Job Description
Enterprise Customer Success Manager
Are you a skilled relationship builder with a passion for customer success?
Are you a customer focused account strategist?
About Our Team
The eCSM will collaborate with the sales and implementation team on account strategy for assigned customers, understanding the vision and strategy. This role will be responsible for providing exceptional customer engagement to ensure our customers are maximizing the value of our digital product while ensuring successful retention and usage in their program.
About The Role
The Enterprise Customer Success Manager (eCSM) is a relationship strategist focused on developing meaningful partnerships with our customers. The eCSM serves as a trusted adviser and customer advocate to our new and returning partnership customers. This role works closely with cross-functional teams to design and implement individualized customer success plans and strategies. This ensures the health, goals, and objectives of our customers are met, and business value is realized.
Responsibilities
- Working closely with administrators, faculty, and students of our partnership accounts to learn and discover their needs/goals
- Translating the needs/goals of key stakeholders into a Customer Success plan
- Organizing, documenting, and refining customer data throughout the partnership
- Managing and taking point on issues, as the customer advocate
- Using teaching skills that support customer onboarding plans
- Conducting training with elevated customer product value driven conversations
- Providing customer with high-level service and develops innovative solutions to meet customers' business needs
Requirements
- Possess prior customer success experience
- Be organized with exceptional time management skills and professional agility
- Have relational intelligence and strategic thinking ability
- Be a team player with a demonstrated high level of collaboration
- Have a strategic problem-solving mindset
- Be able to effectively prioritize tasks and see them through to completion
- Demonstrate proficiency with Microsoft Office (Excel, Outlook, PowerPoint, and Word)
U.S. National Base Pay Range: $59,200 - $98,600. Geographic differentials may apply in some locations to better reflect local market rates.
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
