Customer Success Manager

Meridian Knowledge Solutions, LLC, is the leading provider of enterprise, web-based learning management software. Meridian’s powerful yet easy-to-use solutions are leveraged by organizations dedicated to building world-class learning enterprises inspired and focused on delivering exceptional results. Meridian’s software is being used by some of the world’s largest, most successful organizations, including Fortune 500 companies and government agencies. The company is headquartered in Arlington, VA. For additional information about Meridian Knowledge Solutions, visit www.meridianks.com.

Meridian is seeking a Customer Success Manager – Federal Accounts to join our team. The Customer Success Manager for our federal accounts will have an active U.S. Government Top Secret/SCI Security Clearance. The CSM will serve as both the internal and external quarterback for assigned federal customers and is responsible for their success through the management of program deliveries and customer relationships. The CSM will be front and center supporting their customers learning journey and empowering them to achieve the most of their LMS.

As the Customer Success Manager of Federal Accounts, you will cultivate exceptional experiences and sustained value for clients by acting as their trusted advisor and advocate from point of sale through renewal. You will proactively interact with the clients in your portfolio and provide consultative recommendations for new products, upsells and upgrades to their LMS software. This position requires you to be on-site at one of our most valued federal customers 2 to 3 days a week in Chantilly, VA. While on-site you will build a strong trusted rapport with the Meridian team as well as the Customer Executive Team by ensuring Meridian is fulfilling our contract obligations of providing quality planning and delivery of services. You will be Meridian’s eyes and ears on the ground to ensure our customer is engaged and sees the value add of the LMS.

Primary Responsibilities:

• Proactively manage the success of a portfolio of assigned federal clients to deliver consistent value across the entire client lifecycle
• Understand the intricacies of the client’s business objectives and how the client can utilize Meridian’s offerings to achieve those objectives
• Identify new opportunities for existing clients and manage new opportunity lifecycle
• Achieve sales targets and generate sales revenue by servicing clients within portfolio
• Develop an annual Client-specific service strategy for clients within portfolio
• Understand how each client department – learning & training, IT, business sponsors – measure success and ensure alignment and delivery on those objectives
• Advise customers on best practices for designing, implementing, and scaling their learning programs to align with the client’s larger business objectives
• Manage the transition from pre-sales to implementation of new customers; accurately ascertain customer goals and translate them into an implementation plan that will provide initial value in a timely fashion
• Coordinate and deliver basic and advanced training sessions to ensure confidence with the platform and cultivate customer accountability
• Review renewal notices to ensure that any proposals that are presented to the client are the result of a thoughtful collaboration that will result in continued, retained business for the company
• Resolve customer issues, alone and through collaboration with other internal teams; approach all situations with curiosity and creativity
• Build strong customer relationships by maintaining high levels of engagement and communication; conduct routine account performance planning and business reviews
• Cultivate relationships with Executive Sponsors to drive successful and ongoing partnerships
• Drive customer advocacy in the form of references, referrals, upsells, cross-sells and case studies
• Perform data-driven reviews and analysis on customer portfolio to prioritize opportunity and risk, reliably renew and expand customer contracts, meeting and exceeding personal and team quotas
• Actively participate in the evolution of Meridian's own customer experience by using the insights you gain from working with a multitude of clients to drive cross departmental improvement in implementation delivery, upgrades, QA, support, sales, and product development
• Contribute towards the development of a strong team environment by upholding high work standards
• Go the extra mile to ensure our customers are successful

Minimum Qualifications:

• Top Secret/SCI with full scope Poly Security Clearance
• 10 years of experience in a customer-facing role for an enterprise software company, preferably with account management responsibilities and existing customer sales responsibilities
• Experience working with Federal government clients/Public Sector
• Bachelor's Degree
• Collaboration Skills
• Communication Proficiency
• Discretion
• Ethical Conduct
• Organizational Skills
• Personal Effectiveness/Credibility
• Presentation Skills
• Technical Capacity
• Thoroughness
• Time Management
• Problem Solving/Analysis
• Customer/Client Focus
• Decision Making

This job description is not intended to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts Meridian’s right to assign or reassign duties and responsibilities at any time.

Meridian Knowledge Solutions is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.

The compensation for this position is $170,000 to $185,000 per year depending on experience and qualifications. This position is eligible for a benefits package including medical, dental, vision, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, 7 paid holidays and flexible paid time off.