Senior Customer Success Manager
Description
We're looking for an ambitious and tech savvy Senior Customer Success Manager to serve as a trusted advisor to a large portfolio of BenchPrep's key enterprise customers. You'll partner with Account Managers to support and grow the relationship and work closely with other internal resources to make it happen. You'll be responsible for product adoption, retention, and overall satisfaction.
Responsibilities
As a Senior Customer Success Manager you will:
- Partner with the Account Manager to execute on the operational and product utilization related goals of our Key Enterprise Customers
- Create Success Plans by providing user-focused training, onboarding, and engagement
- Work cross functionally with other departments in the company like instructional designers, implementation managers, product team, etc to ensure delivery of customer objectives
- Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success
- Identify and provide product education and ongoing onboarding needs through analysis of engagement metrics and drive best practices
- Act as a trusted advisor to the end users and key stakeholders to drive product adoption and ensure they leverage the solution to achieve agreed operational priorities, leading to full business value
- Interpret customer insights to drive change in product and act as voice of customer the Product team
- Provide best practices to help drive user behavior and adoption in product and map Built In solutions to existing customer workflows
- Maintain product expertise across our platform to serve as the ultimate expert
- Provide an amazing, personalized experience to each and every customer
Requirements
- Bachelor's degree
- 6+ years of Customer Success and/or Account Management Experience at a SaaS company preferably in the education technology space
- Strong verbal and written communication skills and technical aptitude
- Excellent organizational, project management, and time management skills
- Proven ability to multi-task and thrive in a dynamic, fast-paced, high growth environment
- Demonstrated ability to coordinate cross-functional teams to resolve complex issues within a designated time frame
- Experience analyzing data, trends and client information to identify product or service growth opportunities
- Excellent interpersonal skill with ability to build authentic business relationships and deal effectively with relational challenges as they come up
- Positive attitude a MUST
- Willing to travel approx. 25%