Customer Success Associate

September 22

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Instructure

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Education • SaaS • Artificial Intelligence

Instructure is an educational technology company that provides various digital tools and platforms to enhance and streamline teaching and learning experiences across different educational levels, from K-12 to professional education. Central to their offerings is the Canvas Learning Management System (LMS), which serves as a comprehensive hub for educators and students to connect and communicate effectively. Instructure also offers additional tools such as Canvas Studio and Canvas Catalog, as well as data-driven insights through Intelligent Insights that utilize AI to improve educational outcomes. The company's products are designed to support evidence-based decision-making, optimize technology usage, and foster impactful results in educational environments.

1001 - 5000 employees

Founded 2016

📚 Education

☁️ SaaS

🤖 Artificial Intelligence

📋 Description

• Manage the Instructure customer experience for all assigned customers • Work collaboratively with Customer Success Managers, Sales, and Renewals to increase market share from existing account base and new business to business opportunities • Act as liaison between the customer and Instructure, elevating concerns and growth opportunities to the Customer Success Manager • Understand the customer’s vision and goals with the Instructure Learning Platform and monitor their success and risk accordingly • Identify trends, needs, and opportunities by customer base, region, state, and other characteristics to propose and assist with proactive messaging and resources to support customer growth • Ensure data integrity standards are maintained in Gainsight and Salesforce as it relates to customer engagement tracking, product utilization, and playbook management • Support Customer Success Managers as they prepare for strategic customer meetings by generating reports and presentations • Coordinate internally on customer questions, requests and issue resolution • Develop and enable one:many digital campaigns and build response templates for frequently asked customer questions and communications • Develop and execute action plans from feedback and survey data

🎯 Requirements

• College degree (BS, BA, etc.) • Exceptional communication skills both written and verbal • Capacity to set correct expectations and manage issues to completion • Ability to multitask and prioritize tasks in a changing environment • Strong team mentality, utilizing internal and external resources strategically and judiciously • Customer facing background within the software industry • Demonstrated ability to solve problems and seek solutions • Ability to work North America hours • Must pass a background check and complete identity verification measures