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Professional Education (ProEd) Customer Success Manager
Posted 1 day agoViewed
💎 Seniority level: Manager, 5+ years
🔍 Industry: EdTech
🏢 Company: Honorlock👥 101-250💰 $25,000,000 Series B almost 4 years agoEducationEdTechWeb AppsSoftware
⏳ Experience: 5+ years
Requirements:
- 5+ years of experience in customer success, account management, or a related role, preferably in the SaaS or EdTech industry.
- Proven track record of managing and growing strategic accounts.
- Strong communication, presentation, and interpersonal skills.
- Ability to analyze data and derive actionable insights.
- Excellent problem-solving and conflict-resolution skills.
- Ability to work independently and as part of a team.
- Familiarity with online proctoring solutions and/or educational technology is a plus.
Responsibilities:
- Develop, lead and support the onboarding process for new customers, ensuring a smooth and efficient technical implementation of Honorlock's solutions.
- Conduct training sessions and workshops to educate customers on the features and functionalities of the platform to drive adoption.
- Collaborate with internal teams to tailor implementation and adoption plans that meet the specific needs of each client.
- Develop and maintain comprehensive documentation and resources to assist customers with implementation, adoption and usage.
- Provide expert-level technical support to customers, resolving complex issues and ensuring timely resolution.
- Diagnose and troubleshoot technical problems, working closely with the engineering and development teams as needed.
- Monitor system performance and proactively identify potential issues to prevent disruptions to customer experience.
- Develop and maintain deep, strategic relationships with key stakeholders in assigned accounts.
- Serve as the primary point of contact for clients, ensuring they are well-supported and satisfied with Honorlock’s services.
- Conduct regular onsite and virtual check-ins, business reviews, and strategic planning sessions with clients.
- Support strategic partnerships, serving as a liaison to executive-level stakeholders to drive alignment, cultivate trust, and enhance long-term collaboration.
- Oversee end-to-end management for high-impact initiatives, ensuring seamless execution, timely delivery, and alignment with organizational objectives.
- Drive partnership strategies to maximize value, identify new opportunities, and optimize outcomes.
- Advocate for the client within Honorlock, ensuring their feedback and needs are heard and addressed.
- Work closely with Product, Sales, and Support teams to resolve issues and enhance the customer experience.
- Develop and execute customized success plans that align with clients’ goals and objectives.
- Monitor client usage, performance metrics, and satisfaction levels to identify opportunities for improvement and growth.
- Drive the renewal process, ensuring a high retention rate by demonstrating value and ROI to clients.
- Identify and pursue opportunities for account expansion and upsell additional services and features.
- Provide training and resources to clients to ensure they are fully leveraging Honorlock’s solutions.
- Develop and deliver workshops, webinars, and other educational materials to enhance client knowledge and usage.
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