Customer Success Manager, Instructure

• Requires a Bachelor's Degree with a minimum of 4+ years Account Management experience
• Capacity to set correct expectations and manage issues/goals to completion
• Adaptability and the ability to prioritize tasks in a changing environment
• Passion for the education industry
• Excellent written and verbal communication skills
• Presentation and public speaking ability
• Computer proficiency with MS Office, Salesforce.com
• Successful management of 100-500 member accounts concurrently with a book of business between $500,000 and $2M
• Consistent attainment of 90% of quarterly/annual goals or greater

Desirable

• We are looking for an experienced Customer Success Manager to work with our K-12 customers
• 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
• The Customer Success Manager will participate in efforts to retain the account, help grow the account, and increase the market presence of Instructure
• This position will focus specifically on supporting our customers who have implemented Parchment and provide exceptional customer service to maintain strong relationships
• Manage renewals and capture leads to help grow the account and meet business quota
• Travel to meet customers onsite as well as participate in conferences. Travel is about 30% to 40%
• Act as liaison between customer and Instructure
• Cultivate an exceptional member experience by exceeding your member’s expectations. This is achieved through conducting calls, emails, virtual meetings and webinars
• 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