Customer Success Manager

ShareStream Education - Reston, VA - Full time

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About us:

ShareStream Education is a leader in online video and media management solutions for academic institutions. ShareStream’s technology was initially developed in collaboration with Georgetown University and is now widely deployed at educational institutions around the world. Our team is passionate about building a great product that is continually evolving and providing a service that allows our customers to realize the vast potential of streaming media for education.  

ShareStream Education is deeply committed to achieving client successes and building strong relationships with the Company’s clients, whom we regard as our partners.

Join us and contribute to changing the way online education takes place through the use of streaming media!

ShareStream Education will not accept resumes from recruiters for this position.

Responsibilities:

ShareStream is seeking an experienced, multitalented Customer Success Manager who excels at working directly with clients to ensure client satisfaction.

The Customer Success Manager will:

  • Lead interactions with ShareStream clients post-sale
  • Forge strong client relationships, including relationships with clients’ Executives and Directors
  • Develop an in-depth understanding of each client’s goals and success criteria for ShareStream
  • Assist clients with driving user adoption and expanding ShareStream implementations to other use cases and departments
  • Work closely with ShareStream Technical Support on prioritizing and resolving support tickets, as well as communicating with clients regarding updates to support tickets
  • Work with ShareStream Technical Support to develop project plans for new implementations and services engagements
  • Manage the onboarding of new clients to ensure client satisfaction and on-time delivery
  • Work closely with the ShareStream Sales Team on renewals and license expansions
  • Communicate ShareStream Education’s product roadmap to clients and their leadership
  • Document clients’ feature-enhancement requests for the ShareStream Product Team
  • Obtain and maintain extensive product knowledge, as well a thorough understanding of new features and functionality
  • Willingness and ability to travel 10%.

Skills/Requirements:

  • Four-year degree required
  • Extensive experience managing higher-education clients for an education-technology company required
  • 3-6 years technical account-management experience required
  • Expert in customer-relationship management, customer satisfaction and client retention
  • Exceptional communication skills, both verbal and written
  • Highly tech savvy (coursework in computer science is a strong plus, but not required)
  • Strong experience utilizing CRM, SFA and issue-tracking solutions for managing account-management activities. 

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Role

Operations

Experience Level

Mid Level

ShareStream Education

The ShareStream Video Platform—a turnkey media-management system, complete with digital rights management and access control—is tailored specifically to the unique needs of academic institutions, where streamlined content ingestion, massive-scale transcoding, accessibility, closed captioning and efficient publishing of media to online courses are paramount.

The ShareStream Platform includes:

  • Pick-n-Play, an easy-to-use video-learning solution for instructional and learner-generated content, available seamlessly within Learning Management Systems
  • ShareStream Capture, a native mobile app for recording, uploading and sharing media content
  • Analytics dashboards for media content that enable educators and trainers to glean insights on learner engagement.

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