Senior Customer Success Manager

🕒 Outubro 13

🌲 North Carolina – Remoto

🌲 North Carolina – Remote

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

👻 Score fantasma 10%

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Meazure Learning

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2008

💼 Consultoria

📦 Logística

📚 Educação

Consulting • Logistics • Education

Meazure Learning é uma empresa especializada no desenvolvimento, aplicação, proctoring e análise de exames de ensino superior e de credenciamento/certificação. A companhia fornece soluções end-to-end para programas de exames, com proctoring remoto avançado, desenvolvimento de testes e análise de dados, tudo apoiado por tecnologia robusta e atendimento em nível concierge. Ao alavancar sua expertise e seu software, a Meazure Learning busca melhorar os resultados de desempenho tanto para os responsáveis pelos exames quanto para os candidatos, ao mesmo tempo em que simplifica o processo de avaliação.

Descrição

• Drive customer success as the first point of contact for customers in named accounts • Serve as the primary liaison to sustain exam volume within current partner accounts • Protect business with current partners and support long-term retention • Manage 5–10 Strategic and Enterprise accounts with a typical $5–$10M annual revenue portfolio • Represent Meazure Learning at conferences and account meetings • Build relationships with key influencers to increase partner satisfaction • Provide ongoing education and training on Meazure Learning products with the Customer Education Team • Partner with the Director, Customer Engagement on customer engagement projects and programs • Promote resources, programs, and surveys to drive customer engagement • Visit accounts as needed to discuss goals, develop success plans, co-present, and conduct training using Insight reports, Tableau expertise, and operational knowledge • Forecast assigned-book-of-business volumes on a rolling twelve-month basis • Drive adoption across other segments within accounts • Set and manage partner expectations • Collaborate with the Partnership team on current and future partner relationships • Prioritize and respond to inbound customer inquiries • Provide customers with proactive and reactive insight and resources • Assist team members with day-to-day questions • Maintain extensive knowledge of Meazure Learning services, including OLP, test delivery, and testing centers • Assist with multi-service client program timelines and adherence • Define client solutions, customer experiences, future states, and value propositions • Track and improve churn rates and satisfaction scores • Plan and conduct regular communications, risk assessments, and lessons-learned sessions • Develop and oversee mitigation measures to turn risks into opportunities

🎯 Requisitos

• Approximately 5-7 years’ experience in a customer service role • Strong written and verbal communication skills • Technical aptitude with proficiency in web-based applications, Google Applications, and Microsoft Office Suite • Outstanding relationship and rapport building abilities • Ability to multi-task, prioritize, and balance time across clients, multiple partner relationships and internal initiatives daily while maintaining profound attention to detail • Ability to distinguish situations requiring escalation, immediate attention without escalation, or later attention • Strong execution focus and ability to develop solutions and strategies to accelerate growth • Executive-level interpersonal and problem-solving skills • Ability to influence and quickly build credibility • Ability to foresee, interpret, and respond to market changes by adjusting strategies and priorities • Ability to oversee multiple accounts simultaneously • Professional character representing Meazure Learning’s brand and service standards • Patient and respectful approach to people and processes • Sensitivity and empathy when appropriate • Logical, systematic troubleshooting approach • Willingness to travel at least 20% to visit accounts

🏖️ Benefícios

• Competitive Salary • 401(k) plan with company matching and immediate vesting schedule (100% of the 1st 3% and 50% of the next 2%) • BCBS Health, Dental, & Vision Insurance with generous employer funding for employees and dependents • Generous flexible time off approach • Professional development • Remote and hybrid first organization • Great working environment with a team of exceptional people

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