Customer Success Manager
Meazure Learning · United States · 2 wk ago
RemoteRemoteOTHRFull-time
We need to output HTML fragment with sections: About the role? The posting includes intro about company vision, values, then "The Role:" description. We need to use for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include only sections with real specific content.
We have content: Intro about company vision, values, maybe "About the role" could be the paragraph after "The Role:"? Actually "The Role:" is a heading but we should not repeat job title as heading. We can treat "About the role" as a section containing the description of the role (the paragraph after "The Role:").
Then we have "The Responsibilities:" list. So we need
for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include only sections with real specific content.
We have content: Intro about company vision, values, maybe "About the role" could be the paragraph after "The Role:"? Actually "The Role:" is a heading but we should not repeat job title as heading. We can treat "About the role" as a section containing the description of the role (the paragraph after "The Role:").
Then we have "The Responsibilities:" list. So we need Responsibilities
with - items.
Then "The Desired Attributes:" which could be Requirements/Qualifications/Skills. We need to decide which sections to use. The posting includes desired attributes: experience, communication skills, technical aptitude, relationship building, multitasking, etc. Could map to Requirements (experience), Skills (communication, technical aptitude, relationship building, etc.), Qualifications maybe overlapping. We should avoid thin sections; maybe combine into Requirements and Skills. But we need to follow instruction: Use headings only when posting has real specific content for it. We can create sections: Responsibilities, Requirements, Skills, Benefits. Possibly also About the role.
We have Benefits listed: Competitive Salary, Exceptional Benefits: 401(k) plan..., BCBS Health..., Generous flexible time off..., Professional development, Remote and hybrid first organization, Great working environment...
We need to output Benefits section with
- .
Pay and Schedule: Not explicitly stated; there is "Competitive Salary" but that's under Benefits. No explicit pay numbers or schedule. So we should not create Pay or Schedule sections because they'd be filler.
We also need to include minor metadata like Job ID? Not present.
We must remove boilerplate: EEO statement, etc. Remove that.
We must preserve all substantive information; do not invent or summarize away detail. So we need to keep all bullet points from responsibilities and desired attributes and benefits.
We need to format as HTML fragment only, no /, no markdown fences.
Let's extract responsibilities list exactly as given:
- Drive customer success as the first point of contact for customers in named accounts.
- Serve as the primary liaison in sustaining exam volume within current partner accounts.
- Manage anywhere between 15-25 mid-market and enterprise accounts and a typical portfolio between $2-4M in annual revenue.
- Partner with Product for product and feature roll out- gain beta and pilot partners and assist with client adoption.
- Represent Meazure Learning at conferences and meetings with accounts.
- Build relationships with key influencers within each assigned partner to increase overall satisfaction as measured on a routine basis.
- Provide ongoing education and training on Meazure Learning products in conjunction with Customer Education Team.
- Partner with the Director of Customer Success on projects / programs; providing feedback and ideas for customer engagement.
- Drive customer engagement by promoting resources/programs/surveys etc.
- Visit accounts as needed to discuss goals, develop a success plan, co-present and conduct training using Insight reports, PowerBI expertise, and operational understanding of the client.
- Forecast volumes for the assigned book of business for a rolling twelve-month basis.
- Drive adoption across other segments within the account.
- Set and manage partner expectations.
- Regularly collaborate with the Partnership team to discuss and strategize and provide updates on relationships with current and future partners.
- Prioritize and respond to inbound customer inquiries.
- Connect with customers to offer insight and provide additional resources, as needed (both proactive and reactive).
- Assist team members with day-to-day questions and connect with them in the event the manager is tied up in other meeting.
- Have extensive knowledge of all the services Meazure provides – OLP, Test delivery, Testing centers, etc.
- Assist with program timeline created and adherence for multi-service clients.
- Define possible client solutions and customer experiences and help clients envision future states and value propositions.
- Track and improve on churn rate and satisfaction scores in assigned accounts.
- Develop, conduct, and plan regular communication, risk assessments and lessons learned sessions of ongoing account and develop and oversee mitigation measures to turn risks into opportunities.
Now desired attributes list:
- Approximately 3-5 years’ experience in a customer service role.
- Strong written and verbal communication skills required.
- Technical aptitude with proficiency in web-based applications, Google Applications, and Microsoft Office Suite.
- Outstanding relationship and rapport building abilities.
- The ability to multi-task, prioritize, and balance time across clients, multiple partner relationships and internal initiatives daily while maintaining a profound attention to detail.
- Able to discern the difference between situations that require escalation, those that require immediate attention without escalation, and those that are important but not immediate.
- Strong execution focus and ability to develop solutions and strategies to further accelerate growth.
