Description

VitalSource®, is hiring a Senior Customer Success Manager to contribute to our Customer Operations team located remotely within the United States.

We are looking to add a Senior Customer Success Manager to our team here at VitalSource! In this role, you will be part of the customer success team that is the face of VitalSource to our customers. You will be responsible for customer revenue retention and growth by understanding customers' goals and objectives and ensuring customers realize value. In this role, you will manage key and/or strategic accounts with a heavy focus on delivering financial results and long-range project deliverables.

VitalSource is a mission-driven company delivering affordable, impactful learning to anyone, anywhere.

Key Responsibilities:

Develop/maintain C-level relationships (dean, provost, VP, etc.) between VitalSource and customers.
Develop/maintain effective customer leverage points.
Understand stakeholder needs, goals, & agendas
Advocate for customers' business cases internally during strategic roadmap planning.
Communicate and advocate customer needs to internal stakeholders.
Drive saturation & growth, with emphasis on strategic accounts with high opportunity value.
Create customer-facing and cross-functional project plans and hold regular project meetings to ensure successful implementation.
Document all projects and customer communications in Salesforce.
Document customer-specific business knowledge-custom user experience, content procurement process, content distribution process, escalations, support, specialty ops processes.
Solution selling/creative solutioning of complex customer business and/or technology problems
Monitor tasks handed off to CS Enablement, Integrations, Inventory, and Operations teams to ensure timely and comprehensive customer satisfaction.

Required Qualifications:

6 years' customer success or account management experience
Experience utilizing BI tools (e.g. Qlik, Looker, Metabase, etc.)
CRM expertise (e.g. Salesforce)
Microsoft Office expertise
Travel Requirement: 25%

Preferred Skills:

Selling & Negotiating Skills: Experience managing a set of key and/or strategic customers, and working closely with Sales to develop growth plans that deliver value for the customer and drive additional revenue. Effectively forecasts and communicates at-risk customers.
- Desired: Experience establishing relationships with C-level executives. Ability to understand a customer's organizational landscape as well as how to add value from expanded technology adoption. Consultative selling experience.
Domain and Product Knowledge: Leverages domain knowledge to conduct strategic planning sessions that inspire customers to expand. Leverages customer success stories to inspire customers to expand usage. Understands technology well enough to demonstrate standard functionality and discuss features or issues with clients.
- Desired: SaaS or B2B customer success experience working with technical implementations.
Communication Skills: Outstanding presentation, written, and verbal communication skills. Drives meeting agendas to desired outcomes and establishes credibility through engaging dialog.
- Desired: Regularly presents to senior leadership and/or teams. Effectively communicates with C-level executives.
Organizational/Project Management Skills: Develops long-term plans and effectively prioritizes activities and requests to maintain high degree of confidence with customers. Frequently manages commitments across a team of internal resources. Knows how and when to leverage other experts to manage customer needs/requests. Customer communications and follow-ups from meetings are results oriented.
- Desired: Provides proactive updates on forecast, customer status, and escalations.
Diagnostic/Problem Solving Skills: Experience conducting regular account reviews. Gathers customer issues from across organization and effectively leverages other individuals/teams to resolve issues. Skilled at complex escalation handling. Understands how to ask clarifying questions to determine the correct source and impact of issues. Assesses risk, escalates internally as needed to secure resolution. Finds creative solutions to solve complex problems with appropriate perspective.
- Desired: Effectively dispositions/prioritizes roadmap requests, product bugs, and process enhancements based upon impact and customer satisfaction.

Salary Range: $70,000 to $95,000

What We Offer:

Culture: Collaborative, Inclusive, and Mission-driven
More in your pocket: Competitive base salary and a strong variable component
We take care of all aspects of our people: Generous, well-rounded benefits such as Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance
Retirement: 401K match up to 5%
We support our families: 12 weeks of paid parental leave
Continued education: Use our tuition reimbursement program
The Importance of Balance: start at 4 weeks' vacation, 12 sick days, 11 company holidays, and 3 personal days
Flexibility: flexible work schedules and remote capabilities (by team) - feel free to skip the commute and hit your deadlines from home
Wellness: lots of opportunities for fitness challenges and rewards

Who We Are:

VitalSource is the leading education technology solutions provider committed to helping partners create, deliver, and distribute affordable, accessible, and impactful learning experiences worldwide. As a recognized innovator in the digital course materials market, VitalSource is best known for partnering with more than 1,000 publishers and resellers to deliver extraordinary learning experiences to millions of active users globally-and today we're also powering new, cutting-edge technologies designed to optimize teaching and learning for maximum results. Learn more at https://vitalsource.com and follow us on Twitter, LinkedIn, and Instagram.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.

EEO/AA Employer/Vet/Disabled
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Senior Customer Success Manager