Customer Success Manager

Founded in 2012 and named to the Inc. 5000 for the past four consecutive years, RedShelf is an award-winning EdTech company focused on helping organizations transition effortlessly to more affordable and efficient digital textbooks and learning content. Partnering with thousands of publishers, nearly half of all U.S. colleges, and countless businesses, we provide leading-edge digital course materials and an end-to-end Content Delivery System for effortlessly distributing those materials.

Job Summary: 

The Customer Success Manager is a mission-critical component of the RedShelf customer experience. RedShelf’s Customer Success team ensures that new customers are smoothly on-boarded through effective implementation planning, technical integrations, and exceptional communication. As part of this team, the Customer Success Manager is responsible for account retention by ensuring high-quality, prompt digital course availability, and by delivering exceptional customer service to enable account retention and growth. They demonstrate an ability to train not only peers but also Customers on RedShelf operational and technical functions. They also serve as support for other members of the Customer Success team.

Duties & Responsibilities: 

• Project manage accounts through the course materials lifecycle, ensuring information is collected internally and externally from appropriate parties to enable accurate timely availability of digital course materials.
• Partner with Red Shelf Account Executives to escalate and resolve issues.
• Responsible for efficient and accurate management of data and workflows to ensure a frictionless experience for RedShelf’s end users.
• Make recommendations for enhancements to communications, tools, capabilities and product lines to improve customer experience.
• Work individually with clients to ensure RedShelf has accounted for their specific needs while working within standard RedShelf processes.
• Train and support relevant internal and external stakeholders on using new and existing products, tools, and resources
• Work cross-functionally with internal and external teams to facilitate enhancements and provide actionable feedback regarding communications, tools, capabilities, processes, and product lines

• Prepare and chair Business Reviews on a quarterly basis for the external stakeholders
• Onboarding and integration maintenance for new and existing stakeholder schools that have selected RedShelf to deliver their digital course materials

Requirements:

• Bachelor's degree or commensurate work experience
• Proficient in Microsoft Office and/or Google Suite applications with a concentration on spreadsheet skills
• Exceptional attention to detail
• Ability to troubleshoot and solve complex issues quickly and efficiently 
• Demonstrated experience working with clients to deliver successful outcomes
• Excellent written and verbal communication skills
• Comfortable working both independently and as part of a team
• Ability to organize and deliver multiple ongoing projects with different stakeholders, seeking input on prioritization 
• Comfortable initiating and leading meeting with Campus Partners via video conferencing or in person
• Travel approximately 15% 

Other Desirable Skills/Experience:

• 3 - 5 years’ experience in dynamic customer focused role
• Proven relationship building skills
• Data management / entry experience in fast-paced, high-stakes environment is ideal
• Knowledge and appreciation of the advances in higher educational software, course materials, and digital publishing is a plus
• Background and/or experience in educational technology and/or publishing
• Experience using CRM and project management software tools
• Comfort and/or experience in a fast-paced, growing environment
• Self-sufficient and highly motivated, self-directed and possesses high energy and a passion for RedShelf

Why RedShelf? 

RedShelf prides itself on maintaining an informal but fast-moving, hard-working, entrepreneurial culture. Our team members are smart, innovative, and passionate about improving education through digital technology. 

We offer the best of both worlds: the energy and opportunity of a rapidly-growing organization, coupled with the stability of an extensive client base, strong financial backing, and proven track record of success. In addition to a forward-thinking environment with ample opportunity for professional and personal growth, our team members enjoy competitive compensation and benefit packages. 

RedShelf is an Equal Opportunity Employer. Women, people of color, individuals with a disability, veterans, and others who would enrich the diversity of RedShelf are encouraged to apply.