Associate Customer Success Manager

You could be a member of a Customer Success team at a fast-growing global company which was recently named a 2022 Great Place to Work™– come join us!

As the Associate Customer Success Manager (“ACSM”), you will report to the Director of Customer Success Management. You are responsible for retention and satisfaction of assigned certification clients and you’re the principle point of contact for second and third tier clients. Your primary responsibility is project management and oversight for all client-related support to your designated Client Administrators. You will work closely with a designated Customer Success Manager (“CSM”), when appropriate, to define, implement, and support additional services the client may require ensuring the best execution of their testing program. You must balance meeting a client’s needs and meeting corporate profitability objectives.

About Us:

We are a 24/7/365 SaaS company offering certification and licensure around the world. We are a purpose driven and values led company. Our purpose is “Improving Lives One Test at a Time.”

Our Values:

We Own It 

We Face Challenges with Optimism

We Are One Team

We Continuously Improve

We Listen and Learn From Each Other

We Build Trust

We Help Our Customers Succeed

We recently qualified as a Great Place to Work™ and earlier this year we celebrated our 20th year anniversary.

Key Responsibilities

• Build and maintain excellent client relationships including managing ongoing communications and providing reports. Tracks various client projects and other initiatives using Salesforce (or another designated CRM tool).
• Conduct or support client meetings including project kickoff, status meetings and demonstrations Reviews client contracts to ensure billing accuracy and service delivery compliance.
• Communicate and oversee task requests to development staff for client implementation updates and ongoing support.
• Act as a user acceptance tester on behalf of clients prior to feature implementations that could affect the service level of the product sets for specific client needs.
• Provide on-going client administrator support including initial and ongoing client training, answering questions, and tracking issues to resolution.
• Manage, track, and securely store all client assets (e.g., test items, media) that are provided by the client.
• Closely adhere to established policies and processes (e.g., security protocols) and suggest improvements as needed.
• Continuously identify product feature enhancements based on both client requests and backend business needs
• Use Salesforce to track all client support and communication, meeting or exceeding all Service Level Agreements.
• Monitor and proactively communicate risks and issues that impact customer satisfaction and helps ensure timely resolution.
• Escalate client issues as needed and drive to resolution by working with engineering, channel, product management, and other departments as needed to coordinate their efforts.
• Upsell additional optional services and oversee service implementation.
• Identify when assistance from a CSM is needed to identify solutions to meet client objectives
• Work within cross-functional teams to sustain and improve internal processes and procedures.

QUALIFICATIONS:

Education:

Bachelor's degree preferred, or equivalent combination of education and 2-4 years’ experience is required. Project Management and/or Customer Success Management training is a plus.

Experience/Skills:

• Two to four years of account management experience, technical expertise preferred.
• Testing/certification industry experience a plus.
• Software or Internet service support a plus.
• Experience with Web-based software and Hosted Software Applications.
• Power user with Microsoft Excel, Word, Project, and Outlook.
• Experience with Salesforce, Zendesk, or a related client management system.
• Must have direct client management experience
• Results-oriented with great attention to detail
• Enthusiastic self-starter and excellent team player
• Ability to multi-task in a fast-paced environment
• Analytic and problem-solving skills

Additional Information:

• Salary based on experience
• Comprehensive benefits package including vacation, sick leave and holiday pay as well as medical, dental, vision, life and short-term disability insurance
• Tuition Reimbursement Program

About Kryterion:

Kryterion is a leader in global testing solutions providing best in class credentialing tools,
technology and services for test delivery.

We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.