Customer Success Associate, Instructure

• This is a position for a highly motivated, professional, and organized individual that is a true team player
• 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

Desirable

• 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
• Our rapid growth requires an individual who can manage priorities and reach assigned territory goals in an ever changing environment
• 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

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