About the role
At Meazure Learning, we support universities and credentialing exams around the globe by providing secure, reliable online proctoring services for students taking exams remotely. This means that when test takers take an exam from virtually anywhere, we're the ones who make sure everything runs smoothly.
As a Customer Success Manager, you'll be at the heart of building strong, long-lasting relationships with our clients. You'll provide top-tier, "white glove" service to ensure their success with Meazure Learning. Your focus will be on creating a seamless experience for our clients, helping them get the most out of our services, and making sure they reach their goals.
This isn't just about managing accounts; it's about connecting with clients, understanding their needs, and offering support that leads to real, meaningful success. Whether it's guiding them through the process, resolving challenges, or celebrating their wins, your dedication will help ensure they thrive with Meazure Learning.
Join us and you'll:
Be part of a dedicated team focused on ensuring our clients' long-term success and satisfaction.
Work closely with clients, building meaningful relationships and helping them achieve their goals with Meazure Learning.
Have a direct impact on the customer experience, ensuring they feel supported, valued, and confident in their partnership with us.
The Role:
The Customer Success Manager has primary responsibility for long-term success and retention of current partnerships by providing "white glove" customer service to Meazure Learning's clients. To accomplish this, the Customer Success Manager will develop engaging relationships to optimize the customer experience and help them achieve successful outcomes with Meazure Learning.
The Responsibilities:
Drive customer success as the first point of contact for customers in named accounts.
Serve as the primary liaison in sustaining exam volume within current partner accounts.
Protect business with current partners to ensure they won't be tempted to use a competitor.
Manage anywhere between 10-50 small-market accounts and a typical portfolio between $1M-$2M in annual revenue.
Represent Meazure Learning at meetings with accounts.
Build relationships with key influencers within each assigned partner to increase overall satisfaction as measured on a routine basis.
Provide ongoing education and training on Meazure Learning products in conjunction with Customer Education Team.
Partner with Director, Customer Engagement on projects / programs; providing feedback and ideas for customer engagement.
Drive customer engagement by promoting resources/programs/surveys etc.
Communicate with accounts as needed to discuss goals, develop a success plan, co-present and conduct training using Insight reports, Tableau expertise, and operational understanding of the client.
Forecast volumes for the assigned book of business for a rolling twelve-month basis.
Drive adoption across other segments within the account.
Set and manage partner expectations.
Regularly collaborate with the Partnership team to discuss and strategize and provide updates on relationships with current and future partners.
Prioritize and respond to inbound customer inquiries.
Connect with customers to offer insight and provide additional resources, as needed (both proactive and reactive).
Assist team members with day-to-day questions and connect with them in the event the manager is tied up in other meeting.
Have extensive knowledge of all the services Meazure provides – Online Proctoring (OLP), Test delivery, Testing centers, etc.
Assist with program timeline created and adherence for multi-service clients.
Define possible client solutions and customer experiences and help clients envision future states and value propositions.
Track and improve on churn rate and satisfaction scores in assigned accounts.
Develop, conduct, and plan regular communication, risk assessments and lessons learned sessions of ongoing account and develop and oversee mitigation measures to turn risks into opportunities.
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