Responsibilities
- own the full life-cycle of your assigned accounts, driving retention and ensuring customer success.
- be accountable each quarter for renewals, Net Revenue Retention (NRR), and upsell quota, working closely across teams to expand existing relationships, mitigate churn, and unlock new revenue opportunities.
- Foster strong relationships with clients and stakeholders as the primary point of contact, at both the school and state system level.
- Partner with the client's core team to identify and prioritize their key needs and objectives.
- Provide strategic consulting for full-cycle student engagement, including personalized communication, targeted outreach campaigns, lead generation, and application management.
- Act as the point of contact for the System Office.
- Oversee the implementation and management of the client’s contract across all participating schools to ensure positive customer satisfaction and adoption of Element451.
- Lead the day-to-day execution of client projects in collaboration with the project team (Customer Success Managers and Engagement Strategists).
- Monitor project activities, resourcing, and timelines to achieve successful conclusions.
- Develop and manage project plans in collaboration with the client's team.
- Ensure adherence to KPIs such as on-time delivery, NPS scores, and product usage.
- Conduct discovery sessions with clients and use the information for the implementation, setup, and configuration of the Element451 platform, including building student journeys, communication workflows, AI tools, and system integrations.
- Document current processes and map best practices for the desired future state, aligned with industry standards and regulatory requirements.
- Continuously optimize and make recommendations to improve the student journey, communication plans, and enrollment processes within the platform.
- Conduct assessments of the institution's current recruitment and enrollment business processes, identifying areas for improvement and adoption of best practices
- Provide regular updates, progress reports, and presentations to stakeholders on the project's status and outcomes.
- Collaborate with the Customer Success Manager and Engagement Strategist.
- Work closely with internal teams, including sales, product development, and customer support, to ensure seamless service delivery.
- Maintain an updated resource schedule and provide regular reports and updates to leadership.
- Development of Managed Services documentation, processes, and playbooks to include but not limited to Discovery and Requirements Gathering sessions, Current State Analysis, Client audits and Benchmarks, Future State Process Design frameworks.
Requirements
- A team player with a minimum of 7 years in a customer-facing role, ideally in SaaS environments.
- Proven track record of success in managing and growing high-value, strategic accounts.
- Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
- Excellent communication, relationship management, and presentation skills.
- Strategic thinking and ability to develop and execute winning customer success plans.
- Passion for building trust and exceeding customer expectations.
- Bachelor’s degree required
Nice to Have
- Experience with customer success methodologies and tools (e.g., Salesforce, Gainsight)
