Introduction to blithequark
At blithequark, we recognize the pivotal role that Customer Success plays in driving long-term success and profitability. Our Customer Success team is dedicated to ensuring customer satisfaction and deepening adoption of our products through consultative approaches, problem-solving, and providing resources and strategies that support customers as they grow with us. As a key member of this team, the Channel Customer Success Manager will bring the blithequark Customer Experience passion and perspective to our Channel partners and Value Added Resellers (VARs), fostering meaningful relationships and driving customer growth.
About the Role
The Channel Customer Success Manager is a unique role that combines elements of Customer Experience and Sales organizations. This exciting opportunity requires a deep understanding of how Sales teams operate across multiple cultures and languages, as well as expertise in Customer Experience and product knowledge. The successful candidate will be responsible for working with a portfolio of VARs and Channel Partners across the globe, developing and maintaining meaningful relationships, and providing CX and product expertise to drive customer success.
Key Responsibilities
- Working with a portfolio of Value Added Resellers (VARs) and Channel Partners across the globe as the key contact within the Customer Experience organization
- Developing and maintaining meaningful relationships with channel partners, Channel Account Managers, and internal key stakeholders
- Acting as a Channel Advocate, communicating important information to partners about product updates and company policies, and providing feedback to the product and engineering team on improving the platform and better solving customer challenges
- Developing an understanding of the business drivers and key challenges that VARs and Partners face, proactively offering insights and solutions to meet those needs through effective use of blithequark product and service offerings, promoting innovation and best practices
- Seeking to help partners and VARs drive adoption across the institutions they work with to improve customer learning outcomes using proven blithequark methods
- Retaining and maximizing revenue opportunities, including partner and customer renewals
- Enabling sales through strong collaboration with channel sales teams (CAMs)
- Continually growing in depth of product and industry knowledge, including education approaches and adoption strategies
- Supporting the Channel Services teams by monitoring implementations to ensure they are successful when onboarding a new customer or implementing a new product
- Supporting partners to track and report customer usage data
- Supporting partners to ensure that Support is set up and they understand how to utilize blithequark Support services
- Forecasting and awareness of all upcoming renewals, working with the renewals team to ensure customers are renewed on time
- Displaying a high level of maturity in relationships with partners, customers, and colleagues, growing the profile of Customer Success Management
- Consistently performing at the highest level – modeling exemplary practice in the ownership of customer adoption of our products, driving meaningful relationships with partners, and helping to deliver outstanding experiences
Essential Qualifications
- Empathy and a unique ability to understand customer and partner needs, explain complex issues in relatable terms, and adapt your tone according to the stakeholder
- Enthusiasm about education and technology with demonstrated technical aptitude
- Executive Presence - track record of networking and influencing an organization at multiple (senior) stakeholder levels
- Demonstrated ability to communicate, present, and influence credibly at multiple levels of an organization
- Ability to prioritize, multitask, and perform effectively under pressure
- Excellent interpersonal and eloquent writing skills; expertise in one or more Asian or European languages would be a bonus
- Flexibility with your working hours to work across multiple time zones
- A results-driven attitude, a bias for learning and sharing, and the ability to thrive in a fast-paced, high-growth, rapidly changing environment
- Experience working in higher education, K12, vocational education, or corporate training
- Minimum of 4 years of experience in Customer Success or account management in a SaaS company (ideally EdTech) with deep knowledge of SaaS products and services
- Familiarity with tools like Salesforce, Gainsight, JIRA, Tableau, and an interest in learning other internal tools
Preferred Qualifications
- Previous experience working with Channel partners and VARs in the EdTech industry
- Strong understanding of the education technology landscape and trends
- Proven track record of driving customer growth and retention through strategic partnerships
- Experience with data analysis and reporting tools to track customer usage and adoption
- Strong project management skills to support multiple implementations and onboarding processes
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Channel Customer Success Manager, you will have the opportunity to work with a talented team of professionals who are passionate about education and technology. You will also have access to ongoing training and professional development opportunities to help you stay up-to-date with the latest industry trends and best practices.
Work Environment and Company Culture
blithequark is a dynamic and fast-paced organization that values innovation, creativity, and collaboration. Our company culture is built on a foundation of respect, empathy, and open communication. We believe in fostering a positive and inclusive work environment that encourages employees to thrive and grow. As a member of our team, you will be part of a global community of professionals who are dedicated to making a positive impact in the education technology industry.
Compensation, Perks, and Benefits
blithequark offers a competitive compensation package that includes a salary, bonus, and benefits. We also provide a range of perks and benefits, including flexible working hours, remote work options, and professional development opportunities. Our goal is to provide a comprehensive rewards package that recognizes and rewards your contributions to our organization.
Conclusion
If you are a motivated and experienced Customer Success professional who is passionate about education and technology, we encourage you to apply for this exciting opportunity. As a Channel Customer Success Manager at blithequark, you will have the chance to make a real difference in the lives of our customers and partners, while also growing your career and developing your skills. Don't miss out on this opportunity to join our dynamic team and contribute to our mission of delivering outstanding customer experiences. Apply now to take the first step towards an exciting and rewarding career at blithequark.
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