Purpose
At Liaison, we’ve helped higher ed institutions build better, more diverse classes for three decades. You may recognize us as the company behind the Centralized Application Service (CAS), Enrollment Marketing services and platform (EMP), SlideRoom, Time2Track, TargetX (CRM) and Othot.
Everything we do is focused on taking that proven success and expanding its scope and scale. Over 31,000 programs on more than 1,000 campuses see us as a forward-thinking partner integral to meeting their total enrollment goals — and we’re building the data- and mission-driven team that will reinforce our role for decades to come.
Othot is seeking a Client Success Manager to guide client institutions in our higher education vertical through successful account management and expansion. Reporting to the Senior Director of Client Success, your ability to drive adoption and growth for your assigned accounts will be paramount. As a trusted and strategic advisor, you will work individually and with a team of expert data professionals to successfully deliver value and insights for clients toward their desired success outcomes.
Duties and Responsibilities:
- Manage all client journey activities through implementation, adoption, value recognition, and expansion in an assigned customer portfolio
- Establish an advisor relationship with all clients and drive continued value with our products and services toward success objectives
- Ensure increased adoption, client satisfaction, and retention are achieved
- Strategize and establish critical goals, key performance indicators, and project plans to achieve success for your assigned clients
- Support new business growth through client advocacy and market collaboration
- Drive client expansion by managing renewals, up-sell, and cross-sell opportunities
- Collaborate with other Othot team members by:
- Contributing to a client feedback loop for product improvements and feature enhancements
- Supporting the sales team in prospective engagements as a subject matter expert
- Collaborating with the data curation and data science team to develop insights and analysis to guide clients on a more successful path
- Acting as an internal advocate for our clients and inspire a client centric culture within Othot
- Identify opportunities for continuous improvement and support ad-hoc projects as identified
Qualifications
- Bachelor’s degree
- 5 years of direct higher education experience, preferably in enrollment marketing and/or lead generation
- 3 years of customer success, customer service, project management, or relevant experience preferred
- Proven ability to drive continuous value of product(s), preferably with product(s) that include technology and analytics elements
- Strong empathy for clients and ability to manage client relationships through persuasion, negotiation, and consensus
- Deep understanding of value drivers in recurring revenue business models
- Detail oriented and analytical with a demonstrated desire for continuous improvement
- Ability to collaborate as a team player and succeed as a self-starter
- Thrives in a multitasking environment and can manage dynamic priorities
- Excellent written and verbal communication and presentation skills
- Proficiency with MS Office suite, Zendesk, Pendo, or related customer relationship management systems and customer support applications
Travel Requirements:
- Ability to travel 20% on average
Compensation and Benefits:
- Othot offers competitive compensation, medical/dental/vision benefits, and a 401(k) plan
- Othot has flexible work hours and a liberal remote work practice
Physical Requirements:
- Physical - While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, and to operate a computer. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. Employee must have the ability to sit at a computer terminal for an extended period of time. Employee may be required to perform light to moderate lifting.
- Vision - Specific vision abilities required by this position include close vision, distance vision and the ability to adjust focus. Additional vision abilities required include close vision due to computer work for extended hours in front of a computer screen.
- Noise - The noise level in the work environment is usually low to moderate. (i.e. business office with computers, phone, and printers, light traffic).
- The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.