Customer Success Associate
Philippines
COGS – Customer Success /
Full-time /
Remote
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 a Customer Success Associate (CSA) to work with our North American K12, Higher Ed, and Professional Learning customers. CSAs will play a critical role by supporting our customers who have implemented the Instructure Learning Platform and elevate Instructure customer journey through strong collaboration with their aligned Customer Success Manager.
The Customer Success Associate will manage the customer experience as the primary point-of-contact for mid-market customers, partner with and escalate to the territory-aligned Customer Success Manager, and support customers along the Instructure customer journey to ensure our customers are realizing value and having a great customer experience. CSA will be successful in their roles by collaborating with Customer Success Managers to retain revenue and grow revenue with their assigned territory.
About the Role
- Manage the Instructure customer experience for all assigned customers
- Work collaboratively with Customer Success Managers, Sales, and Renewals to increase market share from existing account base and new business to business opportunities
- Act as liaison between the customer and Instructure, elevating concerns and growth opportunities to the Customer Success Manager
- Understand the customer’s vision and goals with the Instructure Learning Platform and monitor their success and risk accordingly
- Identifying trends, needs, and opportunities by customer base, region, state, and other characteristics to propose and assist with proactive messaging and resources to support customer growth
- Ensure data integrity standards are maintained in Gainsight and Salesforce as it relates to customer engagement tracking, product utilization, and playbook management
- Support Customer Success Managers as they prepare for strategic customer meetings with customers by generating reports and presentations
- Internal coordination of customer questions, requests and issue resolution.
- Develop and enable one:many digital campaigns and build response templates for frequently asked customer questions and communications
- Develop and execute action plans from feedback and survey data
About You
- College degree (BS, BA, etc.)
- Exceptional communication skills both written and verbal
- Capacity to set correct expectations and manage issues to completion
- Ability to multitask and prioritize tasks in a changing environment
- Strong team mentality, utilizing internal and external resources strategically and judiciously
- Customer facing background within the software industry
- Demonstrated ability to solve problems and seek solutions
- Ability to work North America hours
We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.
Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.
All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.
Any attempt to misrepresent personal or professional information will result in disqualification.
