Customer Success Manager, Parchment - EMEA
London, England
COGS – Customer Success /
Full-time /
Remote
As a Customer Success Manager, EMEA, you will take a lead role in nurturing and growing our relationships with existing customers, including further and higher education institutions, and corporate training programs. You will be responsible for ensuring customers achieve success with our platform while actively identifying opportunities to expand their investment in our solutions.
All of your activities will focus on creating a phenomenal experience for Instructure customers using the Parchment platform. This role provides strategic oversight for the management and utilisation of our industry-leading credentialing SaaS technology by collaborating with a cross-functional team of engineers, project managers, regulatory, legal, sales, and marketing professionals.
We are seeking a highly motivated individual who is keenly focused on the overall success of our customers by developing proactive, effective relationships. You will demonstrate to customers a clear path to value, helping them achieve high levels of retention, loyalty, and ongoing ROI.
Our rapid growth requires someone who can prioritise effectively and consistently achieve assigned territory goals in an ever-changing environment. This is an exciting opportunity for a results-driven professional passionate about driving customer success and revenue growth in a dynamic and collaborative EdTech space.
What you will do:
- Cultivate an exceptional customer experience by exceeding your customers expectations. This is achieved through conducting account reviews and workshops via webinar, on-sites and regional events.
- Develop appropriate member strategies to build relationships at all levels in your customers organisation and across Instructure’s functions that you can leverage to achieve goals and increase adoption.
- Maintain consistent relationships with primary contacts and other key stakeholders by being an effective communicator through conducting dynamic and well-informed presentations; to include key results, delivering difficult messages, and product updates.
- Build account growth plans for key customers, identifying areas for deeper engagement and increased investment. Use these relationships and knowledge to proactively introduce new additional parts of our ecosystem that align with customers’ goals and challenges, ensuring they understand the value of additional offerings.
- Demonstrate a mastery of Instructure’s Parchment platform, its capabilities and how it solves member business problems and goals.
- Analyse member usage reports to identify trends and track client health and performance.
- Manage all renewal and expansion opportunities within your respective region. These Include:
- Forecasting
- Quoting, negotiating, and closing contracts
- Identifying and responding to Requests for Proposal (RFPs)
- Developing and executing strategic customer success plans
- Meeting quantitative revenue goals (renewals and expansions) and customer satisfaction goals
- 20-50% travel annually, with seasons of more travel than others.
What you will need to know/have:
- Bright, energetic professional with outstanding communication and interpersonal skills
- When you are with members, every interaction is geared toward delighting them.
- You are an excellent communicator able to communicate complex topics to a wide ranging audience in an engaging, succinct manner
- Excel at building and leveraging strong business relationships
- Analytical, yet creative and love numbers
- Demonstrated ability to manage multiple tasks with shifting priorities and tight deadlines
- Excel in an entrepreneurial environment
- Strong attention to detail
- Self-driven and independent
- Exceeded performance metrics 90% of professional career
- BA or BS - university degree
- Demonstrated successful Sales, Account Management or Customer Success performance of at least 4+ years.
- Passion for the education industry
- Excellent written and verbal communication skills
- Presentation and public speaking ability
- Computer proficiency with MS Office, Salesforce, and Google Suite.
£45,000 - £55,000 a year
