Edtech.com's Summary

MasterClass is hiring an Enterprise Customer Success Manager (TEMP). This position requires increasing customer retention through regular check-in calls, managing post-sales activity, and strategically planning deployment and engagement programs. The role involves strong relationship-building, addressing product improvement requests, and serving as a customer advocate.

Highlights

Main responsibilities include boosting customer retention and managing post-sales activities.
Requires 5-6 years of Customer Success/Account Management experience, L&D experience is a plus.
Strong communication skills and technical aptitude are essential.
Hourly compensation ranges from $53-$73 USD.
Position is estimated for a 6-month term.
Bachelor's degree preferred.

Enterprise Customer Success Manager (TEMP) Full Description

Who we are:

MasterClass is the streaming platform where the world’s best come together so anyone, anywhere, can access and be inspired by their knowledge and stories. We put you in the room with the creators, thinkers, makers and leaders who have changed the world, so that you can change yours.

Members get unprecedented access to 150+ instructors and classes across a wide variety of fields, including Arts & Entertainment, Business, Design & Style, Sports & Gaming, Writing and more. Step into Nas’ recording studio and Gordon Ramsay’s kitchen, and go behind the big screen with James Cameron. Design your career with Elaine Welteroth, get ready to win with Lewis Hamilton, perfect your pitch with Shonda Rhimes and discover your inner negotiator with Chris Voss.

MasterClass at Work provides powerful, flexible training solutions featuring the lived experiences and insights from the world’s top experts. We empower employees from the field to the boardroom to drive real business impact.

Responsibilities of the role:

We are looking for a proactive, innovative, self-starter who wants a hands-on role in growing our MasterClass at Work business. This person will ideally have a unique mix of business skills and experiences to:

Increase customer retention by conducting regular check-in calls for tactical items and performing strategic business reviews for alignment of objectives and outcomes
Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
Manage all post-sales activity for top customers through strong relationship-building, product knowledge, planning, and execution
Ensure that a plan is in place with each customer for deployment, engagement programs, and future renewal conversations
Track accounts to identify churn risk and work actively to eliminate that risk
Work closely with Product and Engineering on the identification and tracking of product improvement requests and bugs
Function as the customer advocate and provide internal feedback on how we can better serve our enterprise customers

Requirements:

5-6 years prior account Customer Success/Account Management experience
- L&D or Learning Technologies experience is a plus
Self-motivated, proactive teammate with innovative ideas to inspire customer loyalty and adoption
Understanding of learning within a business environment and how companies build learning programs
Strong communication skills and technical aptitude
Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
Enjoys working closely with customers to ensure complete satisfaction
A self-starter who takes the initiative to get things done
Bachelor's degree preferred

Compensation

Hourly Range: $53-$73 USD

This is an estimated 6-month term

The hourly range listed is for NYC/CA/WA. Our company has a location-based strategy, which means the disclosed range estimate has not been adjusted for any applicable geographic differential associated with the location where the position may be filled.

At MasterClass, we believe we put our best work forward when our employees bring together ideas that are diverse in thought. We are proud to be an equal opportunity workplace and are committed to equal employment opportunity regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or any other characteristic protected by applicable federal, state or local law. In addition, MasterClass will provide reasonable accommodations for qualified individuals with disabilities. If you have a disability or special need, we would like to know how we can better accommodate you.

Original Job Description

Who we are:

Responsibilities of the role:

Increase customer retention by conducting regular check-in calls for tactical items and performing strategic business reviews for alignment of objectives and outcomes
Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
Manage all post-sales activity for top customers through strong relationship-building, product knowledge, planning, and execution
Ensure that a plan is in place with each customer for deployment, engagement programs, and future renewal conversations
Track accounts to identify churn risk and work actively to eliminate that risk
Work closely with Product and Engineering on the identification and tracking of product improvement requests and bugs
Function as the customer advocate and provide internal feedback on how we can better serve our enterprise customers

Requirements:

5-6 years prior account Customer Success/Account Management experience
- L&D or Learning Technologies experience is a plus
Self-motivated, proactive teammate with innovative ideas to inspire customer loyalty and adoption
Understanding of learning within a business environment and how companies build learning programs
Strong communication skills and technical aptitude
Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
Enjoys working closely with customers to ensure complete satisfaction
A self-starter who takes the initiative to get things done
Bachelor's degree preferred

Compensation

Hourly Range: $53-$73 USD

This is an estimated 6-month term

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Enterprise Customer Success Manager (TEMP)

Edtech.com's Summary

Enterprise Customer Success Manager (TEMP) Full Description

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