Remote Enterprise Customer Success Manager

Summary

Join Stellic's team as an Enterprise Customer Success Manager and help empower all students to have the best-possible experiences and outcomes. As a key member of our customer-centric team, you will work on building deep relationships with institutions, establishing clear partner retention and success goals, and owning delivery of those goals. You will also be responsible for thought partnership, partner training, and ensuring 100% renewals.

Requirements

• Enterprise Partner Success: Seamlessly navigate multi-stakeholder environments, forging connections at all levels within partner and internal organizations, to realize and drive long-term success
• Customer Empathy: Deep empathy for stakeholders and motivated to make them achieve their goals
• Persuasion & Influence: Articulate ideas persuasively. Influence and inspire action or decision-making. Use compelling arguments and evidence
• Deal with Legacy Space: Know how to get shit done in bureaucratic, slow orgs like government, finance, healthcare and higher ed. Understand the politics going behind the scene in a large institution
• Problem Solving: Proactively identify, share and mitigate/neutralize risks - both internally and externally. Exercise creativity to figure things out in a scrappy environment to keep projects on track
• Data Analysis & Reporting: Analyze data and effectively translate into ROI realization. Comfortable with csv files and excel
• Training: Train diverse stakeholders on a complex product (enterprise B2B SaaS)
• Documentation & Communication: Write succinct notes and share updates with relevant stakeholders
• Focus on Impact, not Progress: Not task oriented but goal oriented
• Operationally Excellent: Manage your caseload of 25 Partners effectively
• Comfort with Commercial: You don't shy away from up-sell or renewal conversations (commercial conversations) with Partners
• Collaborative Player: You collaborate with sales, product and marketing teams independently
• Grit: You get shit done, no matter what attitude - no internal or external excuses
• Culture-fit: You're a natural fit for Stellic Values: My Heart is in the Work

Responsibilities

• Become an effective point of contact for institutions
• Build and cultivate deep, trusted, and transparent relationships with our Partners, exceeding their expectations during every phase of the customer lifecycle
• Establish clear Partner retention and success goals, including high product adoption and high platform utilization, and own delivery of those goals
• Increase product NPS from 50 to 80
• Identify potential opportunities for upsell which increases the impact on campus
• Be a strategic “voice of the customer” thought-partner for our internal teams (product, marketing, sales) to recognize potential improvements for Stellic’s Product and Partnership experience
• Get high NPS and adoption from training across diverse roles (advisors, registrar). Creating training courses and educational materials
• Own renewals for your partners end-to-end

Benefits

• Medical, dental, vision, and life insurance
• 401K and commuter benefits
• Annual international retreats in some of the most beautiful cities & towns