Burning Glass

Client Success Specialist

US-MA-Boston
6 days ago
Job ID
2017-1030
# of Openings
1
Category
Operations: Prof Svc/Supp

Overview

About Burning Glass

Burning Glass Technologies is a leading labor market analytics provider whose SaaS solutions play a growing role in closing the skills gap and informing educational needs for the workforce. We provide researchers, policy makers, educators, and employers with detailed real-time awareness into labor-market demand. Burning Glass proudly serves a client base that spans six continents, including education institutions, government workforce agencies, academic research centers, global recruitment, staffing agencies, major employers, and leading job boards.

About the Position

The full-time Account Management position, based in our Boston headquarters, is responsible for client success with education and public-sector clients.  We are looking for someone passionate about engaging customers and expanding their use cases. You should be enthusiastic about providing solutions that address the challenges facing education institutions and workforce agencies. Your work should result in client retention and growth.

  • Understanding of higher education and confidence working with senior decision makers in college administrations
  • Outstanding interpersonal, written communication, and strong oral communication skills.  Strong presentation skills are a must.
  • Strong analytical and problem-solving skills for identifying client needs, developing solutions, and logically organizing complex information
  • Demonstrate excellent organizational and follow-up abilities
  • Strong relationship building ability
  • Ability to work proactively in a fast-paced environment

Responsibilities

  • Provide product demonstrations and trainings to clients
  • Meet with clients via phone, online meetings, and in some cases in-person.
  • Build long-term professional relationships
  • Own overall relationship with assigned clients, which include: onboarding, training, increasing adoption, ensuring retention, and satisfaction.
  • Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
  • Develop, prepare, and nurture customers for advocacy.
  • Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
  • Work to identify and/or develop upsell opportunities.

Qualifications

  • Prior experience in Customer Success or equivalent history of increasing customer satisfaction, engagement, and retention.
  • Proven ability to drive continuous value of SaaS product(s).
  • Familiarity working with labor market data and/ or clients in Human Capital Management/Education and Workforce.
  • Strong written and verbal communication skills.
  • Detail oriented, analytical, and organized.

Salary is competitive and commensurate with experience. 

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