Instructure, Inc. - Customer Success Manager, HiEd

• Act as a liaison between customer and Instructure • Cultivate an exceptional member experience by exceeding your member’s expectations through high value-add, consultative engagements • Meet with Parchment members to tie Parchment products and services to business strategy, uncover business needs, and capture leads to help grow the account • Craft appropriate member strategies to build a deep rolodex of relationships at all levels in your member’s organization and across Parchment’s functions that you can leverage to achieve goals • Be an effective communicator through conducting dynamic and well-informed presentations; to include key results and deliver difficult messages to members. • Demonstrate a mastery of Parchment’s products and services, their capabilities and how they solve member business problems. Represent these accurately to members. • Manage a book of business of 200-250 accounts. To include: • Assisting the renewal team with negotiations and retention of existing members • Expanding the value of existing members through price increases, expansions, and cross selling • Effectively working cross-functionally with fellow Parchies • Collaborate with Account Executives for cross selling, product knowledge, relationship building • Overseeing the commercial motion: quoting, negotiating, closing contracts, and accurately forecasting revenue • Meeting quantitative revenue goals (renewals and expansions) and customer satisfaction goals • Occasional travel required for member meetings/events and industry conferences • Here is what you will need to know/have: • Requires a Bachelor's Degree with a minimum of 4+ years experience as a Customer Success Manager, Account Manager, or a related function • Capacity to set correct expectations and manage issues/goals to completion. • Adaptability and the ability to prioritize tasks in a changing environment. • Passion for the education industry • Excellent written and verbal communication skills • Presentation and public speaking ability • Experience with the Google or Microsoft suites, CRM experience (e.g., Salesforce) • Successful management of 100-500 member accounts concurrently with a book of business between $500,000 and $2M • Consistent attainment of 90% of quarterly/annual goals or greater.