Offer summary

Qualifications:

Postsecondary degree, BA or BS preferred., Experience within the Higher Education industry., Excellent written and verbal communication skills., Successful management of a caseload, with a preference for customer success or higher education roles..

Key responsibilities:

Manage and renew 100-500 accounts, ensuring timely renewals and expansions.

Build and maintain relationships with members through calls, emails, webinars, and events.

Present and communicate effectively about Parchment’s products and services.

Develop strategic engagement plans to meet revenue and customer satisfaction goals.

Job description

As an Associate Customer Success Manager at Parchment, all of your activities are focused on creating a phenomenal experience for the members within your territory. CSM’s provide strategic oversight for the management and utilization of our industry leading eTranscript SAAS technology by working with a cross-functional team of engineers, project managers, regulatory, legal, sales and marketing professionals. This is a position for a highly motivated, professional, and organized individual that is a true team player. Our rapid growth requires an individual who can manage priorities and reach assigned territory goals in an ever changing environment.

What you will do

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.

To include:

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

What you will need to know/have

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.

Bonus points if you also have

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.

Get in on all the awesome at Instructure:

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

We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better and our business is stronger.

At Instructure we participate in E-Verify and yes, in case you didn't catch it from the above, we are an Equal Opportunity Employer.

All Instructure employees are required to successfully pass a background check upon being hired.

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