Principal Client Success Manager

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For over four decades, the higher education experts at Jenzabar have been helping colleges and universities across the world thrive through multiple services. The Jenzabar culture is one that fosters an entrepreneurial environment, where employees are encouraged to be creative, work hard, and have a great time while doing so. We believe in open doors, asking tough questions, respecting each other, and surpassing our clients' expectations every step of the way. It's an enjoyable place to be, with casual dress and a relaxed atmosphere.

Mission Statement:

We believe everyone is a masterpiece with great work to do on Earth. Jenzabar's mission is to create pathways to empower all to know who they are, what work they are destined to do, and how they can unlock their full potential - at home, at work, and in the world!

Position Summary

A Principal Customer Success Manager has a background in Higher Education and/or Customer Service (through Jenzabar or an outside institution or company; 10+ years). The ideal candidate will play a pivotal role in ensuring the success and satisfaction of our top-tier and most complex clients in the higher education sector. As a seasoned professional with a background in higher education, the Principal Client Success Manager will leverage their expertise to provide strategic guidance, build strong client relationships, and drive the adoption of Jenzabar's solutions.

Essential Tasks

• Manages a portfolio of Jenzabar's top-tier accounts. Serve as the main point of contact for strategic clients, understanding their unique needs and challenges.
• Responsible for developing deep client relationships that promote retention and loyalty with top-tier accounts.
• Acts as a trusted partner, advocate and proactive communicator for both the customer and Jenzabar to support our mutual success.
• Analyze customer trends and behavior to provide actionable recommendations for adoption and ongoing optimization strategies.
• Working with the Sr. Manager, develop and implement strategic recommendations to drive deeper adoption, higher client satisfaction and promote account growth.
• Gather feedback from customers, study other customer success programs and analyze customer data to identify the best practices.
• Establish and execute a business review strategy to engage leadership and establish ROI.
• With a deep understanding of the individual client's student life cycle, make proactive, strategic recommendations for use, training, and reporting.
• Identify, communicate and sell features and benefits of Jenzabar maintenance program to customers
• Visit and/or conduct annual reviews with each customer
• Optimize existing processes within the company and actively enhance all Customer Success initiatives
• Long standing relationships with senior lever contacts and clients and in industry to network and serve
• Works closely with clients to ensure they are satisfied with the software and services they receive and improve upon areas of dissatisfaction
• Leverage other Jenzabar resources to help promote product satisfaction
• Responsible for providing feedback from CSMs that is representative of what our clients desire to Jenzabar Product Development, Services, Support, Sales & and corporate leadership
• Member of our client Advisory board as a collective voice of our client community
• Deeper level of positioning of our solutions against our competitors to become a valuable resource to identify gaps
• Travel as necessary to visit clients; estimate 20-25 trips per year
• Proactive communications
• Other tasks as assigned

Preferred Skills and Experience

• Bachelor's Degree
• Background in Higher Education - understand industry
• Prior experience as an Account Manager for a company specializing in products specific to the Higher Education space is a plus.
• Strong communication skills and a positive attitude

The pay range for this position is $80,000 to $100,000/year; however, base pay offered may vary depending on job-related knowledge, geographic location, skills, and experience. This position is eligible for an annual bonus in addition to a full range of benefits. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.

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Benefits

Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, Paid Vacation, Paid Sick Days, Paid Holidays, 12 Weeks Paid Parental Leave, Short Term Disability, Long Term Disability, 401K, Educational Assistance

Jenzabar does not discriminate in employment opportunities or practices on the basis of race, color, sex, gender, gender identity, pregnancy, childbirth and related medical conditions, genetics, genetic markers and carrier status, creed, religion, national origin, ancestry, age, disability, medical condition, marital status, sexual orientation, military service, veteran status, or any other status protected by state and federal laws.

Please Note: Jenzabar does not sponsor applicants for work visas.