What are the responsibilities and job description for the Sr. Manager, Customer Success position at Meazure Learning?
Education
At Meazure Learning , we aim to empower open-minded, inquisitive, and driven people, and we love how each new addition to the team adds to our culture. Here, you can positively impact the careers of millions of test-takers and reshape the education technology landscape by working toward one vision:
“To provide life-long learners across the globe the freedom to pursue their academic dreams and career aspirations safely, securely, and conveniently.”
Our Vision starts with our values— Hungry, Humble, and Smart . We are looking for team members who model and drive results. Team members who think of the organization and team first without ego or agenda. Leaders who instinctively collaborate and operate with emotional intelligence. This is the foundation of success for all employees at Meazure Learning.
The Role
The Sr. Manager, Customer Success has primary responsibility for long-term success and retention of current partnerships by utilizing scaled customer success tactics to provide customer service to Meazure Learning’s clients. To accomplish this, the Sr. Manager Customer Success will develop strategies for engaging relationships to optimize customer experience and help them achieve successful outcomes with Meazure Learning via automated tools and tracking.
The Responsibilities
Meazure Learning is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Meazure Learning is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Meazure Learning are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Meazure Learning will not tolerate discrimination or harassment based on any of these characteristics.
At Meazure Learning , we aim to empower open-minded, inquisitive, and driven people, and we love how each new addition to the team adds to our culture. Here, you can positively impact the careers of millions of test-takers and reshape the education technology landscape by working toward one vision:
“To provide life-long learners across the globe the freedom to pursue their academic dreams and career aspirations safely, securely, and conveniently.”
Our Vision starts with our values— Hungry, Humble, and Smart . We are looking for team members who model and drive results. Team members who think of the organization and team first without ego or agenda. Leaders who instinctively collaborate and operate with emotional intelligence. This is the foundation of success for all employees at Meazure Learning.
The Role
The Sr. Manager, Customer Success has primary responsibility for long-term success and retention of current partnerships by utilizing scaled customer success tactics to provide customer service to Meazure Learning’s clients. To accomplish this, the Sr. Manager Customer Success will develop strategies for engaging relationships to optimize customer experience and help them achieve successful outcomes with Meazure Learning via automated tools and tracking.
The Responsibilities
- Design, develop, and implement scaled customer success model to maintain and increase customer retention and satisfaction within low-mid tier clients.
- Build and train the Account Services Team, serve as the primary escalation point for low- to mid-tier client support services, and oversee the management of Customer Success Associates
- Work on strategic initiatives that support the One Meazure strategy to standardize and streamline operations across the entire Customer Success organization.
- Work collaboratively with Customer Education, CS Ops, MLSupportand other departments to track client health and identify engagement activities or campaigns to drive product utilization, satisfaction, and client retention.
- Establish escalation path for risk mitigation within low-mid tier clients.
- Promote brand advocacy and promote product adoption at scale .
- Drive customer success as the first point of contact for customers in named accounts. (as appointed) Serve as the primary liaison in sustaining exam volume within current partner accounts.
- Protect business with current partners to ensure they won’t be tempted to use a competitor.
- Represent Meazure Learning at conferences and meetings with accounts.
- Build relationships with key influencers within each assigned partner to increase overall satisfaction as measured on a routine basis.
- Provide ongoing education and training on Meazure Learning products in conjunction with Customer Education Team.
- Partner with Director, Customer Engagement on projects and programs; providing feedback and ideas for customer engagement.
- Drive customer engagement by promoting resources, programs, surveys etc.
- Visit accounts as needed to discuss goals, develop a success plan, co-present and conduct training using Insight reports, Tableau expertise, and operational understanding of the client.
- Forecast volumes for the assigned book of business for a rolling twelve-month basis.
- Drive adoption across other segments within the account.
- Set and manage partner expectations.
- Regularly collaborate with the Partnership team to discuss and strategize and provide updates on relationships with current and future partners.
- Prioritize and respond to inbound customer inquiries.
- Connect with customers to offer insight and provide additional resources, as needed (both proactive and reactive).
- Assist team members with day-to-day questions and connect with them in the event the manager is tied up in other meeting.
- Have extensive knowledge of all the services Meazure provides – OLP, Test delivery, Testing centers, etc.
- Define possible client solutions and customer experiences and help clients envision future states and value propositions.
- Track and improve on churn rate and satisfaction scores in assigned accounts.
- Develop, conduct, and plan regular communication, risk assessments and lessons learned sessions of ongoing account and develop and oversee mitigation measures to turn risks into opportunities.
- Approximately 5-7 years’ experience in a customer service role.
- Strong written and verbal communication skills are required.
- Zendesk knowledge and ticket management is preferred
- Techni cal aptitude with proficiency in web-based applications, Google Applications, and Microsoft Office Suite.
- Outstanding relationship and rapport building abilities.
- The ability to multi-task, prioritize, and balance time across clients, multiple partner relationships and internal initiatives daily while maintaining a profound attention to detail.
- Able to discern the difference between situations that require escalation, those that require immediate attention without escalation, and those that are important but not immediate.
- Strong execution focus and ability to develop solutions and strategies to further accelerate growth.
- Executive level interpersonal and problem-solving skills with the ability to successfully influence and quickly build credibility to maximize organizational growth and profitability.
- Ability to foresee, interpret and rapidly respond to market changes by adjusting strategies and realigning priorities accordingly.
- Ability to oversee multiple accounts at a time.
- Professional character that represents Meazure Learning’s brand and service standards.
- Patient with and respectful of people and processes. Tries to understand the people and the data before making judgments and acting. Expresses sensitivity and empathy when appropriate.
- Skilled at troubleshooting with a logical, systematic approach.
- Willing to travel at least 20% to visit accounts.
- Competitive Salary
- Exceptional Benefits:
- 401(k) plan with company matching & 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
Meazure Learning is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Meazure Learning is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Meazure Learning are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Meazure Learning will not tolerate discrimination or harassment based on any of these characteristics.