VitalSource Looking for Customer Success Manager at United States Full Time

VitalSource®, is hiring a Customer Success Manager to contribute to our Customer Success team. This is a remote position covering the eastern region.

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. Successful CSMs will excel in the primary areas of relationship management, customer engagement, implementation, and customer financial health.

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

Required Qualifications:

• Bachelor’s degree or directly related year-for-year experience
• 3 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

Preferred Skills:

• Selling & Negotiating Skills: Experience managing a set of existing small or mid-sized customers. Effectively forecasts and communicates at-risk customers.
• Desired: Experience identifying opportunities to increase revenue by driving expanded adoption, and positioning new products, increases in usage, and service offerings. Experience driving leads to Sales for growth opportunities.
• Domain and Product Knowledge: Leverages domain knowledge to facilitate planning sessions that inspire customers to expand. Knows how to use customer success stories to establish connections with customers. 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: Good written and verbal communication skills. Presents thoughts clearly and concisely. Able to analyze situations and data to provide compelling recommendations both internally to leadership and externally to customers.
• Desired: Regularly presents to customers and teams.
• Organizational/Project Management Skills: Effectively plans and prioritizes high volume of activities and requests to manage customer issues and needs. Prioritizes and follows through on requests in a timely manner. Knows how and when to leverage other experts to manage customer needs/requests. Customer communications and follow-ups from meetings are effective and efficient.
• Desired: Provides proactive updates on forecast, customer status, and escalations.
• Diagnostic/Problem-Solving Skills: Experience organizing, prioritizing, and escalating a high volume of issues and requests from customers. Understands how to ask clarifying questions to determine the correct source and impact of issues. Understands use cases and coaches customers to alternate solutions where possible. Assesses risk and escalates internally as needed to secure resolution. Finds creative solutions to solve complex problems with the appropriate perspective.
• Desired: Gathers customer issues and effectively dispositions/prioritizes roadmap requests, product bugs, and process enhancements based on impact and customer satisfaction.

Key Responsibilities:

• Relationship Management
• Develop/maintain effective customer leverage points
• Understand stakeholder needs, goals, & agendas
• Understand, document, and strategize across the customer’s org structure
• Customer Engagement
• Proactive client enablement across the customer’s org
• Expectation management
• Help client champion the VST story and achieve their value
• Monitor and analyze client use of VST products
• Provide timely customer training on VST systems, products, and processes
• Implementation
• Liaison to Product, Inventory, Support, Integrations, etc.
• Project management
• Coordinate integration needs & other internal resources
• Communicate and advocate customer needs to internal stakeholders
• Customer Financial Health
• Monitor/understand/communicate customer’s financial trends (up, down, flat)
• Manage contract optimization
• Protect ARR
• Drive saturation & growth
• Work collaboratively and effectively across functional teams, including Sales, Finance, Marketing, Legal, etc.
• 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
• Demo any/all VST tools and products
• Utilize Qlik, Looker, Metabase to track customer financial trends
• Analyze financial & usage trends and publish/escalate as needed
• Ensure customers are trained to utilize best practices with all of VST’s tools
• 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
• Work saturation strategies across appropriate tiers in designated book of business
• Other: Ability to travel up to 25%

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, 10 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
• Casual Dress: be as comfortable at work as you are in your own living room
• Wellness: lots of opportunities for fitness challenges and rewards

Salary Range: $65,000 to $75,000

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
• We participate in EVerify.
• EEO Poster in English
• EEO Poster in Spanish