Job Description

Customer Success is absolutely vital to our long-term success and profitability, and to helping o customers achieve their goals. Customer Success Managers at Instructure maintain customer satisfaction and deepen adoption through consultative approaches, problem-solving and providing resources and strategies that support customers as they grow with Instructure’s products. The Channel CSM is a unique role that brings together components of the CX and Sales organisations. The successful candidate will be responsible for bringing the Instructure Customer Experience passion and perspective to our Channel partners and Value Added Resellers (VARs). This exciting opportunity requires a depth of understanding regarding the way that Sales teams operate across multiple cultures and languages whilst providing CX and product expertise.

What you will do

• Working with with a portfolio of Value Added Resellers (VARs) and Channel Partners across the globe as the key contact within the Customer Experience organisation
• Developing and maintaining meaningful relationships with channel partners, Channel Account Managers and internal key stakeholders
• Working as a Channel Advocate, communicating important information to partners about product updates and company policies, and providing feedback to the product and engineering team on improving the platform and better solving customer challenges
• Developing an understanding of the business drivers and key challenges that VARs and Partners face, proactively offering insights and solutions to meet those needs throu effective use of Instructure product and service offerings, promoting innovation and practice
• Seeking to help partners and VARs drive adoption across the institutions they work with to improve customer learning outcomes using proven Instructure methods
• Retaining and maximising revenue opportunities, including partner and customer renewals
• Enabling sales through strong collaboration with channel sales teams (CAMs)
• Continually growing in depth of product and industry knowledge, including education approaches and adoption strategies
• Supporting the Channel Services teams, by monitoring implementations to ensure they are successful when onboarding a new customer or implementing a new product
• Supporting partners to track and report customer usage data
• Supporting partners to ensure that Support is set up and they understand how to utilise Instructure Support service
• Forecasting and awareness of all upcoming renewals, working with the renewals team to ensure customers are renewed on time
• Displaying a high level of maturity in relationships with partners, customers and colleagues, growing the profile of Customer Success Manageme
• Consistently performing at the highest level – modelling exemplary practice in the ownership of customer adoption of our products, driving meaningful relationships with partners, and helping to deliver outstanding experiences.

What you will need to know/have

• Empathy and a unique ability to understand customer and partner needs, explain complex issues in relatable terms and adapt your tone according to the stakeholder
• Enthusiasm about education and technology with demonstrated technical aptitude
• Executive Presence – track record of networking and influencing an organisation multiple (senior) stakeholder levels
• Demonstrated ability to communicate, present and influence credibly at multiple levels an organisation
• Ability to prioritise, multitask, and perform effectively under pressu
• Excellent interpersonal and eloquent writing skills; expertise in one or more Asian or European Languages would be a bonus
• Flexibility with your working hours to work across multiple time zones
• A results-driven attitude, a bias for learning and sharing, and the ability to thrive in a fast-paced, high growth, rapidly changing environment
• Experience working in higher education, K12, vocational education, or corporate training
• Minimum of 4 years Experience in Customer Success or account management in a SaaS company (ideally EdTech) with deep knowledge of SaaS products and services
• Familiarity with tools like Salesforce, Gainsight, JIRA, Tableau and an interest in learning other internal tools

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