Description
As a 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.
As a 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 eventsCraft 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 goalsBe 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 membersExpanding the value of existing members through price increases, expansions, and lead generationEffectively working cross-functionally with fellow ParchiesRepresenting Parchment products and services accurately to membersQuoting, negotiating, and closing contractsAccurate forecastingDeveloping 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 industryExcellent written and verbal communication skillsPresentation and public speaking abilityComputer proficiency with MS Office, Salesforce.com, and one SIS or ERPSuccessful 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 experienceProject management experienceMBAExperience managing or selling into accounts within the education industryDemonstrated successful Sales or Account Executive performance of at least 2 years. Management consulting or strategic account management, of 2- 4 years
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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