- Executive level interpersonal and problem-solving skills with the ability to successfully influence and quickly build credibility to maximize organizational growth and profitability.
- Ability to foresee, interpret and rapidly respond to market changes by adjusting strategies and realigning priorities accordingly.
- Ability to oversee multiple accounts at a time.
- Professional character that represents Meazure Learning’s brand and service standards well.
- Patient with and respectful of people and processes.
- Tries to understand the people and the data before making judgments and acting.
- Expresses sensitivity and empathy whenappropriate.
- Skilled at troubleshooting with a logical, systematic approach.
- Willing to travel at least 20% to visit accounts.
We need to split into Requirements and Skills perhaps. Requirements could be experience (3-5 years). Skills could be communication, technical aptitude, relationship building, multitasking, etc. But we could also have Qualifications for experience and education? Not given. We'll create Requirements for experience and maybe "Ability to oversee multiple accounts at a time" etc. But to avoid thin sections, maybe combine into one "Requirements" covering experience and core competencies, and another "Skills" for specific abilities. However we need to ensure we don't create sections with placeholder text. All content is specific.
We could do:
About the role
... (the paragraph after The Role:)
Responsibilities
...
Requirements
... (experience, ability to oversee multiple accounts, professional character, patient, tries to understand, expresses sensitivity, skilled at troubleshooting, willing to travel 20%) maybe.
Skills
... (communication, technical aptitude, relationship building, multitasking, discernment, execution focus, interpersonal/problem-solving, foresight, etc.)
Benefits
...
We must not include Pay or Schedule.
Now we need to extract the "About the role" paragraph: The text after "The Role:" up to before "The Responsibilities:" includes:
"The Customer Success Manager has primary responsibility for long-term success and retention of current partnerships by providing “white glove” customer service to Meazure Learning’s clients. To accomplish this, the Customer Success Manager will develop engaging relationships to optimize the customer experience and help them achieve successful outcomes with Meazure Learning."
That's the description. Also there is earlier intro about company vision, values etc. Should we include that in About the role? The instruction: "Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So About the role likely should contain the role description. The earlier company vision/values could be considered part of About the role? But it's more about company. However we could include it as part of About the role paragraph to preserve all substantive information. The instruction says preserve ALL substantive information; do not invent or summarize away detail. So we should keep the company vision/values paragraph as well. Where to put it? Could be part of About the role as introductory context. That seems fine.
Thus About the role paragraph will include:
"At Meazure Learning, we aim to empower open-minded, inquisitive, and driven people, and we love how each new addition to the team adds to our culture. Here, you can positively impact the careers of millions of test-takers and reshape the education technology landscape by working toward one vision: “To provide life-long learners across the globe the freedom to pursue their academic dreams and career aspirations safely, securely, and conveniently.” Our Vision starts with our values—Hungry, Humble and Smart. We seek team members who are driven to achieve results while bringing these values to life with how they lead and work. Team members who think of the organization and team first without ego or agenda. Leaders who instinctively collaborate and operate with emotional intelligence. This is the foundation of success for all employees at Meazure Learning. The Customer Success Manager has primary responsibility for long-term success and retention of current partnerships by providing “white glove” customer service to Meazure Learning’s clients. To accomplish this, the Customer Success Manager will develop engaging relationships to optimize the customer experience and help them achieve successful outcomes with Meazure Learning."
We need to ensure we don't repeat the job title as a heading; we are not.
Now we need to strip boilerplate: The EEO statement at end must be removed. Also "Learn more at www.meazurelearning.com" maybe considered boilerplate? It's a link but could be considered minor metadata; we can drop it. Also "Meazure Learning is an Equal Opportunity Employer..." remove.
Now produce HTML.
Let's craft.
We'll need to escape any special characters like & etc. Not needed.
We'll produce:
About the role
At Meazure Learning, we aim to empower open-minded, inquisitive, and driven people, and we love how each new addition to the team adds to our culture. Here, you can positively impact the careers of millions of test-takers and reshape the education technology landscape by working toward one vision: “To provide life-long learners across the globe the freedom to pursue their academic dreams and career aspirations safely, securely, and conveniently.” Our Vision starts with our values—Hungry, Humble and Smart. We seek team members who are driven to achieve results while bringing these values to life with how they lead and work. Team members who think of the organization and team first without ego or agenda. Leaders who instinctively collaborate and operate with emotional intelligence. This is the foundation of success for all employees at Meazure Learning. The Customer Success Manager has primary responsibility for long-term success and retention of current partnerships by providing “white glove” customer service to Meazure Learning’s clients. To accomplish this, the Customer Success Manager will develop engaging relationships to optimize the customer experience and help them achieve successful outcomes with Meazure Learning.
