Senior Customer Success Manager

Job Description:

• Drive customer success as the first point of contact for customers in named accounts
• Serve as the primary liaison to sustain exam volume within current partner accounts
• Protect business with current partners and support long-term retention
• Manage 5–10 Strategic and Enterprise accounts with a typical $5–$10M annual revenue portfolio
• Represent Meazure Learning at conferences and account meetings
• Build relationships with key influencers to increase partner satisfaction
• Provide ongoing education and training on Meazure Learning products with the Customer Education Team
• Partner with the Director, Customer Engagement on customer engagement projects and programs
• Promote resources, programs, and surveys to drive customer engagement
• Visit accounts as needed to discuss goals, develop success plans, co-present, and conduct training using Insight reports, Tableau expertise, and operational knowledge
• Forecast assigned-book-of-business volumes on a rolling twelve-month basis
• Drive adoption across other segments within accounts
• Set and manage partner expectations
• Collaborate with the Partnership team on current and future partner relationships
• Prioritize and respond to inbound customer inquiries
• Provide customers with proactive and reactive insight and resources
• Assist team members with day-to-day questions
• Maintain extensive knowledge of Meazure Learning services, including OLP, test delivery, and testing centers
• Assist with multi-service client program timelines and adherence
• Define client solutions, customer experiences, future states, and value propositions
• Track and improve churn rates and satisfaction scores
• Plan and conduct regular communications, risk assessments, and lessons-learned sessions
• Develop and oversee mitigation measures to turn risks into opportunities

Requirements:

• Approximately 5-7 years’ experience in a customer service role
• Strong written and verbal communication skills
• Technical aptitude with proficiency in web-based applications, Google Applications, and Microsoft Office Suite
• Outstanding relationship and rapport building abilities
• Ability to multi-task, prioritize, and balance time across clients, multiple partner relationships and internal initiatives daily while maintaining profound attention to detail
• Ability to distinguish situations requiring escalation, immediate attention without escalation, or later attention
• Strong execution focus and ability to develop solutions and strategies to accelerate growth
• Executive-level interpersonal and problem-solving skills
• Ability to influence and quickly build credibility
• Ability to foresee, interpret, and respond to market changes by adjusting strategies and priorities
• Ability to oversee multiple accounts simultaneously
• Professional character representing Meazure Learning’s brand and service standards
• Patient and respectful approach to people and processes
• Sensitivity and empathy when appropriate
• Logical, systematic troubleshooting approach
• Willingness to travel at least 20% to visit accounts

Benefits:

• Competitive Salary
• 401(k) plan with company matching and immediate vesting schedule (100% of the 1st 3% and 50% of the next 2%)
• BCBS Health, Dental, & Vision Insurance with generous employer funding for employees and dependents
• Generous flexible time off approach
• Professional development
• Remote and hybrid first organization
• Great working environment with a team of exceptional people