Customer Success Manager

Location: , United StatesDate Posted:Jul 29, 2024

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Description

Customer Success Manager, Higher Education

Who We Are

CBORD and Horizon are the world’s leading providers of integrated technology solutions powering housing, access, foodservice, nutrition, eCommerce, and card systems for K-12 and higher education, acute care, senior living, and business campuses. Our success and growth are directly attributed to our DREAMteam. Our culture is built on integrity, respect for our people, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem solving, and learning agility drive our day-to-day actions.

What You’ll Be Doing - Overall Job Description

As a Customer Success Manager, you will play a pivotal role in building customer loyalty and maintaining strong relationships with our Higher Education customers by providing ongoing guidance and support You will be a primary contact for our customers, ensuring they maximize the benefits of our solutions , while simplifying processes . Your goal will be to ensure client satisfaction, retention, and the successful utilization of our products and services to meet their diverse needs.

What You’ll Be Doing

Manage a portfolio of accounts, ensuring they receive the support needed for successful operation of our solutions.

Foster and sustain robust relationships with key stakeholders within an account by championing the customer’s needs, actively listening, asking insightful questions, and effectively bridging the gap between the customer and CBORD.

Understand each account ’ s unique needs and challenges to provide tail or ed support and proactively suggest solutions .

Address any questions or issues , coordinating with other departments as necessary to ensure customer satisfaction

Collect and relay suggestions for improvements and new features to our product and engineering teams based on relationships and conversations with customers. Collaborat e with the sales team to manage contract renewals , identifying opportunities to drive account growth and upselling. .

Monitor and report on the health of accounts, usage trends, and customer satisfaction identifying potential risks and developing strategies to mitigate them.

Proactively identify and resolve any issues that could affect customer satisfaction or retention.

Lead recurring meetings, generate weekly status reports, and participate in ad hoc meetings.

Develop and execute account plans to drive revenue growth within assigned accounts.

What You’ll Bring to the Table

Bachelor’s degree in Business , Communications, Information Technology, or a related field or applicable work experience.

Proven experience in in customer success, account management, sales or a related role, preferably in a B2B software or technology environment.

Strong organizational and leadership skills, with the ability to manage multiple customers simultaneously.

Excellent communication, interpersonal, and presentation skills.

General understanding of software and hardware solutions.

Ability to understand and articulate technical concepts.

Strong problem-solving skills and customer-first mindset.

Technical background or familiarity with software and hardware systems a plus.

Experience working with customers in the Higher Education sector is highly desirable.

Proven track record in driving revenue growth within accounts.

What’s Good to Know

Ability to travel as needed, up to 15 days per quarter .

Who You’ll Work w ith

Assigned Higher Education Customers

Team members across all departments (Sales, Marketing, Customer Success, Global Services, Product Management, Development, Accounting, Contracts, and Supply Chain)

Business Partners and Third-Party Vendors

Why Join the CBORD Horizon DREAMteam?

DREAMteam (how we refer to all of us) You’re engaged and self-motivated. You think like an entrepreneur, constantly driving improvement and innovation. You act as a change agent. You’re a team player contributing to a collaborative and diverse work environment. We question the status quo and so should you. You are accountable and focused and take smart risks. You’re an extension of our talent acquisition team – always scouting top talent to join our team.

DREAMperks

Staying Healthy

Eligible team members have access to a robust health insurance plan on their first day of employment.

To encourage, motivate and challenge team members to take an active interest in their health and well-being, the Company provides a Wellness Benefit of $200 for the calendar year.

Access to an Employee Assistance Program.

Enjoying Time-Off

Eligible team members are granted with the following paid time off annually:

Vacation: 15 vacation days; pro-rated during the first year

Holidays: 10 paid holidays each year

Sick Time: 5 sick days

Personal days: 3 personal days; pro-rated during the first year

Planning for the Future

Employer paid Life Insurance / ADD / Short-Term Disability Insurance

Voluntary Long-Term Disability Insurance / Term Life Insurance / ADD

Access to FSA Plans Commuter Benefit Plans

401(k) Savings Plan where the Company matches team member contributions $0.50 for every dollar saved up to 8% of pay . Fully vested on day one.

Access to the Roper Employee Stock Purchase Plan

Paid Parental Leave Program

Make an Impact

DREAMcares (The Company’s outreach initiative to support our extended community): Eligible employees will have access to 3 paid days off annually to serve at a qualified and approved organization.

Apply and Join the DREAMteam

To view more amazing roles at CBORD and Horizon , visit our career pages at www.cbord.com/careers

This description is intended to be generic in nature. It is not intended to determine all specific duties and responsibilities of any particular position. Essential functions and overtime eligibility may vary on the specific tasks assigned to the position.

This position will be responsible for the handling of PHI (personal health information) and/or other types of SPI (sensitive personal information) and will be expected to comply with all applicable laws and internal policies with regards to handling of PHI/SPI

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