portal resources jobs companies m meridian knowledge solutions sr. customer success manager/public sector - remote

Sr. Customer Success Manager/public Sector - Remote 🔥


Meridian Knowledge Solutions, LLC, a Visionary Integration Professionals subsidiary, is the leading provider of enterprise, web-based learning management software. Meridian’s powerful yet easy-to-use solutions are leveraged by organizations dedicated to building world-class learning enterprises inspired and focused on delivering exceptional results. Meridian’s software is being used by some of the world’s largest, most successful organizations, including Fortune 500 companies and government agencies. For additional information about Meridian Knowledge Solutions, visit www.meridianks.com.

We're seeking a Senior Customer Success Manager (CSM) to serve as both the internal and external quarterback for the Meridian federal government client base and as such are integral members of the Meridian team.

This is a remote position

As a Senior CSM, you will cultivate exceptional experiences and sustained value for clients by acting as their trusted advisor and advocate from point of sale through renewal. You will proactively interact with the clients in your portfolio and provide consultative recommendations for new products, upsells and upgrades to their LMS software. You will also provide support and guidance to the Customer Success Manager within your area of client focus (Public Sector/Commercial).

Internally the Sr. Customer Success Manager works closely with multiple internal groups (Sales, Implementation, QA, Finance, Support, Customer Success Manager, Product Development and Product Management). Externally, the Customer Success Manager works with multiple points of contact on the client side, from learning and training to IT to operations to executive sponsors. The Customer Success Manager does all of this to ensure client success and satisfaction.

Essential Duties of the role:

  • Proactively manage the success of a portfolio of assigned clients to deliver consistent value across the entire client lifecycle
  • Understand the intricacies of the client’s business objectives and how the client can utilize Meridian’s offerings to achieve those objectives
  • Identify new opportunities for existing clients and manage new opportunity lifecycle
  • Achieve sales targets and generate sales revenue by servicing clients within portfolio
  • Develop an annual Client-specific service strategy for clients within portfolio
  • Understand how each client department – learning & training, IT, business sponsors – measure success and ensure alignment and delivery on those objectives
  • Advise customers on best practices for designing, implementing and scaling their learning programs to align with the client’s larger business objectives
  • Manage the transition from pre-sales to implementation of new customers; accurately ascertain customer goals and translate them into an implementation plan that will provide initial value in a timely fashion
  • Coordinate and deliver basic and advanced training sessions to ensure confidence with the platform and cultivate customer accountability
  • Review renewal notices to ensure that any proposals that are presented to the client are the result of a thoughtful collaboration that will result in continued, retained business for the company
  • Resolve customer issues, alone and through collaboration with other internal teams; approach all situations with curiosity and creativity
  • Build strong customer relationships by maintaining high levels of engagement and communication; conduct routine account performance planning and business reviews
  • Cultivate relationships with Executive Sponsors to drive successful and ongoing partnerships
  • Drive customer advocacy in the form of references, referrals, upsells, cross-sells and case studies
  • Provide assistance and guidance to Customer Success Managers to ensure they are proactively managing their clients and providing a trusted partner relationship
  • Perform data-driven reviews and analysis on customer portfolio to prioritize opportunity and risk, reliably renew and expand customer contracts, meeting and exceeding personal and team quotas
  • Actively participate in the evolution of Meridian's own customer experience by using the insights you gain from working with a multitude of clients to drive cross departmental improvement in implementation delivery, upgrades, QA support,, sales and product development
  • Contribute towards the development of a strong team environment by upholding high work standards
  • Go the extra mile to ensure our customers are successful

Requirements:

  • 5 years of experience in a customer facing role for an enterprise software company, preferably with account management responsibilities and existing customer sales responsibilities
  • Experience working with Federal government clients/Public Sector
  • Bachelor's Degree
  • Collaboration Skills
  • Communication Proficiency
  • Discretion
  • Ethical Conduct
  • Organizational Skills
  • Personal Effectiveness/Credibility
  • Presentation Skills
  • Technical Capacity
  • Thoroughness
  • Time Management
  • Problem Solving/Analysis
  • Customer/Client Focus
  • Decision Making

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