At Instructure, we are dedicated to empowering EdTech providers and educational organisations to unlock their full potential through innovative technology solutions. Our mission is to provide intuitive products and services that simplify learning and personal development, foster meaningful relationships, and inspire progress in education and careers. We believe in giving smart, creative, and passionate individuals the opportunity to make a significant impact in the world of EdTech.
Reporting to the APAC Director, the role of the Associate Customer Success Manager, APAC will focus on proactively consulting with Parchment’s (now part of Instructure) customers in achieving their goals and realising value from Parchment’s solutions. Instructure has a strong regional position established with an existing customer-base and market presence (My eQuals in ANZ; and Parchment Digitary Services in Asia). This role will be focused on working with institutions and customers of a non-enterprise size in ANZ; and with a developing customer base in Asia, including Japan where Japanese-language skills will be ideal.
About the Role
- Achieve revenue targets and generate new business
- Be an advocate for Parchment to help improve solution adoption and overall value
- Educate customers on how solutions and services can be effectively utilised, best practices implemented and deriving value for all stakeholders utilising the solution
- Continuously maintain a deep understanding of our product solutions to be a subject matter expert for our customers, including demonstrations and presentations
- Update customers on new and existing features and/or changes to services, key results and deliver difficult messages when needed through effective communication
- Develop customer account plans to enhance satisfaction and mitigate attrition risk
- Cultivate an exceptional customer experience with ongoing and regular engagement, calls, emails, webinars, on-site and regional events
- Be a voice of the customer, providing Parchment with continuous customer feedback and insights, helping to remove friction points and managing overall
- Work with customers, marketing and other stakeholders in developing effective case studies, onboarding resources, insight reports, publications and other artefacts
- Facilitate consultation and workshop sessions, including webinars, user-groups and coordination with technical experts as needed
- Analyse and develop regular reports and insights, to enable identification of target customers for tailoring plans and initiatives that drives solution adoption
- Manage renewals of assigned accounts; and perform cross-sell and up-sell opportunities
- Retain and grow the lifetime value of customers
- Meet quantitative revenue goals (renewals and expansions) and customer satisfaction goals
- Identify strategic and business growth opportunities
- Build brand awareness and loyalty in customers and defend against competition
- Help facilitate customer onboarding with Professional Services and internal stakeholders to drive successful onboarding and transition to post go-live as the account lead
- Identify strategic and business growth opportunities
- Achieve targets associated with lead generation, bookings and gross revenue retention
About You
- Bachelor’s Degree (or equivalent experience)
- 2+ years experience servicing SaaS or similar technology solutions
- 2+ years experience in customer facing roles
- 1+ years experience servicing into the education sector;
- Fluent in English (written and verbal) and preferably good Japanese (written and verbal)
- Proven experience working in similar roles or aligned tasks
- Proven experience in managing customers with demonstrated successful outcomes
- Highly motivated, energetic and customer-focused approach/mentality with exceptional communication and interpersonal skills
- Excel at building and leveraging strong business relationships
- Worked in a SaaS based organisation or have serviced SaaS solutions for customers
- Worked in/with higher education and vocational education institutions is preferred
- Proficiency in data analysis and an ability to understand its impact on the customer journey and insights that are actionable
- Strong stakeholder management, both internal and external
- High degree of attention to detail
- Excellent communication and presentation skills, both written and verbal
- Knowledge and experience using Salesforce is highly favourable
- Proven sense of urgency in completing tasks and meeting deliverables
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