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Client Success Manager - Mid Market

WHAT WE NEED

We are seeking a Client Success Manager (CSM) to join our quickly growing Client Success Team in Boston, Scranton or remote. This is a great opportunity to join our rapidly scaling team, position yourself for career growth and to find meaning in your work with a company focused on profit for a purpose. Penn Foster provides Education as a Solution (EaaS) to help companies meet the ever more demanding needs of their markets and empower employees to achieve and grow in their work. We need a driven, thoughtful and hands on Client Success Manager to help our clients meet their goals, so in turn their employees and Penn Foster can grow.

 

WHO YOU ARE

You are a service-minded account manager, client success manager or strategic account manager who creates meaningful relationships with your clients. You have experience with delivering solution-based products in a complex B2B environment. You can balance the health and success of your client with the need to meet business objectives and goals. You’re open to the adventure a rapidly growing company and team brings and are ready to take on whatever comes your way as the company grows.

WHAT YOU'LL BE DOING

In this role you will manage a book of clients, providing the highest levels of client guidance and optimizing the Penn Foster experience for your book of accounts. You will be the primary driver of the relationship with our clients and act as the main day-to-day contact for your book of accounts as well as serve as the client’s number one advocate. You will become an expert in multiple industries to help your client achieve their goals and look for opportunities to grow the business with new product solutions.  

  • Work closely with our clients to understand how they define value and align your engagement with them to drive that value. (Example: Graduates, Cost-per-Start, or Employee Retention)
  • Work cross-functionally with sales, marketing, education, product, etc. to drive client initiatives within the organization. (Example: You will be the product solution expert to assist sales in closing new business, you will help marketing refine survey messaging to gather better data, or work with product to develop a new solution to meet your client’s needs)
  • Be the primary driver of presenting new initiatives and suggesting new products to add value to our clients and partnering with our Sales Team to formally add these products to client contracts.
  • Perform account plans and quarterly business reviews with your book of business, either in person or digitally, to maintain client health
  • Success in this role is measured by maintaining and improving client health, achieving client value goals and hitting bookings goals in partnership with sales. To achieve these bookings goals, you will be responsible for contract renewals, monthly client bookings, and identifying new products for sales to pursue

JOB REQUIREMENTS

  • An account management, client success, or strategic account management background (2-4 years) with experience managing retention, client health, bookings and contract renewals for B2B clients. A SaaS, edTech or opportunity youth background is a plus
  • Managed multiple clients with annual contract values (ACV) of $100K+ with a portfolio greater than $2M+ in ACV
  • An ability to network within an organization, uncovering new opportunities and strengthen Penn Foster’s relationships at all levels
  • Propensity to learn new industries quickly, problem solve across multiple stakeholders—both intern and external—and drive outcomes for Penn Foster and the Client alike
  • Team minded with the ability operate in a team based environment spread across multiple US locations
  • Ability to travel up to 50% of the time, when needed, to visit clients across the United States. A valid drivers license is also required
  • Organized, accustomed to working with a CRM tool (salesforce.com, Dynamics, or SugarCRM) and use to achieving and exceeding performance metrics
  • Most of all, we are looking for someone hungry who is looking to take their career to the next level by being a major contributor to the achievement of our Client Success Team
  • Member of a team sport in college where you competed at an elite level is a plus

 

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