Law School Client Success Manager

BARBRI is seeking a team member who will demonstrate continuous success in delivering partner/customer satisfaction, growth, and retention through Account Management activity in a higher education or professional services sector. 

Significant account management and/or customer success experience and a demonstrable record of over performance in the higher education field where learning tools are provided as a service is imperative. Knowledge of the legal field and curriculum is essential. 

A high premium will be placed on the successful record of delivering forecast outcomes by managing multiple accounts with varying degrees of size and complexity. Also essential are the abilities to think strategically and engage tactically with our clients and internal stakeholders to deliver customer satisfaction. 

You must have a bias for action, for growth in sales and profit, and an affinity for working cross functionally; must be decisive and a problem solver and work effectively under pressure. Must know how to align in the box solutions to a win-win customer outcome.

Primary Responsibilities:

• Drive customer outcomes, product adoption/usage, and customer experience:
  • Lead the implementation process and full lifecycle with each partner.
    
  • Influence future lifetime value through product usage, customer satisfaction, relationship building, and overall health scores.
    
  • Reduce churn and drive growth through greater advocacy and reference ability.

• Collaborate cross-departmentally to execute and deliver partner success with the products/content/curriculum/etc purchased.

• Create and execute specific account management plans for assigned accounts that deliver revenue at or above budget.

• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement.
  • Including but not limited to, Health Scores and other indicators of partner satisfaction and adoption.

• Develop significant and trusted relationships with influencers and decision makers across the whole institution with a focus on consultatively exploring and developing new opportunities to upsell from the BARBRI Law School solution set.

• Work collaboratively with BARBRI subject area domain experts to develop and/or sustain new and renewal revenue opportunities within each account.

Requirements and Skills:

• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning.
• Experience supporting teaching and learning online resources to university support staff, and academic and executive university leadership.
• Demonstrated progressive experience leading customer success, account management, or sales activities. Professional services experience is a plus.
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Proficiency in visualizing and negotiating solution configurations.
• Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
• Cross-functional collaboration—exceptional ability to know when and how to work with internal colleagues to achieve a positive team outcome.
• The individual possesses a fundamental knowledge of financial reporting and data analytics.
• The individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
• The individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
• Adaptability—the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
• Dependability—the individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.
• Oral communication—the individual speaks clearly and persuasively in positive or negative situations.
• Written Communication—the individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.
• Cross Cultural Competence–the individual has the knowledge, skills, and abilities to work effectively in cross-cultural environments.
• Communication/Interpersonal Skills- Ability to work in cross-functional teams. Ability to work well in groups and across functions. Excellent written and verbal communication skills. Able to present recommendations and plans to senior management and key customer representatives with poise and professional effectiveness.
• Computer Skills-to perform this job successfully, an individual should have knowledge of Word Processing, Spreadsheet, and presentation software and be able to effectively use the Internet and Email.
• Experience of operating a CRM system is preferred.

Education/Experience:

• JD strongly preferred. Bachelor’s in business or related field.
• 5+ years of experience leading customer success managers, account management, or sales teams. Supporting and/or selling legal education, continuing education and/or higher education where the primary consumer is an adult learner, in a high paced, competitive environment.

Thrive Beyond the Basics: Our Perks Package

We believe your dedication deserves more than just a paycheck. That's why we offer a comprehensive perks package designed to support your well-being and fuel your passions. Here's a taste of what awaits you:

• Competitive Benefits: Health, dental, vision, and life insurance plans to keep you and your loved ones covered. Plus, a healthy contribution to your 401(k) retirement savings.
• Work-Life Harmony: We prioritize a healthy balance. Enjoy generous paid time off, including vacation, sick leave, volunteer and other "personal" days, to recharge and explore your interests.
• Wellness Programs: Stay healthy and happy with an on-site fitness facility in our HQ, discounts on gym memberships, and wellness initiatives to support your physical and mental well-being.
• Continuous Learning Opportunities: As an education company, we believe in the power of learning. Access our extensive library of educational resources, courses, and workshops to enhance your skills and knowledge in both professional and personal development areas.
• Flexible Work Arrangements: We understand the importance of work-life balance. Enjoy flexible work hours and remote work options, allowing you to manage your schedule and responsibilities effectively.
• Opportunities for Growth and Advancement: We're committed to helping you reach your full potential. Benefit from opportunities for career growth and advancement through mentorship programs, volunteer opportunities, performance evaluations, and ongoing feedback/coaching sessions.
• Employee Assistance Program: Life can be unpredictable, and we're here to support you through challenging times. Access our employee assistance program for confidential counseling, legal assistance, and other support services.
• And More!

At Barbri, we believe that investing in our employees leads to mutual success. Join us and be part of a passionate team dedicated to transforming education through innovative technology.

Barbri is an equal opportunity employer and is committed to diversity, equity, and inclusion in the workplace. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

We believe that diversity fosters creativity, innovation, and success. We are dedicated to creating an inclusive environment where all employees feel valued, respected, and empowered to contribute their unique perspectives and talents.

Qualified applicants will receive consideration for employment without regard to their race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. 

Join us in our mission to empower individuals through education and technology. We welcome candidates from all backgrounds to apply and help us build a diverse and inclusive workforce.