CUSTOMER SUCCESS MANAGER

CUSTOMER SUCCESS MANAGER :

HERE IS WHAT YOU'LL DO :

• Forecast and manage revenue for all assigned accounts, from proactive touchpoints through pricing proposals and contract execution to ensure timely completion of all customer renewals.
• Build strong relationships with primary decision makers and key stakeholders, and develop a deep understanding of their needs, goals, challenges, desired institutional outcomes, and how those can be met with PeopleGrove’s solutions.
• Provide basic tactical support for clients when needed such as: running data imports, building email campaigns, resetting formal mentorship programs.
• Educate customers on platform features and functionality; aligning functionality to use cases appropriate and valuable to the individual customer.
• Act as a strategic advisor with your assigned accounts by providing consulting, coaching, and reporting that demonstrate PeopleGrove’s measurable impact on customer outcomes.
• Analyze customer adoption and engagement data to identify, communicate, and act upon both risks and opportunities.
• Maintain a regular cadence with your accounts through a variety of channels including monthly web-based meetings, email correspondence, phone calls, and in-person meetings.
• Serve as the voice of your customers cross-functionally, providing feedback and insights internally; while continuing to position the product as a valuable solution that demonstrates positive impact on customer objectives.
• Contribute to customer success programs at scale, including customer workshops, webinars, PeopleGrove Community, and other customer education and engagement tactics.
• Partner with Sales to develop and execute growth plans for accounts within your portfolio, and assist in presales activities as needed.
• Success will be measured by your impact on gross retention, net retention, and customer adoption and engagement metrics.

HERE IS WHAT YOU'LL BRING :

• 5+ years experience working in the higher education industry and providing services/solutions to institutions, ideally a combination of roles.
• Excellent oral and written communication skills along with an ability to work cross-functionally with a broad range of internal and external constituents.
• Ability to speak to solutions at a high level while also being able to get into the details and utilization of platform features.
• Passion for supporting the mission of higher education.
• Comfortable with taking risks, leading and working through ambiguity, and challenging assumptions to develop and deliver optimal solutions for customers.
• Outstanding organizational skills and the ability to manage multiple priorities.
• Proficiency in Google Suite, Salesforce, and CRM systems with ability to learn new technology tools quickly.
• Ability to travel up to 15%.
To be considered: Please include a cover letter that is less than 2 paragraphs explaining your passion for education, desire to work in customer success, and background highlighting the traits that allow you to excel personally and professionally in this role at PeopleGrove.