Job Title:                     Relationship Manager (SE United States Region)

Department:               Customer Success

Reports To:                 Head of Customer Success

FLSA Status:               Exempt

SUMMARY

The Customer Success Manager (CSM) plays a crucial role in fostering customer advocacy and satisfaction by building strong, trusted relationships with decision-makers and key stakeholders. They are dedicated to understanding the unique needs of each customer and ensuring that those needs are met through the optimal use of Vernier solutions. By working closely with customers, the CSM drives achievement of desired outcomes, ensuring customers obtain value, renew, and grow. The CSM is responsible for identifying opportunities to provide solutions for new and existing customers, managing the end to end sales process.

Key responsibilities include:

Customer Advocacy: Championing customer interests and needs within our organization, ensuring the voice of the customer is heard, and their objectives are prioritized.

Relationship Building: Serve as a trusted advisor by providing insights, market trends, and best practices.Developing and nurturing strong relationships with decision-makers and stakeholders within the district or organization to foster loyalty and long-term partnerships.

Utilization Maximization: Actively working to ensure districts use Vernier solutions to their fullest potential, helping customers integrate and leverage these tools effectively for their specific needs.

Proactive Support: Regularly checking in with customers through meetings, calls, and reviews to assess satisfaction, uncover new needs, and ensure ongoing success.

Training and Education: Guiding clients through the onboarding process to ensure successful implementation of Vernier solutions. Promoting the use of professional development resources, enabling customers to fully understand and utilize Vernier solutions to drive successful outcomes. Ensure clients are aware of new products, services, or features that may benefit them.

Sales and Revenue Growth: Identify opportunities for upselling, cross-selling, and expanding service offerings. Develop and implement strategies to retain existing clients and secure new clients.

New Business Development:

• Identify, research, and target prospective clients within assigned territories or verticals.
• Generate leads through cold calling, networking, and leveraging referrals.
• Conduct discovery calls and presentations to demonstrate how our solutions address client needs.

Cross-Selling into Existing Accounts:

• Build and nurture relationships with current clients to understand their evolving needs.
• Identify opportunities to expand product/service adoption within existing accounts.

Sales Process Management:

• Manage the end-to-end sales process, including proposals, contract negotiations, and closing deals.
• Accurately forecast and track pipeline activity in the CRM system.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Relationship building: Build and nurture long-term, trusting relationships with key decision-makers and influencers.
• Account management: Serve as the primary point of contact within customer accounts to proactively understand needs, address concerns, and ensure timely delivery of services to achieve desired outcomes.
• Needs analysis: Understand client needs and goals to tailor Vernier solutions to meet customer goals.
• Sales Acumen: Strong understanding of sales strategies and the ability to identify opportunities to grow accounts by recommending additional products or services that address customer needs.
• Project management: Identify goals and evaluation metrics, design implementation plans, timelines, and resources to achieve identified customer outcomes.
• Customer education: Provide ongoing support, ensuring customers have the tools and resources they need to successfully utilize Vernier solutions.
• Customer feedback: Gather feedback from customers to inform product development and improve the overall customer experience.
• Communication and interpersonal skills: Ability to communicate verbally and in writing at all levels in the customer organization (school and district administrators, cabinet, and superintendent).
• Collaboration and Strategy: Partner with marketing and product teams to refine sales strategies and create tailored value propositions.
• Passion for supporting the delivery of quality experiences that promote science education.
• Ability to travel up to 65%
• Provides stellar customer service by maintaining professional working relationships with internal and external customers. Is able to work across the marketing team and collaborate with other teams within the company to ensure successful campaigns and events.
• Maintains regular and punctual attendance in accordance with scheduled work hours.
• Works independently under limited supervision. Relies on extensive experience and judgment to plan and accomplish goals. A wide degree of creativity and latitude is expected.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

EDUCATION and/or EXPERIENCE:

Master’s degree (M.A.) or equivalent; or four to ten years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read, analyze, and interpret common scientific and technical journals, financial reports and legal documents.  Ability to respond to common inquiries or complaints from customers, regulatory agencies or members of the business community.  Ability to write speeches and articles for publication that conform to prescribed style and format.  Ability to effectively present information to top management, public groups and/or boards of directors

MATHEMATICAL SKILLS

Ability to apply advanced mathematical concepts such as exponents, logarithm, quadratic equations and permutations.  Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory and factor analysis.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit, use hands to finger, handle, or feel, and reach with hands and arms. The employee is occasionally required to stand and walk, stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 25 pounds.  

Ability to travel by up to 65%.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate. 

Vernier Science Education is an equal opportunity and affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.