Associate Customer Success Manager - Higher Education

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers.

We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:

We are looking for an Associate Customer Success Manager to work with our HiEd customers for Parchment. This is a position for a highly motivated, professional, and organized individual that is a true team player. Our rapid growth requires an individual who can manage priorities and reach assigned territory goals in an ever changing environment.

The Associate Customer Success Manager will participate in efforts to retain the account, help grow the account, and increase the market presence of Instructure. This position will focus specifically on supporting our customers who have implemented Parchment and provide exceptional customer service to maintain strong relationships.

This role will be working USA hours (8 am-5 pm US, or 9 am-6pm US, or 10 am-7 pm US)

What you will be doing:

• Act as a liaison between customer and Instructure

• Cultivate an exceptional member experience by exceeding your member’s expectations through high value-add, consultative engagements

• Meet with Parchment members to tie Parchment products and services to business strategy, uncover business needs, and capture leads to help grow the account

• Craft appropriate member strategies to build a deep rolodex of relationships at all levels in your member’s organization and across Parchment’s functions that you can leverage to achieve goals

• Be an effective communicator through conducting dynamic and well-informed presentations; to include key results and deliver difficult messages to members.

• Demonstrate a mastery of Parchment’s products and services, their capabilities and how they solve member business problems. Represent these accurately to members.

• Manage a book of business of 200-250 accounts. To include:
• Assisting the renewal team with negotiations and retention of existing members
• Expanding the value of existing members through price increases, expansions, and cross selling

• Effectively working cross-functionally with fellow Parchies
• Collaborate with Account Executives for cross selling, product knowledge, relationship building

• Overseeing the commercial motion: quoting, negotiating, closing contracts, and accurately forecasting revenue

• Meeting quantitative revenue goals (renewals and expansions) and customer satisfaction goals

• Occasional travel required for member meetings/events and industry conferences

Here is what you will need to know/have:

• Requires a Bachelor's Degree with a minimum of 1-2 years experience as a Customer Success Manager, Account Manager, or a related function

• Capacity to set correct expectations and manage issues/goals to completion.

• Adaptability and the ability to prioritize tasks in a changing environment.

• Passion for the education industry

• Excellent written and verbal communication skills

• Presentation and public speaking ability

• Experience with the Google or Microsoft suites, CRM experience (e.g., Salesforce)

• Successful management of 100-500 member accounts concurrently with a book of business between $500,000 and $2M

• Consistent attainment of 90% of quarterly/annual goals or greater.

What will set you apart:

• Previous SaaS business model experience

• Project management experience

• Experience with a Customer Success platform like Gainsight Experience managing or selling into accounts within the education industry

• Demonstrated successful Sales or Account Executive performance of at least 2 years, experience as Sales or Account Executive in Higher Ed

Get in on all the awesome at Instructure!

We offe