Customer Success Associate

About the client:

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:

We are looking for a Customer Success Associate (CSA) to work with our North American K12, Higher Ed, and Professional Learning customers. CSAs will play a critical role by supporting our customers who have implemented the Instructure Learning Platform and elevate Instructure customer journey through strong collaboration with their aligned Customer Success Manager.

Job Summary:

The Customer Success Associate will manage the customer experience as the primary point-of-contact for mid-market customers, partner with and escalate to the territory-aligned Customer Success Manager, and support customers along the Instructure customer journey to ensure our customers are realizing value and having a great customer experience. CSA will be successful in their roles by collaborating with Customer Success Managers to retain revenue and grow revenue within their assigned territory.

Job Details:

• Hybrid work setup – 2 days onsite, 3 days’ work from home
• Monday to Friday
  • 8 PM - 5 AM Manila Time
  • 9 PM - 6 AM Manila Time
  • 11 PM - 8 AM Manila Time
    
• *Following Philippine Holidays

Responsibilities:

• Manage the Instructure customer experience for all assigned customers
• Work collaboratively with Customer Success Managers, Sales, and Renewals to increase market share from existing account base and new business to business opportunities
• Act as liaison between the customer and Instructure, elevating concerns and growth opportunities to the Customer Success Manager
• Understand the customer’s vision and goals with the Instructure Learning Platform and monitor their success and risk accordingly
• Identifying trends, needs, and opportunities by customer base, region, state, and other characteristics to propose and assist with proactive messaging and resources to support customer growth
• Ensure data integrity standards are maintained in Gainsight and Salesforce as it relates to customer engagement tracking, product utilization, and playbook management
• Support Customer Success Managers as they prepare for strategic customer meetings with customers by generating reports and presentations
• Internal coordination of customer questions, requests, and issue resolution.
• Develop and enable one to many digital campaigns and build response templates for frequently asked customer questions and communications
• Customer relationship value, as captured in candid and survey feedback
• Data and Reporting fluency (including utilization reports, adoption reports, trends in regions/states/territories, etc.)
• Ability to build relevant and engaging customer-facing assets (including webinar decks, and one-pagers)
• Addressing trends, including identification, documentation, communication, recommendations for action plans, and collaboration with Customer Success Manager
• Actioning of feedback from surveys, customer conversations, etc.

Qualifications:

• College degree (BS, BA, etc.)
• Exceptional communication skills both written and verbal
• Client-facing background is a must
• Experience in Customer Success or Account Management.
• Capacity to set correct expectations and manage issues to completion
• Ability to multitask and prioritize tasks in a changing environment
• Strong team mentality, utilizing internal and external resources strategically and judiciously
• Customer-facing background within the software industry
• Demonstrated ability to solve problems and seek solutions
• Ability to work North American hours