Position objective: ACT, Inc. is increasing efforts to drive custom centricity and adding resources focused on helping customers achieve their desired outcomes. To accomplish this, ACT is looking for talented individuals who have the experience, skills, outlook, and drive to build strong relationships with higher education customers and work to ensure they have positive end-to-end experiences and derive benefit from the data received from ACT solutions.
Our Customer Success Managers serve as the main point of contact in our service model for a defined group of customers. In this role, the position will develop an intimate knowledge of the customer base and drive proactive implementation and service strategies that support ACT customers.
Typical work-related activities include:
Provide expert knowledge of ACT’s postsecondary product offerings including the product's technical workings and their applications
Provide strategy and lead the development of customer playbooks that guide service offerings based on customer use cases
Work with departments across ACT to solve customer problems, make recommendations for product and process improvements, and drive the development of tools and resources that help customers
Lead customer-facing trainings, programs, projects, and initiatives as assigned
Track, monitor, and manage the customer experience for an assigned segment of customers
Establish relationships with key stakeholders across the postsecondary segment
Provide general inbound support – with the support of ACT customer care agents and advisors – for assigned customers, serving as the main point of contact for the service needs of the assigned customer base
Help customers achieve their desired outcomes by making ACT data, products, and services indispensable, and working with ACT effortless
Bachelor’s degree required, preferably in education or business administration
Master’s degree a plus
Or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired
Minimum of eight years of experience in higher education and/or customer service required
KNOWLEDGE, SKILLS, AND ABILTIES:
Possess extensive knowledge of the higher education space – enrollment management, admission, retention, placement – with an ability to provide insight and guidance to our customers, helping them find additional value in ACT solutions and services
Familiarity with Salesforce a plus
Ability to put team priorities into a larger organizational context and make difficult tradeoffs caused by new or changed goals and/or resource reductions and re-allocations
Excellent customer experience intuition
Strong presentation skills, writing, and communication skills
Knowledge of continuous improvement practices and an understanding of Lean principles
Demonstrated technical fluency
Comfort understanding and discussing architectural concepts, schedule tradeoffs, and service interdependencies with technical team members
Superb decision making skills with a track record of:
proactively gathering the right data from appropriate sources
considering facts as well as perspectives from others
conducting root cause analysis
integrating long-term plans and goals
ultimately, acting decisively and quickly
Employer will assist with relocation costs.
Additional Salary Information: Starting salary commensurate with qualifications. Excellent benefits and work environment.
At ACT—a nonprofit organization—we are driven by our mission, our vision, and our values. Our mission is to help people achieve education and workplace success. Our vision is to impact lifelong success for individuals, as they define it. We value learning, diversity, excellence, sustainability, leadership, and empowerment. We understand the urgency of education and workplace success in today's wor...ld. This is why we embrace the opportunity to advance lives. It is in this role that we look forward to the opportunity to help shape the world.