Responsibilities
- Drive customer success as the first point of contact for customers in named accounts.
- Serve as the primary liaison in sustaining exam volume within current partner accounts.
- Manage anywhere between 15-25 mid-market and enterprise accounts and a typical portfolio between $2-4M in annual revenue.
- Partner with Product for product and feature roll out- gain beta and pilot partners and assist with client adoption.
- Represent Meazure Learning at conferences and meetings with accounts.
- Build relationships with key influencers within each assigned partner to increase overall satisfaction as measured on a routine basis.
- Provide ongoing education and training on Meazure Learning products in conjunction with Customer Education Team.
- Partner with the Director of Customer Success on projects / programs; providing feedback and ideas for customer engagement.
- Drive customer engagement by promoting resources/programs/surveys etc.
- Visit accounts as needed to discuss goals, develop a success plan, co-present and conduct training using Insight reports, PowerBI expertise, and operational understanding of the client.
- Forecast volumes for the assigned book of business for a rolling twelve-month basis.
- Drive adoption across other segments within the account.
- Set and
- .
Pay and Schedule: Not explicitly stated; there is "Competitive Salary" but that's under Benefits. No explicit pay numbers or schedule. So we should not create Pay or Schedule sections because they'd be filler.
We also need to include minor metadata like Job ID? Not present.
We must remove boilerplate: EEO statement, etc. Remove that.
We must preserve all substantive information; do not invent or summarize away detail. So we need to keep all bullet points from responsibilities and desired attributes and benefits.
We need to format as HTML fragment only, no /, no markdown fences.
Let's extract responsibilities list exactly as given:
- Drive customer success as the first point of contact for customers in named accounts.
- Serve as the primary liaison in sustaining exam volume within current partner accounts.
- Manage anywhere between 15-25 mid-market and enterprise accounts and a typical portfolio between $2-4M in annual revenue.
- Partner with Product for product and feature roll out- gain beta and pilot partners and assist with client adoption.
- Represent Meazure Learning at conferences and meetings with accounts.
- Build relationships with key influencers within each assigned partner to increase overall satisfaction as measured on a routine basis.
- Provide ongoing education and training on Meazure Learning products in conjunction with Customer Education Team.
- Partner with the Director of Customer Success on projects / programs; providing feedback and ideas for customer engagement.
- Drive customer engagement by promoting resources/programs/surveys etc.
- Visit accounts as needed to discuss goals, develop a success plan, co-present and conduct training using Insight reports, PowerBI expertise, and operational understanding of the client.
- Forecast volumes for the assigned book of business for a rolling twelve-month basis.
- Drive adoption across other segments within the account.
- Set and manage partner expectations.
- Regularly collaborate with the Partnership team to discuss and strategize and provide updates on relationships with current and future partners.
- Prioritize and respond to inbound customer inquiries.
- Connect with customers to offer insight and provide additional resources, as needed (both proactive and reactive).
- Assist team members with day-to-day questions and connect with them in the event the manager is tied up in other meeting.
- Have extensive knowledge of all the services Meazure provides – OLP, Test delivery, Testing centers, etc.
- Assist with program timeline created and adherence for multi-service clients.
- Define possible client solutions and customer experiences and help clients envision future states and value propositions.
- Track and improve on churn rate and satisfaction scores in assigned accounts.
- Develop, conduct, and plan regular communication, risk assessments and lessons learned sessions of ongoing account and develop and oversee mitigation measures to turn risks into opportunities.
Now desired attributes list:
- Approximately 3-5 years’ experience in a customer service role.
- Strong written and verbal communication skills required.
- Technical aptitude with proficiency in web-based applications, Google Applications, and Microsoft Office Suite.
- Outstanding relationship and rapport building abilities.
- The ability to multi-task, prioritize, and balance time across clients, multiple partner relationships and internal initiatives daily while maintaining a profound attention to detail.
- Able to discern the difference between situations that require escalation, those that require immediate attention without escalation, and those that are important but not immediate.
- Strong execution focus and ability to develop solutions and strategies to further accelerate growth.
- Executive level interpersonal and problem-solving skills with the ability to successfully influence and quickly build credibility to maximize organizational growth and profitability.
- Ability to foresee, interpret and rapidly respond to market changes by adjusting strategies and realigning priorities accordingly.
- Ability to oversee multiple accounts at a time.
- Professional character that represents Meazure Learning’s brand and service standards well.
- Patient with and respectful of people and processes.
- Tries to understand the people and the data before making judgments and acting.
- Expresses sensitivity and empathy whenappropriate.
- Skilled at troubleshooting with a logical, systematic approach.
