Associate Customer Success Manager

Summary

Join Parchment as an Associate Customer Success Manager and cultivate exceptional member experiences by exceeding expectations through calls, emails, webinars, and events. Craft member strategies to build strong relationships, leverage them to achieve goals, and communicate effectively through presentations. Demonstrate mastery of Parchment's products and services, manage renewals and expansions for 100-500 accounts, work cross-functionally, accurately represent Parchment, and meet revenue and customer satisfaction goals. This role requires a postsecondary degree, experience in higher education, excellent communication skills, presentation abilities, computer proficiency, and successful caseload management. The position involves 25-30% annual travel and consistent goal attainment. Bonus points for startup/SaaS experience, project management experience, an MBA, and demonstrated customer success performance.

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 one SIS or ERP
• Successful management of a caseload. This could include previous experience in customer success, or in the higher education industry in roles such as Admissions
• 25-30% travel annually, with seasons of more travel than others
• Consistent attainment of 90% of quarterly/annual goals or greater

Responsibilities

• Cultivate an exceptional member experience by exceeding your member’s expectations. This is achieved through conducting calls, emails, webinars, on-sites and regional events
• 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
• 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 Customer Success performance of at least 2 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