Full-Time Customer Success Associate

• Manage the Instructure customer experience for all assigned customers
• Work collaboratively with Customer Success Managers, Sales, and Renewals to increase market share from existing account base and new business to business opportunities
• Act as liaison between the customer and Instructure, elevating concerns and growth opportunities to the Customer Success Manager
• Understand the customer’s vision and goals with the Instructure Learning Platform and monitor their success and risk accordingly
• Identifying trends, needs, and opportunities by customer base, region, state, and other characteristics to propose and assist with proactive messaging and resources to support customer growth
• Ensure data integrity standards are maintained in Gainsight and Salesforce as it relates to customer engagement tracking, product utilization, and playbook management
• Support Customer Success Managers as they prepare for strategic customer meetings with customers by generating reports and presentations
• Internal coordination of customer questions, requests and issue resolution.
• Develop and enable one:many digital campaigns and build response templates for frequently asked customer questions and communications
• Develop and execute action plans from feedback and survey data

• College degree (BS, BA, etc.)
• Exceptional communication skills both written and verbal
• Capacity to set correct expectations and manage issues to completion
• Ability to multitask and prioritize tasks in a changing environment
• Strong team mentality, utilizing internal and external resources strategically and judiciously
• Customer facing background within the software industry
• Demonstrated ability to solve problems and seek solutions
• Ability to work North America hours

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