HonorLock
Professional & Corporate Education, Customer Success Manager
Edtech.com's Summary
Honorlock is hiring a Professional & Corporate Education Customer Success Manager. The role focuses on ensuring client success by providing technical guidance, supporting onboarding, troubleshooting issues, and maintaining strong customer relationships to maximize the use of Honorlock’s online proctoring solutions.
Highlights
- Manage customer onboarding, technical implementation, and platform adoption.
- Provide expert-level technical support and troubleshoot complex issues.
- Build and maintain strong relationships with customers as the primary technical contact.
- Gather customer feedback to influence product development and participate in beta testing.
- Track and report on customer success metrics and present findings to stakeholders.
- Require a bachelor’s degree in Computer Science, IT, or related field and 5+ years in technical customer success or support.
- Strong technical background with software implementation and troubleshooting experience.
- Preferred experience in Professional/Corporate Education and educational technology sector.
- Willingness to travel 35-40% annually, including overnight stays.
- Compensation includes a base salary of $100,000 to $110,000 plus $25,000 performance-based variable pay.
Professional & Corporate Education, Customer Success Manager Full Description
Professional & Corporate Education, Customer Success Manager
Job Category: Customer Success
Requisition Number: PROED001082
Full-Time
Remote
Nationwide Remote
Boca Raton, FL 33308, USA
Job Details
Description
Company Summary
Are you passionate about operational excellence, innovation, and leading teams in a dynamic environment? If so, we are excited to meet you!
We’re Honorlock, the leading online proctoring solution supporting over 450+ institutions and businesses in the education space. With a growing team, cutting-edge technology, and strong funding, we’re transforming the education space by enabling secure and accessible testing experiences for millions.
Who We Are
At Honorlock, we combine live proctoring with advanced AI to safeguard exam integrity while providing an exceptional experience for test-takers. Rated the #1 online proctoring service on G2, we empower institutions to expand their offerings, enhance learning, and achieve better outcomes. We are passionate about innovation, customer satisfaction, and building a team that supports educational opportunities for all.
At Honorlock, we combine live proctoring with advanced AI to safeguard exam integrity while providing an exceptional experience for test-takers. Rated the #1 online proctoring service on G2, we empower institutions to expand their offerings, enhance learning, and achieve better outcomes. We are passionate about innovation, customer satisfaction, and building a team that supports educational opportunities for all.
About the Role
The Professional and Corporate Education Customer Success Manager will be responsible for ensuring the success and satisfaction of Honorlock's clients by providing technical guidance, support, and solutions. This role involves working closely with customers to understand their needs, troubleshoot issues, and ensure they fully utilize and benefit from Honorlock's services. The ideal candidate will possess a strong technical background, excellent communication skills, and a passion for helping customers succeed.
Travel Requirement: Willingness and ability to travel, at least 35-40% of the year, including overnight stays when necessary.
Key Responsibilities
- Customer Onboarding, Technical Implementation and Adoption:
- Support the onboarding process for new customers, ensuring a smooth and efficient technical implementation of Honorlock's solutions.
- Conduct training sessions and workshops to educate customers on the features and functionalities of the platform to drive adoption.
- Develop and maintain comprehensive documentation and resources to assist customers with implementation, adoption and usage.
- Technical Support and Troubleshooting:
- Provide expert-level technical support to customers, resolving complex issues and ensuring timely resolution.
- Diagnose and troubleshoot technical problems, working closely with the engineering and development teams as needed.
- Monitor system performance and proactively identify potential issues to prevent disruptions to customer experience.
- Customer Relationship Management:
- Build and maintain strong relationships with customers, acting as the primary point of contact for technical inquiries.
- Understand customers' business goals and objectives, and provide strategic guidance on how Honorlock's solutions can meet their needs.
- Support regular Honorlock check-ins and reviews with customers to ensure their ongoing satisfaction and success.
- Product Feedback and Improvement:
- Gather and document customer feedback, identifying trends and areas for improvement in the product.
- Collaborate with the product development team to communicate customer needs and influence the product roadmap.
- Support clients in beta testing solutions and provide feedback on new features and updates.
- Reporting and Analytics:
- Track and report on key customer success metrics, such as adoption rates, usage patterns, and customer satisfaction.
- Develop and present regular reports to internal stakeholders, highlighting customer success stories and areas for improvement.
Required Skills & Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 5+ years of experience in a technical customer success, technical support, or a similar role.
- Strong technical background with experience in software implementation, troubleshooting, and support.
- Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical audiences.
- Proven ability to manage multiple priorities and projects simultaneously.
- Experience with customer success tools and platforms is a plus.
- Knowledge of the educational technology sector and online proctoring solutions is a plus.
- Experience in Professional/Corporate Education strongly preferred.
- Travel Expectation: 35-40% of the year.
Base Salary: $100,000.00 – $110,000.00 annually
Variable Compensation: $25,000.00 (performance-based)
Why Join Honorlock?
At Honorlock, you will play a pivotal role in shaping the future of online education while growing your career. Our innovative platform, collaborative team culture and dedication to excellence create an environment where your ideas and leadership will have a lasting impact. Join us and help improve educational opportunities for millions worldwide!
- Unlimited PTO
- Remote-first company
- Choice of company-issued laptop
- Healthcare benefits
- Company matched 401k
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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