Sr. Customer Success Manager

Proctoru Inc.; Durham (NC); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

401(k) plan with company matching

Health, Dental, & Vision Insurance

Flexible time off

Remote and hybrid first organization

Great working environment

Job summary

Meazure Learning is seeking a Sr. Customer Success Manager in Durham, NC to own long-term retention and maximize value for strategic accounts.

You will deliver white-glove service, develop strong relationships, and drive adoption of Meazure Learning products across multiple enterprise partners. The role requires building executive-level relationships, training clients, forecasting volumes, and collaborating with the Partnership and Education teams to turn insights into action.

Qualifications

• 5–7 years in a customer service role.
• Strong written and verbal communication skills.
• Technical aptitude with web-based applications, Google Apps, and Microsoft Office.

Responsibilities

• Serve as the primary liaison for named accounts and drive customer success.
• Maintain and grow exam volume with current partners.
• Manage 5–10 strategic/enterprise accounts with a $5–$10M portfolio.
• Build relationships with influencers to improve satisfaction and retention.
• Provide education and training on Meazure Learning products.
• Forecast volumes for a rolling 12-month period.
• Collaborate with Partnership and Customer Engagement teams on programs.

Skills

Customer Success

Account Management

Communication

Multi-tasking

Travel readiness

Tools

Tableau

Insight reports

Web apps

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Sr. Customer Success Manager

Full Time Sales Durham, NC, US

At Meazure Learning, we aim to empower open-minded, inquisitive, and driven people, and we love how each new addition to the team adds to our culture. Here, you can positively impact the careers of millions of test-takers and reshape the education technology landscape by working toward one vision:

“To provide life-long learners across the globe the freedom to pursue their academic dreams and career aspirations safely, securely, and conveniently.”

Our Vision starts with our values—Hungry, Humble and Smart. We seek team members who are driven to achieve results while bringing these values to life with how they lead and work. Team members who think of the organization and team first without ego or agenda. Leaders who instinctively collaborate and operate with emotional intelligence. This is the foundation of success for all employees at Meazure Learning.

The Role:

The Sr. Customer Success Manager has primary responsibility for long-term success and retention of current partnerships by providing “white glove” customer service to Meazure Learning’s clients. To accomplish this, the Sr. Customer Success Manager will develop engaging relationships to optimize the customer experience and help them achieve successful outcomes with Meazure Learning.

The Responsibilities:

• Drive customer success as the first point of contact for customers in named accounts.
• Serve as the primary liaison in sustaining exam volume within current partner accounts.
• Protect business with current partners to ensure they won’t be tempted to use a competitor.
• Manage anywhere between 5-10 Strategic and Enterprise accounts and a typical portfolio between $5-$10M in annual revenue.
• Represent Meazure Learning at conferences and meetings with accounts.
• Build relationships with key influencers within each assigned partner to increase overall satisfaction as measured on a routine basis.
• Provide ongoing education and training on Meazure Learning products in conjunction with Customer Education Team.
• Partner with Director, Customer Engagement on projects / programs; providing feedback and ideas for customer engagement.
• Drive customer engagement by promoting resources/programs/surveys etc.
• Visit accounts as needed to discuss goals, develop a success plan, co-present and conduct training using Insight reports, Tableau expertise , and operational understanding of the client.
• Forecast volumes for the assigned book of business for a rolling twelve-month basis.
• Drive adoption across other segments within the account.
• Set and manage partner expectations.
• Regularly collaborate with the Partnership team to discuss and strategize and provide updates on relationships with current and future partners.
• Prioritize and respond to inbound customer inquiries.
• Connect with customers to offer insight and provideadditionalresources, as needed (both proactive and reactive).
• Assist team members with day-to-day questions and connect with them in the event the manager is tied up in othermeeting.
• Have extensive knowledge of all the services Meazure provides – OLP, Test delivery, Testing centers, etc.
• Assistwith program timeline created and adherence for multi-service clients.
• Definepossible clientsolutions and customer experiences and help clients envision future states and value propositions.
• Track and improve on churn rate and satisfaction scores in assigned accounts.
• Develop, conduct, and plan regular communication, risk assessments and lessons learned sessions of ongoing account and develop and oversee mitigation measures to turn risks into opportunities.

The Desired Attributes:

• Approximately 5-7 years’ experience in a customer service role.
• Strong written and verbal communication skills required .
• Technical aptitude with proficiency in web-based applications, Google Applications, and Microsoft Office Suite.
• Outstanding relationship and rapport building abilities.
• The ability to multi-task, prioritize, and balance time across clients, multiple partner relationships and internal initiatives daily while maintaining a profound attention to detail.
• Able to discern the difference between situations that require escalation, those that require immediate attention without escalation, and those that are important but not immediate.
• Strong execution focus and ability to develop solutions and strategies to further accelerate growth.
• Executive level interpersonal and problem-solving skills with the ability to successfully influence and quickly build credibility to maximize organizational growth and profitability.
• Ability to foresee, interpret and rapidly respond to market changes by adjusting strategies and realigning priorities accordingly.
• Ability to oversee multiple accounts at a time.
• Professional character thatrepresentsMeazure Learning’s brand and service standards well.
• Patient with and respectful of people and processes. Tries to understand the people and the data before making judgments and acting. Expresses sensitivity and empathy whenappropriate.
• Skilled at troubleshooting with a logical, systematic approach.
• Willingto travel at least 20% to visit accounts.

The Benefits:

• Exceptional Benefits:
  • 401(k) plan with company matching & immediate vesting schedule (100% of the 1st 3% and 50% of the next 2%)
  • BCBS Health, Dental, & Vision Insurance with generous employer funding for employees and dependents
  • Generous flexible time off approach
• Remote and h ybrid first organization
• Great working environment with a team of exceptional people

Meazure Learning is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Meazure Learning is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Meazure Learning are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Meazure Learning will not tolerate discrimination or harassment based on any of these characteristics.