Client Success Manager Higher Education (East Coast, USA)

The Company

Terminalfour is a digital engagement and web content management platform for higher education. Our mission is to empower universities and colleges to drive student recruitment, retention, alumni fundraising, and research promotion by maximising the effectiveness of their digital and content strategies.

We are the top provider to the higher education sector in the UK and Ireland and we're quickly becoming the premier choice in North America as well.

All Terminalfour employees work remotely. We provide the essential tools for remote working including a laptop, monitors, desk and more to ensure you have everything you need for a seamless setup. Alternatively, you can avail of our Bring Your Own Device Policy and work from your own preferred equipment.

At Terminalfour, we are focused on employee wellbeing. In recognition of the importance of work-life balance, we offer 30 days annual leave and flexibility around your working day.

We also provide an Employee Assistance Programme to all staff across all locations. This comprehensive service includes various health and wellbeing supports, as well as short-term counselling, and is available to both employees and their families. Additionally, we have a Wellbeing Platform to promote health, wellbeing, and overall self-care both at home and in the workplace.

We actively encourage continuous learning and development with many opportunities for upskilling within the organisation through the Terminalfour and DCM Learning Hub. If you want to enhance your AWS skills, the company will cover the cost of your training and AWS Certification. We also provide paid access to a technical training platform for continuous learning, at your own pace.

The Role

We are seeking a candidate with previous client relationship experience in the higher education sector.

We are looking for an enthusiastic Client Relationship Manager to work closely with our client base in the USA, predominantly in Higher Education and based on the East Coast.

This is a Customer Success and Account Management role which is focused on helping our clients to optimize their experience with their existing contracted products/services while also identifying and driving upsell and cross sell opportunities with our clients.

You will act as an advocate for Terminalfour externally while internally representing the needs of our clients to ensure the highest level of service to them.

The Ideal Candidate:

• Positive outlook and attitude with a strong sense of achievement focused on customer satisfaction

• Excellent prioritization and organizational skills

• Excellent communicator with strong interpersonal skills and comfortable with public speaking

• Sales experience is required – preferably with business technical products

• Possess disciplined “sales- pipeline” practices, including negotiating and closing upsell opportunities to existing clients

Skills and Experience Required:

• Previous client relationship experience is required

• Experience working in or with Higher Education Institution is required

• Ability to demonstrate track record in achieving revenue targets

• Experience working in web technologies, digital marketing or cloud technologies

• Ability to build and maintain profitable relationships with clients

• Fluent verbal and written communication skills in the English language

Main Responsibilities:

• Pro-actively manage relationships with existing clients, at various levels of seniority, meeting with them both in person and remotely

• Share your experience and offer advice to help clients strategize and solve issues, building a high level of trust.

• Resolving client complaints quickly and efficiently

• Follow a Client Communications Strategy, including Quarterly Business Reviews with existing clients to uncover areas where we can assist them, and identify current and future business potential. You will interact with technical, marketing and management units within our Universities and Colleges.

• Ensure weekly, timely and accurate opportunity/sales forecasting within CRM

• Work with various departments internally to establish the optimum approach to client needs, “joining the dots” to ensure that a client receives the best possible experience.

• Work and collaborate with partners (mainly digital marketing and design agencies) who also provide services to our clients.

• Some business travel is required as you will be travelling to your clients from time to time

At Terminalfour, we seek individuals with a genuine passion for the software industry. We value qualities such as teamwork, commitment fulfilment, and the courage to elevate and enhance your professional career.

• This position is a full time, at-will contract.

• Terminalfour is an equal opportunity employer.

• We do not require Recruitment Agency assistance with this role, thank you.