Strategic Education, Inc.
1001-5000 employees
Education Management
Higher Education
Online Education
About Strategic Education, Inc.
Strategic Education, Inc. is a publicly traded education services holding company focused on providing high-quality, career-relevant education through its subsidiaries, including Strayer University and Capella University. The company offers a range of undergraduate and graduate degree programs primarily through online and hybrid learning models, aiming to serve working adults and non-traditional students. Its mission is to empower learners to achieve their educational and career goals by delivering flexible, accessible, and affordable education solutions. Strategic Education, Inc. leverages technology and personalized support to enhance student outcomes and maintain a strong market position in the higher education sector.
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Description
- The Customer Success Manager supports Clients and Providers' needs while focusing on driving product and solutions usage of the Workforce Edge platform.
- The Customer Success Manager is an expert guide, helping to navigate each client/provider towards successful ROI of the Workforce Edge platform and services enabled on their account.
- They are responsible for platform training, client support, and advisement.
- The Customer Success Manager is a strong voice for customer experience and feedback to internal teams.
- The Customer Success Manager acts as a front-line technical support for client administrators, and as a hub between clients, product, activation, and advising.
- They are platform experts and are responsible for backend systems configuration, data accuracy, product demos, and product training needs.
- Essential Duties & Responsibilities: Ensure alignment at all levels of the relationship throughout the Client/Provider partnership including identify gaps in offering to encourage strong platform usage and adoption.
- Develop a broad understanding of client’s needs in order to meet expectations and encourage best practices to ensure success of the partnership.
- Provide data for business reviews.
- Provide quantitative and qualitative feedback to Product and Support teams.
- Suggest ways they can improve on the Client Experience and outcomes.
- Own the process for collecting data from partners for use across all teams, accurate entry into our systems and product for product and advisors, and testing both at launch and with updates as needed.
- Identify key metrics, build reports, and provide dashboards that are useful to our partners.
- Keep clients informed of feature updates, future roadmap, process and procedural changes.
- Manage process to confirm enrollments with partners then work internally to facilitate and audit the billing process in coordination with operations and finance departments.
- Maintain a working understanding of all client integrations.
- Partner with internal/external technical teams to ensure integrations are working and driving strong outcomes.
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Requirements
- Ability to understand business objectives and effectively translate those to process/product requirements.
- Ability to problem solve and proactively provide solutions.
- Fluency in interacting with, and confidence in communicating with, a variety of stakeholders within different levels of leadership.
- Build presentations, training, and documentation that can be used to educate and instruct clients on the best practices for success.
- Collect, analyze and prepare customer feedback for action and improvement.
- Lead training and demos.
- Technical aptitude with willingness to learn new skills and branch into new areas of need as the product grows.
- 1-3 years of demonstrated success as a Customer Success Manager, Account Manager, Client Services or sales representative.
- Preferred: Direct Experience in support of a SaaS platform.
- Experience with Salesforce, Excel, and other data analysis tools strongly preferred.
- Experience working with technical teams on product development, understanding the process for developing new products or enhancing existing products in an agile environment.
- Bachelor’s degree required.
- Must be able to travel up to 10% of time.
- Must be able to lift 25 lbs.
- Must be able to work more than 40 hours per week when business needs warrant.
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Benefits
- Medical, dental, and vision plans
- Well-being incentives
- Parental leave
- Paid time off
- Paid holidays
- Tax saving accounts (FSA, HSA)
- 401(k) retirement benefit
- Employee Stock Purchase Plan
- Tuition assistance
- Entertainment and retail discounts