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Customer Success Manager At Explorance

Location: Chicago, Illinois

Job Description

Located in vibrant Chicago, Explorance is a rapidly growing software company recognized for its unique workplace culture. Currently, we are looking for a Customer Success Manager to join our dynamic team who thrives in a demanding, fast moving environment.


Our Higher Education Customer Success Managers work in a technical and customer service capacity within Explorance and are primarily responsible for providing stellar service and helping clients to troubleshoot and implement our SaaS based learning analytics software. Through a focus on creating an effortless experience, CSMs ensure the satisfaction and success of key contacts on a day-to day basis, thereby creating strong advocates within our client organizations. Successful CSMs are thoughtful communicators with a strong customer orientation and a history of naturally becoming experts in any software they utilize. We use a proactive, resourceful approach to not only answer questions and resolve issues, but to become a trusted advisor and exceed client expectations.

What you will do as our new Customer Success Manager:
  • Maximize client satisfaction and product usage across all Explorance products and services lines for assigned Higher Education accounts.
  • Improve client retention and revenues for assigned accounts, through proactive engagement.
  • Develop strong consultative relationships with clients, including understanding their business objectives and identifying how Explorance can meet their needs.
  • Serve as an expert in learning analytics within our Blue software platform.
  • Develop a thorough understanding of all products/services, and ensure clients are accessing all the solutions that meet their business requirements.
  • Perform quarterly client reviews over the phone and sometimes in person.
  • Perform high level product and service consultations.
  • Perform software trainings, implementations, and oversee software upgrades.
  • Bring intelligent product feedback from clients to the Explorance Product team
  • Provide client account updates to team members, Sales Executives, and Leadership staff.
  • Provide exceptional customer support by troubleshooting technical inquiries and sharing best practices as it relates to the Explorance software.
  • Independently manage incoming client support tasks and ad-hoc projects

Key Skills Needed for Success:
  • Understanding of Higher Education landscape, including teaching, learning, and enterprise applications
  • High degree of self-motivation and ability to work independently
  • Outstanding communication skills; able to communicate effectively with all levels at an organization
  • Strategic thinker who connects customer goals with Explorance products
  • Exceptional written and verbal communication
  • Ability to quickly learn complex Explorance technology in order to provide technical support
  • Outstanding customer service and support skills
  • Critical thinking, resourcefulness, attention to detail, and problem solving
  • Proven experience managing projects and meeting deadlines.
  • Must be able to anticipate changes in a dynamic work environment.
  • Effective time and task management expertise.
  • Outstanding customer service and support skills

Experience & Education:
  • B.A./B.S. degree required
  • 2+ years of professional work experience supporting clients and technical problem solving in a SaaS based environment
  • Proven track record with a minimum of 5 years of business experience in the following areas:
    • Customer service or client success management
    • Software implementation, consulting, or subject matter expert
    • Consulting on software, measurement, or in the Higher Education field
    • High degree of self-motivation and ability to work independently
    • Outstanding communication skills; able to communicate effectively with all levels at an organization
  • Experience working in a collaborative team environment.
  • Ability to travel throughout the US for onsite customer meetings.
  • Higher Education experience is a plus.
  • We use Microsoft Office, ZenDesk, and Workfront daily.

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