Ready Education is the leading mobile student engagement platform on a mission to improve student success in higher education worldwide. Our products connect students with their peers and faculty, allow easy management of courses and finances, and help 700+ institutions strengthen their campus community. We are a global, remote-first team.
Ready is growing rapidly, both organically and inorganically, and has successfully completed four acquisitions in the past year. We have a diverse and world class team poised for our next phase of rapid growth.
ROLE PURPOSE
The Client Success Manager is responsible for managing customer relationships in a strategic way in order to drive client retention while also pushing sales expansions. This position serves in a strategic capacity supporting clients as a trusted advisor and advocate while also representing the company objectives and driving revenue.
KEY STAKEHOLDERS
Sales
Marketing
Customer Experience
Finance
Product & Engineering
MAIN RESPONSIBILITIES
- Develop and execute retention strategies for clients using goal-oriented and value-based strategies.
- Be a trusted partner and consultant to clients helping them match our solution to obstacles in order to demonstrate a positive ROI.
- Build a rewarding relationship with clients and internal team members.
- Manage a regionally based customer portfolio of an average of 75 accounts.
- Own contract renewals and expansions, including leading pricing and contracting conversations with key client stakeholders. .
- Analyze, respond and react to performance data to help measure client performance and communicate ROI.
- Ability to identify and manage at-risk accounts and execute churn mitigation strategies.
- Proven ability to foster relationships with key client stakeholders at all levels including front line, mid level and executive level.
ESSENTIAL REQUIREMENTS OF THE ROLE
- Minimum 3-5+ years of experience in a proactive, customer-facing/customer success/sales/problem-solving role in Higher Education/ Ed-Tech/ Student Affairs
- Ability to understand and identify client issues/challenges and formulate, execute and optimize strategies and solutions.
- Strong written and verbal communication and presentation skills including ability to comfortably present to peers, senior leadership internally and key stakeholders and clients.
- Curious and self-directed with strong attention to detail, time management skills and ability to juggle priorities and all other duties as assigned.
- Proven track record of driving client satisfaction and retention
- Ability to build and cultivate strong relationships
- Strong analytical and problem-solving skills and the ability to create stories using data
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Ability to collaborate with multiple stakeholders to create and refine repeatable
and scalable processes - Self-directed worker who feels at home in a fast-paced, ever-changing environment and can quickly adapt to changing priorities and requirements
- Enthusiastic about learning and working with the latest technologies and following industry trends
- Understanding of the needs and challenges faced by higher education and driven to improve the student experience
- Understanding of the Higher Education industry and experience in executing sales strategies.
- Experience in B2B and B2B2C SaaS
- 10-20% travel required
- Experience using Campus Groups or similar Student Engagement Tools ( Preferred but not required)
WHAT YOU CAN EXPECT FROM US
- A chance to work towards an amazing mission of helping students succeed as a team member of a global tech startup
- Remote first work environment: Ability to work from anywhere in North America with flexible hours
- Generous paid vacation time
- A chance to travel while working remotely
- Continuous learning and growth culture with many opportunities to develop professionally
- Health Benefits including health, dental, vision, company funded life & disability insurance and identity protection
- Participation in matching 401K plan
- Team bonding activities
- Professional development opportunities
- Home Office Set up support with a company laptop & equipment
- A chance to work with a global collaborative, friendly and diverse team
- And Company Swag!
Although this role is 100% remote, the person in this position should be expected to travel for certain customer / industry / company events and engagements as necessary.
