Fast Facts
The Customer Success Manager at Strategic Education, Inc. will drive the successful use of the Workforce Edge platform by supporting clients and fostering strong relationships, ensuring a positive customer experience and ROI.
Responsibilities: Key responsibilities include providing client support and advisement, delivering platform training, collecting and analyzing feedback, managing data integrity, and facilitating client engagement with product features.
Skills: Required skills include problem-solving abilities, technical aptitude, effective communication with various stakeholders, and proficiency in data analysis tools like Salesforce and Excel.
Qualifications: Preferred qualifications include 1-3 years of experience in customer success or account management, particularly within a SaaS environment, and a Bachelor’s degree.
Location: This position is based in the United States with up to 10% travel required.
Compensation: $66000 - $99000 / Annually
The Customer Success Manager supports Clients and Providers' needs while focusing on driving product and solutions usage of the Workforce Edge platform. The Customer Success Manager is an expert guide, helping to navigate each client/provider towards successful ROI of the Workforce Edge platform and services enabled on their account. They are responsible for platform training, client support, and advisement.
The Customer Success Manager is a strong voice for customer experience and feedback to internal teams. The Customer Success Manager acts as a front-line technical support for client administrators, and as a hub between clients, product, activation, and advising. They are platform experts and are responsible for backend systems configuration, data accuracy, product demos, and product training needs.
Essential Duties & Responsibilities:
- Ensure alignment at all levels of the relationship throughout the Client/Provider partnership including identify gaps in offering to encourage strong platform usage and adoption.
- Develop a broad understanding of client’s needs in order to meet expectations and encourage best practices to ensure success of the partnership.
- Provide data for business reviews.
- Provide quantitative and qualitative feedback to Product and Support teams. Suggest ways they can improve on the Client Experience and outcomes.
- Own the process for collecting data from partners for use across all teams, accurate entry into our systems and product for product and advisors, and testing both at launch and with updates as needed.
- Identify key metrics, build reports, and provide dashboards that are useful to our partners.
- Keep clients informed of feature updates, future roadmap, process and procedural changes.
- Manage process to confirm enrollments with partners then work internally to facilitate and audit the billing process in coordination with operations and finance departments.
- Maintain a working understanding of all client integrations. Partner with internal/external technical teams to ensure integrations are working and driving strong outcomes.
Job Skills:
- Ability to understand business objectives and effectively translate those to process/product requirements.
- Ability to problem solve and proactively provide solutions.
- Fluency in Interacting with, and confidence in communicating with, a variety of stakeholders within different levels of leadership.
- Build presentations, training, and documentation that can be used to educate and instruct clients on the best practices for success.
- Collect, analyze and prepare customer feedback for action and improvement.
- Lead training and demos.
- Technical aptitude with willingness to learn new skills and branch into new areas of need as the product grows.
Work Experience:
- 1-3 years of demonstrated success as a Customer Success Manager, Account Manager, Client Services or sales representative. Preferred: Direct Experience in support of a SaaS platform.
- Experience with Salesforce, Excel, and other data analysis tools strongly preferred.
- Experience working with technical teams on product development, understanding the process for developing new products or enhancing existing products in an agile environment.
Education:
- Bachelor’s degree required.
Other:
- Must be able to travel up to 10% of time.
- Must be able to lift 25 lbs.
- Typical office setting.
- Mobility within the office, including movement from floor to floor.
- Travel via plane, car, and metro may be required to perform this job.
- Must be able to work more than 40 hours per week when business needs warrant.
- Access information using a computer.
- Effectively communicate, both up and down the management chain.
- Effectively cope with stressful situations.
- Strong mental acuity.
- Regular, dependable attendance and punctuality are essential functions of this job.
- Other essential functions and marginal job functions are subject to modification.
SEI offers a comprehensive package of benefits to employees scheduled 30 hours or more per week. In addition to medical, dental, vision, life and disability plans, SEI employees may take advantage of well-being incentives, parental leave, paid time off, certain paid holidays, tax saving accounts (FSA, HSA), 401(k) retirement benefit, Employee Stock Purchase Plan, tuition assistance as well as entertainment and retail discounts. Non-exempt employees are eligible for overtime pay, if applicable.
Careers - Our Benefits, Strategic Education, Inc
SEI is an equal opportunity employer committed to fostering an inclusive and collaborative culture where individuals can grow their careers and contribute fully. We strive to attract talent with broad experiences, skills and perspectives. We welcome applications from all. While it is not typical for an individual to be hired at or near the top end of the pay range at SEI, we offer a competitive salary. The actual base pay offered to the successful candidate may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal pay equity. Our Talent Acquisition Team is ready to discuss your interest in joining SEI. The expected salary range for this position is below.
$66,000.00 - $99,000.00 - Salary
If you require reasonable accommodations to complete our application process, please contact our Human Resources Department at Careers@strategiced.com.
