Remote Customer Success Associate – SaaS for Higher Ed

Instructure; Estado de México; Híbrido; MXN 450.000 - 750.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Ownership program

Remote/hybrid work

Generous time off

Wellness programs

Tuition reimbursement

Learning resources

Recognition program

Inclusive culture

Descripción de la vacante

Instructure is seeking an Associate Customer Success Manager to work with HiEd customers for Parchment. This role requires a highly motivated, organized professional who can manage priorities and reach territory goals in a dynamic environment.

You will act as a liaison between customers and Instructure, delivering high-value, consultative engagements and maintaining exceptional service to build lasting relationships across accounts.

Formación

• Bachelor's Degree with 1-2 years experience as a Customer Success Manager, Account Manager, or a related function.
• Capacity to set correct expectations and manage issues/goals to completion.
• Adaptability and the ability to prioritize tasks in a changing environment.
• Passion for the education industry.
• Excellent written and verbal communication skills.
• Presentation and public speaking ability.
• Experience with Google or Microsoft suites; CRM experience (e.g., Salesforce).
• Successful management of 100-500 member accounts concurrently with a book of business between $500,000 and $2M.
• Consistent attainment of 90% of quarterly/annual goals or greater.

Responsabilidades

• Act as a liaison between customer and Instructure.
• Cultivate an exceptional member experience by exceeding your member’s expectations through high value-add, consultative engagements.
• Meet with Parchment members to tie Parchment products and services to business strategy, uncover business needs, and capture leads to help grow the account.
• 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. Represent these accurately to members.
• Manage a book of business of 200-250 accounts. To include: Assisting the renewal team with negotiations and retention of existing members; Expanding the value of existing members through price increases, expansions, and cross selling.
• Effectively working cross-functionally with fellow Parchies. Collaborate with Account Executives for cross selling, product knowledge, relationship building.
• Overseeing the commercial motion: quoting, negotiating, closing contracts, and accurately forecasting revenue.
• Meeting quantitative revenue goals (renewals and expansions) and customer satisfaction goals.
• Occasional travel required for member meetings/events and industry conferences.

Conocimientos

CRM experience

Presentation skills

Communication skills

Account management

Educación

Bachelor's degree

Herramientas

Salesforce

Google Workspace

Descripción del empleo

Instructure is seeking an Associate Customer Success Manager to work with HiEd customers for Parchment. This role requires a highly motivated, organized professional who can manage priorities and reach territory goals in a dynamic environment.

You will act as a liaison between customers and Instructure, delivering high-value, consultative engagements and maintaining exceptional service to build lasting relationships across accounts.