Customer Success Manager – Education

Job title:

Customer Success Manager – Education

Company:

Kaltura

Job description

This is usKaltura’s (NYSE:KLTR) mission is to power any video experience for any organization – live, on-demand, or real-time. We not only want to make using video simpler, but we also want to better people’s lives through video. Founded in 2006, Kaltura is now a global leader in the video market with millions of people using our products daily to teach, learn, watch, connect, and collaborate. Among our customers, you’ll find more than 1000 global, well-known organizations.15+ years since starting the company, we continue to foster a diverse and collaborative work environment where everyone gets a say. Our team is currently 700+ people, and we’re still growing. We have offices in New York, London, Singapore, and Tel Aviv, but our technology is all in the cloud.Kaltura has a fast-paced environment where initiative is always encouraged. Together with our hybrid work model and flexible state of mind, you get the right conditions for creative juices to flow freely. Thanks to our long line of products, cultivation of rich collaborative culture and care for each Kalturian, you’ll never run out of room to grow and evolve.If you don’t meet 100% of the requirements below – that’s okay, nobody’s perfect! We believe in hiring people, not just a list of skills. We encourage you to apply if you think this is a role that would make you excited about coming to work every day.We are looking for a passionate Customer Success Manager (CSM) who will partner with and ensure the long-term success of our education customers.The CSM will be a key member of our Revenue team, reporting to a Customer Success Team Lead. The main responsibilities for this role are retaining, renewing, and growing a book of existing accounts across the United Kingdom and Europe by developing long-term relationships and connecting with key stakeholders and business executives.Responsibilities:· Become a trusted adviser and foster strong relationships at both tactical and executive levels with customers.

· Assure customer’s success with Kaltura’s product and services.· Help customers maximize the use of video and live streaming via a deep understanding of customer’s needs, Kaltura’s products and the Education market.· Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.· Communicate frequently with customers via business reviews, health calls and onsite visits.Renewals:· Negotiate and close contract renewals retaining and growing revenue while assuring on time execution.Retention:· Leverage the relationship as well as close monitoring of adoption and customer’s satisfaction to identify any churn risks.· Manage account escalations.· Define and execute a mitigation plan for customers in churn risk.Liaise:· Advocate customer needs/issues cross-departmentally.· Be the face of Kaltura to the customer and guide communication with different Kaltura departments – Product, Finance, Professional Services, Customer Support, etc.Strategic growth:· Proactively and methodically uncover opportunities to expand Kaltura’s footprint within existing customers across departments and use cases.· Lead, negotiate and close sales into existing customer base or work with an Account Executive to do so.Requirements:· 3+ years in a customer success or account management role for a SaaS solution.· Experience managing a book of business of over $500,000 Annual Revenue.· Ability to travel to Europe, 10-15% of the time to meet customers.· Experience managing 20+ accounts.· Experienced in being responsible for customer retention and renewal.· Experience managing pipeline, forecast, and executing sales process.· Basic knowledge of using Excel and PowerPoint, or similar tools· Salesforce and other Customer Success tool experience is a plus.· Experience in education technology is a plus.· Dutch language is a plus but not required

Expected salary

Location

London

Job date

Thu, 26 Sep 2024 22:48:12 GMT

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