Customer Success Manager

Account Management:

• Establish and nurture strong relationships with key university contacts, maintaining regular communication and follow-ups

• Serve as the primary point of contact for institutional partners, addressing their concerns, providing support, and ensuring a positive customer experience

CRM Dashboard Management

• Utilize CRM dashboards on Monday.com and Hubspot to track progress and communication

• Create detailed project plans, timelines, and milestones for successful implementation

• Define clear objectives and outcomes for each phase of the implementation process

Institutional Communication

• Communicate with institutions via email to facilitate onboarding and provide support

• Conduct needs assessments to understand the specific requirements and expectations of each university

• Identify potential challenges and barriers to successful implementation.

• Build strong relationships with key university stakeholders, including deans, faculty, IT staff, and administrators

Onboarding

• Develop and deliver training programs and workshops to familiarize educators with our learning and assessment products

• Ensure educators can effectively navigate, use, and integrate the software into their teaching methods

• Collaborate with institutional partners to customize the product to meet their specific curriculum and assessment needs

• Provide guidance on optimizing student engagement

• Help institutional partners integrate assessment tools and quizzes from review products into their courses

• Equip educators to effectively track and analyze student performance and product usage

• Host kick-off calls for students from institutional partners, providing information and support to ensure a smooth start

Customized Curriculum Planning

• Collaborate with institutional partners to understand their specific curriculum and integration needs

• Offer tailored solutions and customization options to meet the unique requirements of each institution

• Work closely with educators to align our products with the university's curriculum and learning objectives

• Provide recommendations for content integration and sequencing

Go-Live and Problem Resolution

• Plan and coordinate official go-live dates with institutional partners

• Provide support and troubleshooting during the go-live phase

• Coordinate with the institutional partner's IT department to ensure proper technical setup and integration of software products

• Resolve any technical issues or compatibility challenges

Quality Assurance

• Conduct post-implementation reviews to ensure the products are meeting the university's expectations and goals, addressing any issues or concerns promptly

• Collect and summarize product feedback from educators and students

• Share feedback internally and collaborate on improvements and enhancements

Reporting and Documentation

• Provide regular progress reports to institutional partner stakeholders and management

• Highlight key achievements, milestones, and areas for improvement

• Maintain detailed records of all implementation activities, including training sessions, customization requests, and technical configurations

Collaboration and Teamwork

• Collaborate with the sales, product, and customer success teams to ensure a seamless transition and ongoing support

• Share best practices and lessons learned from each implementation to enhance future processes

• Stay updated on industry trends and software advancements to continuously improve the implementation process and product offering

Product Knowledge

• Maintain an in-depth knowledge of all company products, including content, features, and competitive advantages

• Address technical and educational questions from prospective partners with subject matter expertise

Qualifications You'll Need to Succeed

• Proven B2B customer success or account management skills

• Excellent communication skills, including written, interpersonal, and presentation skills

• Strong technical skills, with the ability to manage both synchronous and asynchronous remote work

• Ability to efficiently manage projects, balancing action with attention to detail

• A bachelor's degree in health care, education, or a related field (or equivalent work experience)

• Alignment with our mission to make health care education affordable and accessible

Additional Skills That Will Set You Apart

• Experience in medical education program leadership, curriculum or instructional design, faculty development and/or medical education research

• Experience in sales or account management in higher education or ed tech markets

• Experience with clinical education or work in a clinical setting

• Deep understanding of the educational ecosystem of institutions

• Graduate-level education in health care, education, or a related field

Our Benefits

• Competitive compensation: base salary of $65,000-$85,000, plus up to $30,000 in annual incentive compensation

• Flexible paid time off

• A variety of medical, dental, and vision insurance plans available

• HSA contribution of $90/month

• Company-paid short-term and long-term disability coverage

• 2X earnings basic life and AD&D insurance coverage

• 401k with company match