual goals or greater

Responsibilities

• Manage renewals and capture leads to help grow the account and meet business quota
• Travel to meet customers onsite as well as participate in conferences. Travel is about 30% to 40%
• Act as liaison between customer and Instructure
• Cultivate an exceptional member experience by exceeding your member’s expectations. This is achieved through conducting calls, emails, virtual meetings and webinars
• Craft 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 goals
• Be an effective communicator through conducting dynamic and well-informed presentations; to include key results and deliver difficult messages to members
• Demonstrate 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 generation
• Effectively working cross-functionally with fellow Parchies
• Representing Parchment products and services accurately 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

Preferred Qualifications

• 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 Sales or Account Executive performance of at least 2 years
• Management consulting or strategic account management of 2- 4 years

Benefits

• 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