- Willing to travel at least 20% to visit accounts.
We need to split into Requirements and Skills perhaps. Requirements could be experience (3-5 years). Skills could be communication, technical aptitude, relationship building, multitasking, etc. But we could also have Qualifications for experience and education? Not given. We'll create Requirements for experience and maybe "Ability to oversee multiple accounts at a time" etc. But to avoid thin sections, maybe combine into one "Requirements" covering experience and core competencies, and another "Skills" for specific abilities. However we need to ensure we don't create sections with placeholder text. All content is specific.
We could do:
About the role
... (the paragraph after The Role:)
Responsibilities
- ...
Requirements
- ... (experience, ability to oversee multiple accounts, professional character, patient, tries to understand, expresses sensitivity, skilled at troubleshooting, willing to travel 20%) maybe.
- Drive customer success as the first point of contact for customers in named accounts.
- Serve as the primary liaison in sustaining exam volume within current partner accounts.
- Manage anywhere between 15-25 mid-market and enterprise accounts and a typical portfolio between $2-4M in annual revenue.
- Partner with Product for product and feature roll out- gain beta and pilot partners and assist with client adoption.
- Represent Meazure Learning at conferences and meetings with accounts.
- Build relationships with key influencers within each assigned partner to increase overall satisfaction as measured on a routine basis.
- Provide ongoing education and training on Meazure Learning products in conjunction with Customer Education Team.
- Partner with the Director of Customer Success on projects / programs; providing feedback and ideas for customer engagement.
- Drive customer engagement by promoting resources/programs/surveys etc.
- Visit accounts as needed to discuss goals, develop a success plan, co-present and conduct training using Insight reports, PowerBI expertise, and operational understanding of the client.
- Forecast volumes for the assigned book of business for a rolling twelve-month basis.
- Drive adoption across other segments within the account.
- Set and
Skills
- ... (communication, technical aptitude, relationship building, multitasking, discernment, execution focus, interpersonal/problem-solving, foresight, etc.)
Benefits
- ...
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So About the role likely should contain the role description. The earlier company vision/values could be considered part of About the role? But it's more about company. However we could include it as part of About the role paragraph to preserve all substantive information. The instruction says preserve ALL substantive information; do not invent or summarize away detail. So we should keep the company vision/values paragraph as well. Where to put it? Could be part of About the role as introductory context. That seems fine. Thus About the role paragraph will include: "At Meazure Learning, we aim to empower open-minded, inquisitive, and driven people, and we love how each new addition to the team adds to our culture. Here, you can positively impact the careers of millions of test-takers and reshape the education technology landscape by working toward one vision: “To provide life-long learners across the globe the freedom to pursue their academic dreams and career aspirations safely, securely, and conveniently.” Our Vision starts with our values—Hungry, Humble and Smart. We seek team members who are driven to achieve results while bringing these values to life with how they lead and work. Team members who think of the organization and team first without ego or agenda. Leaders who instinctively collaborate and operate with emotional intelligence. This is the foundation of success for all employees at Meazure Learning. The Customer Success Manager has primary responsibility for long-term success and retention of current partnerships by providing “white glove” customer service to Meazure Learning’s clients. To accomplish this, the Customer Success Manager will develop engaging relationships to optimize the customer experience and help them achieve successful outcomes with Meazure Learning." We need to ensure we don't repeat the job title as a heading; we are not. Now we need to strip boilerplate: The EEO statement at end must be removed. Also "Learn more at www.meazurelearning.com" maybe considered boilerplate? It's a link but could be considered minor metadata; we can drop it. Also "Meazure Learning is an Equal Opportunity Employer..." remove. Now produce HTML. Let's craft. We'll need to escape any special characters like & etc. Not needed. We'll produce:
About the role
At Meazure Learning, we aim to empower open-minded, inquisitive, and driven people, and we love how each new addition to the team adds to our culture. Here, you can positively impact the careers of millions of test-takers and reshape the education technology landscape by working toward one vision: “To provide life-long learners across the globe the freedom to pursue their academic dreams and career aspirations safely, securely, and conveniently.” Our Vision starts with our values—Hungry, Humble and Smart. We seek team members who are driven to achieve results while bringing these values to life with how they lead and work. Team members who think of the organization and team first without ego or agenda. Leaders who instinctively collaborate and operate with emotional intelligence. This is the foundation of success for all employees at Meazure Learning. The Customer Success Manager has primary responsibility for long-term success and retention of current partnerships by providing “white glove” customer service to Meazure Learning’s clients. To accomplish this, the Customer Success Manager will develop engaging relationships to optimize the customer experience and help them achieve successful outcomes with Meazure Learning.
Responsibilities