Client Success Manager 1 - Examsoft

Company: Turnitin
Location: San Diego
Posted on: May 15, 2022

Job Description:

Company Description When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For more than 20 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 16,000 academic institutions, publishers, and corporations use our services: Gradescope by Turnitin, iThenticate, Turnitin Feedback Studio, Turnitin Originality, Turnitin Similarity, ExamSoft, and ProctorExam.Turnitin has offices in Australia, India, Indonesia, Japan, Korea, Mexico, the Netherlands, the Philippines, Ukraine, the United Kingdom, and the United States. Our diverse community of colleagues are all unified by a shared desire to make a difference in education. Come join us, and let's make change together. Job DescriptionJob OverviewExamSoft is seeking a high-energy and personable Client Success Manager tomanage, retain, and grow existing client relations. This person will report to theManager of Client Success. The Client Success Manager will be proficient in providingexemplary customer service and driving customer growth.ExamSoft offers a market-leading assessment-management solution that supports theentire testing process, including exam creation, administration, delivery, scoring, andanalysis. The software delivers powerful, actionable data to assess learning outcomes.ExamSoft is a growing company that hires smart and talented people who are excitedabout their personal growth and development in a fun and challenging workenvironment. They are excited about the positive impact they have on education andthe opportunity to change the way people learn.Responsibilities and DutiesOwn all aspects of the customer relationship, acting as both a trusted partner and a liaison within Examsoft to ensure their needs are metDevelop and manage strategic client relationships in order to boost satisfaction, increase adoption, ensure retention, create engaged customers, and facilitate organic growthEstablish a strategic/trusted advisor relationship with the client through productexpertise, customer service, and consultative skills, to drive continued value ofExamSoft products and servicesOwn the client renewal process and outcome, discuss contract terms with clients and keep track of timelinesAttain account growth goals, matching additional products or services with appropriate clients, educating clients on all offered products and services Keep accurate records of all client information and communication in CRM systemParticipate in team campaigns, following up with targeted clients to reach goalsCreate individual campaigns, targeting clients based off specific metrics tracked in the CRM systemFacilitate and drive communication between all internal stakeholders, and document client requests appropriatelyKeep ahead of industry developments and apply best practices to areas of improvementRepresent the Company and team at industry conferences, meet with clients and prospective customers in person to discuss the Company and products, gather feedback and communicate feedback internallyGenerate referral leads through client networks and relationship building activitiesCreate and deliver basic product education webinars to clients and present ExamSoft content at annual conferencesOutline client goals, follow up with goal check-in calls, track client success, assist in goal attainment, and complete account reviewsTrack client database usage to monitor product usage and tailor proactive customer outreachTravel as needed for onsite client visits to provide account reviews, observe client processes and build customer rapport QualificationsBachelor's degree (or higher) or equivalent work experience1-4 years of previous experience in client success, account management, or sales,ideally in a B2B environment. Preference given to software and educational experience.Demonstrated ability to manage 85+ accounts successfullyKnowledge of client success practices, and commitment to excellent internal and external client successAdaptable to rapidly changing processes or environmentsWorking knowledge of Windows and Mac OSProficient in Microsoft Office Suite, with focus on Excel and PowerPointProficient in a CRM tool (SalesForce preferred)Strong technical aptitude and ability to learn software programs quicklyExcellent communication and presentation skillsAbility to travel up to 10% of time Additional InformationOur Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.Our Values underpin everything we do.Customer Centric We realize our mission to ensure integrity and improve learning outcomes by putting educators and learners at the center of everything we do.Passion for Learning We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.Integrity We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.Action & Ownership Wehave a bias toward action and empower teammates to make decisions.One Team We strive to break down silos, collaborate effectively, and celebrate each other's successes.Global Mindset We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.Seeing Beyond the Job AdAt Turnitin, we recognize it's unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you're willing to learn and evolve alongside us, join our team!Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment. We strongly encourage applications from people of color, persons with disabilities, women, and the LGBTQ+ community, regardless of age, gender, religion, marital or veterans status.

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