Job Description
As a Customer Success Manager at Parchment, all of your activities are focused on creating a phenomenal experience for the members within your territory. CSM’s provide strategic oversight for the management and utilization of our industry leading eTranscript SAAS technology by working with a cross-functional team of engineers, project managers, regulatory, legal, sales and marketing professionals. 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.
What you will do
Cultivate an exceptional member experience by exceeding your member’s expectations. This is achieved through conducting calls, emails, virtual meetings and webinars. 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. Manage all renewal and expansion opportunities for 100 -500 accounts. To include: Timely renewal of existing members, expanding the value of existing members through price increases, expansions, and lead generation. Effectively working cross-functionally with fellow team members.Representing Parchment products and services accurately to members. Quoting, negotiating, and closing contracts. Accurate forecasting.Developing and executing strategic customer engagement plans. Meeting quantitative revenue goals (renewals and expansions) and customer satisfaction goals. What you will need to know/have
BA or BS - 4-year college degree Passion for the education industry Excellent written and verbal communication skills Presentation and public speaking ability Computer proficiency with MS Office, Salesforce.com 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.
Bonus points if you also have
Previous start-up and/or SaaS business model experience Project management experience MBA Experience managing or selling into accounts within the education industry Demonstrated successful Sales or Account Executive performance of at least 2 years. Management consulting or strategic account management, of 2- 4 years
