Client Success Manager (CSM) is responsible for ensuring an outstanding client experience throughout the client lifecycle. The CSM will be introduced to the client during the implementation process and becomes the primary point of contact for the client and Account Executive as they move forward with SEI’s learning solution. The CSM takes ownership of the SEI experience for the client, providing counsel, guidance, and problem-solving. The CSM also serves as an internal advocate for the client, helping to drive support and change when necessary to help the client achieve their business objectives. It is essential the CSM be able to articulate SEI’s value proposition and understand the client’s strategic goals in an effort to drive client retention, product adoption, and client expansion. The CSM will lead the post-sales efforts in building processes and procedures that are successful, scalable, and repeatable in delivering value to our clients.

A strong candidate for the role will be a self-starter and gain in-depth knowledge around all facets of SEI’s degreed and non-degreed learning solutions.

Essential Duties

• Understand client's business challenges and align the appropriate SEI learning solution to the identified need
• Proactively work with accounts to develop a broad understanding of client’s business model in order to meet client expectations and encourage best practices to ensure success of the partnership
• Establish a trusted/strategic advisor relationship with each assigned client and leverage this relationship to drive continued value of SEI’s learning solutions
• Partner with Account Executives to ensure alignment at all levels of the relationship throughout the partnership
• Provide quantitative and qualitative feedback and insights to product and support teams
• Develop, prepare, and nurture clients to build relationships that result in advocacy
• Optimize SEI’s degreed and non-degreed solutions within assigned client base by continuously seeking strategic opportunities to cross-sell and up-sell.
• Advocate for client needs/issues cross-departmentally and drive toward mutually beneficial outcomes
• Keep clients informed of process and procedural changes
• Develop measurements to track client performance. Promote and support continuous improvement for clients by focusingon quality, workflow processes and efficiencies. Leverage resources including people, technology, research and data to maximize client performance.
• Focus on solving complex client issues by driving alignment and accountability across the organization

Job Skills

• Detail oriented and analytical
• Organized and methodical with excellent follow-up to ensure client expectations and deadlines are met
• Ability to champion and facilitate change; demonstrate and encourage adaptability
• Ability to communicate persuasively and clearly orally and in writing, as well as strong public speaking skills

Work Experience

• Proven success collaborating and building strong relationships with clients
• Strong listening skills and a consultative approach to addressing client needs
• Minimum of 5 years’ experience leading complex sales initiatives or multiple projects that span client stakeholders, including internal senior leadership and external influencers

Education

• Bachelor’s degree from an accredited institution, or equivalent combination of education and experience

Certificates, licenses and registrations

Other

• Must be able to travel up to 5% of time
• Typical office setting.
• Mobility within the office including movement from floor to floor.
• Travel via plane, car, and metro may be required to perform this job.
• Must be able to work more than 40 hours per week when business needs warrant
• Access information using a computer.
• Effectively communicate, both up and down the management chain.
• Effectively cope with stressful situations
• Strong mental acuity
• Regular, dependable attendance and punctuality are essential functions of this job.
• Other essential functions and marginal job functions are subject to modification

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SEI offers a comprehensive package of benefits to employees scheduled 30 hours or more per week. In addition to medical, dental, vision, life and disability plans, SEI employees may take advantage of well-being incentives, parental leave, paid time off, certain paid holidays, tax saving accounts (FSA, HSA), 401(k) retirement benefit, Employee Stock Purchase Plan, tuition assistance as well as entertainment and retail discounts. Non-exempt employees are eligible for overtime pay, if applicable.

Careers - Our Benefits, Strategic Education, Inc

SEI is an Equal Opportunity employer committed to a diverse and inclusive community. We welcome applications from all. While it is not typical for an individual to be hired at or near the top end of the pay range at SEI, we offer a competitive salary. The actual base pay offered to the successful candidate may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal pay equity. Our Talent Acquisition Team is ready to discuss your interest in joining SEI. The expected salary range for this position is below.

$49,600.00 - $74,400.00 - Salary

If you require reasonable accommodations to complete our application process, please contact our Human Resources Department at Careers@strategiced.com.

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