Customer Success Associate - HiEd, Parchment

Instructure, Inc.; United States; Remote; USD 60,000; Full time

Job summary

An innovative company is seeking a dynamic Associate Customer Success Manager to enhance member experiences using cutting-edge eTranscript SAAS technology. This role involves strategic oversight, effective communication, and relationship-building with a diverse team. The ideal candidate will manage a portfolio of 100-500 accounts, ensuring timely renewals and expansions while achieving revenue goals. With a focus on the education sector, this position offers a competitive salary, comprehensive benefits, and opportunities for professional growth. Join a collaborative environment where your contributions can make a significant impact!

Benefits

Competitive salary and 401k

Medical, dental, disability, and life insurance

HSA program

Tuition reimbursement

Paid time off and flexible work schedules

LifeStyle Spending Account

Qualifications

• 4-year degree required; passion for education industry.
• Experience managing 100-500 member accounts.

Responsibilities

• Cultivate exceptional member experience through calls, emails, and webinars.
• Manage renewal and expansion opportunities for 100-500 accounts.

Skills

Excellent written and verbal communication skills

Presentation and public speaking ability

Computer proficiency with MS Office

Salesforce.com

Account management

Education

BA or BS - 4 year college degree

Tools

Salesforce.com

MS Office

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

• BA or BS - 4 year college degree
• Passion for the education industry
• Excellent written and verbal communication skills
• Presentation and public speaking ability
• Computer proficiency with MS Office, Salesforce.com, and one SIS or ERP
• Successful management of 100-500 member accounts concurrently with a book of business between $2M and $3M.
• 20-40% 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 Sales or Account Executive performance of at least 2 years.
• Management consulting or strategic account management, of 2- 4 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

$60,000 - $60,000 a year

Base salary: $60,000

OTE: $102,000 ($60,000 base + bonus)

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.