Customer Success Manager

Position Overview: We are seeking a Customer Success Manager to lead and support the delivery of Mursion’s largest client programs, and help grow our most important accounts. You play a key role on a cross-functional, client-facing team that delivers on $3-5 million of annual client revenue. The ideal candidate will have three or more years of client engagement in an organization that delivers a technology-enabled service. This person should also be a systems-thinker, a self-starter, highly organized, and a strong collaborator.

This is a full-time, salaried position reporting to the Sr. Client Success Manager. This is a remote position with the option to work out of our offices in San Francisco. 

Responsibilities:

• Manage and execute the full lifecycle of new client engagements including project schedule, budget, and deliverables, including the design of simulation scenarios and the communication of learning outcomes
• Oversee all client reporting and communications throughout the phases of the project
• Ensure all projects are executed in a manner that is consistent with Standard Operating Procedures on time and on budget and that customers and end-users are delighted with the experience
• Grow client engagements using data from current projects to drive soft-skills improvement in client organizations
• Identify opportunities to improve learning outcomes through enhancements to scenario design and learning analytics
• Improve upon the gross margin of all project engagements without sacrificing operational quality or client learning outcomes
• Own client-facing and internal summaries of client meetings, including key decisions and action items
• Build and present client-facing delivery reports, including qualitative and quantitative data on student learning, sentiment, and engagement.
• Manage all internal operations for successful delivery, including oversight of the Mursion Portal, Mursion’s proprietary internal scheduling, and content system.

Qualifications:

• 3 years of high-tech/SaaS industry experience
• 2 years of experience leading Enterprise level client engagements or program management
• Ability to manage $3-5m in annual client revenue
• 1 years of experience in enterprise software deployment management and/or implementation
• Strong background in CRM, knowledge management, project management, and/or technical systems
• Experience cultivating engagements with high-level external stakeholders or clients
• Solid written and verbal communication skills
• Highly detail-oriented
• Nice-to-have experience working in one of the following industries: Healthcare, Technology, Telecommunications, Media, Entertainment, IT Services, Professional Services, Oil and Energy, and Utilities

Core Competencies

• Adapts to New Situations
• Builds an Inclusive Culture
• Delivers High Impact Work
• Demonstrates a Growth Mindset 
• Demonstrates Technical Aptitude