Professional & Corporate Education, Customer Success Manager

Honorlock•Boca Raton, FL

19h•$100,000 - $110,000•Remote

About The Position

The Professional and Corporate Education Customer Success Manager will be responsible for ensuring the success and satisfaction of Honorlock's clients by providing technical guidance, support, and solutions. This role involves working closely with customers to understand their needs, troubleshoot issues, and ensure they fully utilize and benefit from Honorlock's services. The ideal candidate will possess a strong technical background, excellent communication skills, and a passion for helping customers succeed. Travel Requirement : Willingness and ability to travel, at least 35-40% of the year, including overnight stays when necessary.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field.
5+ years of experience in a technical customer success, technical support, or a similar role.
Strong technical background with experience in software implementation, troubleshooting, and support.
Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical audiences.
Proven ability to manage multiple priorities and projects simultaneously.
Travel Expectation: 35-40% of the year.

Nice To Haves

Experience with customer success tools and platforms is a plus.
Knowledge of the educational technology sector and online proctoring solutions is a plus.
Experience in Professional/Corporate Education strongly preferred.

Responsibilities

Customer Onboarding, Technical Implementation and Adoption: Support the onboarding process for new customers, ensuring a smooth and efficient technical implementation of Honorlock's solutions.
Conduct training sessions and workshops to educate customers on the features and functionalities of the platform to drive adoption.
Develop and maintain comprehensive documentation and resources to assist customers with implementation, adoption and usage.
Technical Support and Troubleshooting: Provide expert-level technical support to customers, resolving complex issues and ensuring timely resolution.
Diagnose and troubleshoot technical problems, working closely with the engineering and development teams as needed.
Monitor system performance and proactively identify potential issues to prevent disruptions to customer experience.
Customer Relationship Management: Build and maintain strong relationships with customers, acting as the primary point of contact for technical inquiries.
Understand customers' business goals and objectives, and provide strategic guidance on how Honorlock's solutions can meet their needs.
Support regular Honorlock check-ins and reviews with customers to ensure their ongoing satisfaction and success.
Product Feedback and Improvement: Gather and document customer feedback, identifying trends and areas for improvement in the product.
Collaborate with the product development team to communicate customer needs and influence the product roadmap.
Support clients in beta testing solutions and provide feedback on new features and updates.
Reporting and Analytics: Track and report on key customer success metrics, such as adoption rates, usage patterns, and customer satisfaction.
Develop and present regular reports to internal stakeholders, highlighting customer success stories and areas for improvement.