Associate Customer Success, K12

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome software.

And that's where you come in:

We are looking for an experienced Customer Success Manager to work with our K-12 customers. This is a position for a highly motivated, professional, and organized individual that is a true team player. Our rapid growth requires an individual who can manage priorities and reach assigned territory goals in an ever changing environment. 

The Customer Success Manager will participate in efforts to retain the account, help grow the account, and increase the market presence of Instructure. This position will focus specifically on supporting our customers who have implemented Parchment and provide exceptional customer service to maintain strong relationships. 

What you will be doing:

• Manage renewals and capture leads to help grow the account and meet business quota
• Travel to meet customers onsite as well as participate in conferences.  Travel is about 30% to 40%.
• Act as liaison between customer and Instructure
• Cultivate an exceptional member experience by exceeding your member’s expectations. This is achieved through conducting calls, emails, virtual meetings and webinars
• Craft appropriate member strategies to build a deep rolodex of relationships at all levels in your member’s organization and across Parchment’s functions that you can leverage to achieve goals
• Be an effective communicator through conducting dynamic and well-informed presentations; to include key results and deliver difficult messages to members.
• Demonstrate a mastery of Parchment’s products and services, their capabilities and how they solve member business problems.
• Manage all renewal and expansion opportunities for 100 -500 accounts. To include:
• Timely renewal of existing members
• Expanding the value of existing members through price increases, expansions, and lead generation
• Effectively working cross-functionally with fellow Parchies
• Representing Parchment products and services accurately to members
• Quoting, negotiating, and closing contracts
• Accurate forecasting
• Developing and executing strategic customer engagement plans
• Meeting quantitative revenue goals (renewals and expansions) and customer satisfaction goals

Here’s what you will need to know/have:

• Requires a Bachelor's Degree with a minimum of 1-2+ years of related experience
• Capacity to set correct expectations and manage issues/goals to completion.
• Adaptability and the ability to prioritize tasks in a changing environment.
• Passion for the education industry
• Excellent written and verbal communication skills
• Presentation and public speaking ability
• Computer proficiency with MS Office, Salesforce
• Successful management of 100-500 member accounts concurrently with a book of business between $500,000 and $2M
• Consistent attainment of 90% of quarterly/annual goals or greater.

Bonus points if you also have:

• Previous start-up and/or SaaS business model experience
• Project management experience
• MBA
• Experience managing or selling into accounts within the education industry
• Demonstrated successful Sales or Account Executive performance of at least 2 years.
• Management consulting or strategic account management of 1-2 years

Get in on all the awesome at Instructure.

• Competitive salary and 401k.
• Medical, dental, disability, and life insurance.
• HSA program, vision, voluntary life, and AD&D.
• Tuition reimbursement.
• Paid time off, 11 paid holidays, and flexible work schedules.
• LifeStyle Spending Account

We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better and our business is stronger.

All Instructure employees are required to successfully pass a background check upon being hired.