Associate Customer Success Manager

Job Description

Reporting to the APAC Director, the role of the Associate Customer Success Manager, APAC will focus on proactively consulting with Parchment’s (now part of Instructure) customers in achieving their goals and realising value from Parchment’s solutions. Instructure has a strong regional position established with an existing customer-base and market presence (My eQuals in ANZ; and Parchment Digitary Services in Asia). This role will be focused on working with institutions and customers of a non-enterprise size in ANZ; and with a developing customer base in Asia, including Japan where Japanese-language skills will be ideal.
About the Role

Achieve revenue targets and generate new business
Be an advocate for Parchment to help improve solution adoption and overall value
Educate customers on how solutions and services can be effectively utilised, best practices implemented and deriving value for all stakeholders utilising the solution
Continuously maintain a deep understanding of our product solutions to be a subject matter expert for our customers, including demonstrations and presentations
Update customers on new and existing features and/or changes to services, key results and deliver difficult messages when needed through effective communication
Develop customer account plans to enhance satisfaction and mitigate attrition risk
Cultivate an exceptional customer experience with ongoing and regular engagement, calls, emails, webinars, on-site and regional events
Be a voice of the customer, providing Parchment with continuous customer feedback and insights, helping to remove friction points and managing overall
Work with customers, marketing and other stakeholders in developing effective case studies, onboarding resources, insight reports, publications and other artefacts
Facilitate consultation and workshop sessions, including webinars, user-groups and coordination with technical experts as needed
Analyse and develop regular reports and insights, to enable identification of target customers for tailoring plans and initiatives that drives solution adoption
Manage renewals of assigned accounts; and perform cross-sell and up-sell opportunities
Retain and grow the lifetime value of customers
Meet quantitative revenue goals (renewals and expansions) and customer satisfaction goals
Identify strategic and business growth opportunities
Build brand awareness and loyalty in customers and defend against competition
Help facilitate customer onboarding with Professional Services and internal stakeholders to drive successful onboarding and transition to post go-live as the account lead
Identify strategic and business growth opportunities
Achieve targets associated with lead generation, bookings and gross revenue retention

About You

Bachelor’s Degree (or equivalent experience)
2+ years experience servicing SaaS or similar technology solutions
2+ years experience in customer facing roles
1+ years experience servicing into the education sector;
Fluent in English (written and verbal) and preferably good Japanese (written and verbal)
Proven experience working in similar roles or aligned tasks
Proven experience in managing customers with demonstrated successful outcomes
Highly motivated, energetic and customer-focused approach/mentality with exceptional communication and interpersonal skills
Excel at building and leveraging strong business relationships
Worked in a SaaS based organisation or have serviced SaaS solutions for customers
Worked in/with higher education and vocational education institutions is preferred
Proficiency in data analysis and an ability to understand its impact on the customer journey and insights that are actionable
Strong stakeholder management, both internal and external
High degree of attention to detail
Excellent communication and presentation skills, both written and verbal
Knowledge and experience using Salesforce is highly favourable
Proven sense of urgency in completing tasks and meeting deliverables