Enterprise Customer Success Manager, Instructure

• Spoken and written language fluency in English and Spanish, with proficiency in Italian as a bonus
• Empathy and a unique ability to understand customer needs, explain complex issues in relatable terms and adapt your tone according to the stakeholder
• Enthusiasm about education and technology with demonstrated technical aptitude
• Executive Presence - track record of networking and influencing an organisation at multiple (senior) stakeholder levels
• Demonstrated ability to communicate, present and influence credibly at multiple levels of an organisation
• Excellent interpersonal and eloquent writing skills
• Ability to prioritise, multitask, and perform effectively under pressure
• A results-driven attitude, a bias for learning and sharing, and the ability to thrive in a fast-paced, high growth, rapidly changing environment
• Familiarity with tools such as Salesforce, Gainsight, JIRA, Tableau and an interest in learning other internal tools to work efficiently

Desirable

• Managing a portfolio of high-value customers, mainly in Spain and Italy
• Developing and maintaining meaningful relationships with key stakeholders
• Developing an understanding of key clients’ business drivers and challenges, proactively offering insights and solutions to meet those needs through effective use of Instructure product and service offerings, promoting innovation and best practice
• Seeking to drive adoption across customer accounts to improve learning outcomes
• Retaining and maximising revenue opportunities
• Enabling sales through strong collaboration with sales teams
• Serving as a customer advocate by providing feedback to the product and engineering teams to improve the platform and better solve our customer’s challenges
• Participating in team projects that support goals and initiatives of the department