Meazure Learning razvija in upravlja rešitve za preverjanje znanja za visokošolske ustanove in programe strokovnega certificiranja. Njeno delo obsega pripravo izpitov, pisanje izpitnih vprašanj, izvedbo testiranja, oddaljeno nadzorovanje izpitov, svetovanje pri programih in poročanje. Te zmogljivosti združuje v programski opremi in storitvah za skrbnike testiranj ter kandidate. Podjetje si prizadeva poenostaviti upravljanje programov preverjanja znanja in hkrati zagotavljati jasnejše podatke za ocenjevanje uspešnosti in rezultatov.
Senior Customer Success Manager
Lead relationships with Meazure Learning’s strategic and enterprise clients, supporting retention, satisfaction, product adoption, and account growth. The role manages a portfolio of 5–10 accounts and partners with internal teams to strengthen long-term customer outcomes.
Opis
- Serve as the primary customer success contact for assigned accounts.
- Help sustain exam volumes across existing partner accounts.
- Protect existing business and support long-term partner retention.
- Manage 5–10 strategic and enterprise accounts, typically representing a $5–$10 million annual revenue portfolio.
- Represent Meazure Learning at conferences and account meetings.
- Build relationships with key influencers to improve partner satisfaction.
- Deliver ongoing product education and training with the Customer Education Team.
- Work with the Director of Customer Engagement on customer engagement projects and programs.
- Promote resources, programs, and surveys that encourage customer engagement.
- Visit accounts as needed to discuss goals, create success plans, co-present, and deliver training using Insight reports, Tableau expertise, and operational knowledge.
- Forecast volumes for the assigned book of business on a rolling 12-month basis.
- Expand product adoption across other segments within customer accounts.
- Set and manage partner expectations.
- Work with the Partnership team on existing and future partner relationships.
- Prioritize and respond to incoming customer inquiries.
- Provide customers with proactive and responsive guidance and resources.
- Help team members with day-to-day questions.
- Maintain detailed knowledge of Meazure Learning services, including OLP, test delivery, and testing centers.
- Support timelines and adherence for multi-service client programs.
- Define client solutions, customer experiences, desired future states, and value propositions.
- Monitor and improve churn rates and customer satisfaction scores.
- Plan and lead regular communications, risk assessments, and lessons-learned sessions.
- Develop and oversee mitigation plans that turn risks into opportunities.
Zahteve
- Around 5–7 years of experience in a customer service role.
- Strong written and verbal communication skills.
- Technical aptitude and proficiency with web applications, Google applications, and Microsoft Office.
- Excellent relationship-building and rapport-building skills.
- Ability to multitask, set priorities, and balance time across clients, partner relationships, and internal initiatives while maintaining close attention to detail.
- Ability to identify situations that require escalation, immediate attention without escalation, or later follow-up.
- Strong execution focus and ability to develop solutions and strategies that accelerate growth.
- Executive-level interpersonal and problem-solving skills.
- Ability to influence others and build credibility quickly.
- Ability to anticipate, interpret, and respond to market changes by adjusting strategies and priorities.
- Ability to oversee multiple accounts simultaneously.
- Professional conduct that reflects Meazure Learning’s brand and service standards.
- Patient and respectful approach to people and processes.
- Sensitivity and empathy when appropriate.
- Logical, systematic approach to troubleshooting.
- Willingness to travel at least 20% to visit accounts.
Ugodnosti
- Competitive salary.
- 401(k) plan with company matching and immediate vesting: 100% match on the first 3% and 50% on the next 2%.
- BCBS health, dental, and vision insurance, with employer funding for employees and dependents.
- Flexible time off.
- Professional development.
- Remote- and hybrid-first organization.
- Positive working environment with an exceptional team.