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The Inside Sales and Customer Success Associate role is a full-time position that will support Gray’s sales and customer success teams. The Associate will call prospective clients and schedule and attend appointments with a member of the sales team. They will do initial and ongoing training, educate customers on best practices, monitor usage, and track the overall health of customer accounts.

In this role, the Inside Sales and Customer Success Associate will work with cross-functional internal teams to improve the entire customer experience. This position will report to the Vice President of Sales. Specific responsibilities will include:

  • Place outbound calls in order to connect with prospective clients
  • Email current & potential clients, including the development of custom emails, tailored to the institution and the prospect’s role
  • Set appointments for the sales team
  • Keep current and accurate records in Hubspot (Gray’s CRM system)
  • Build and maintain strong, long-lasting client relationships, including trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors
  • Develop new business with existing clients
  • Identify opportunities to improve our services and sales processes and increase sales
  • Proactively monitor platform usage
  • Further the value of products and services through direct communication with customers and an understanding of their measurable results, business objectives and challenges
  • Manage at-risk accounts by proactively monitoring usage and addressing account health issues
  • Work with customers to develop case studies and referrals
  • Increase customer revenue retention and uncover revenue growth opportunities

Skills Required:
  • Eager and able to master and explain a complex system
  • The energy and polite persistence required to make calls and set appointments
  • Basic knowledge of sales and sales best practices
  • Customer service experience
  • Data entry and analysis
  • Effective written and verbal communication–clear, polite, and reasonably grammatical
  • Organization and time management
  • Self-starter, able to work independently with minimal oversight
  • Proficient in Microsoft Office Suite
  • Able to quickly learn to use a CRM
  • Comfortable speaking with contacts at all levels (President, Provost, VP of Finance, Director, faculty, and staff)
  • A passion for technology and an aptitude for simplifying and explaining complex technical issues
  • Interest in higher education, including trade schools, colleges, and universities
  • Experience at a B2B technology, data analytics or SaaS company preferred, but not required
  • Empathy for our customers, and a "big picture" perspective of customer success - including its impact on revenue, retention, marketing, and the customer's mission
  • A problem solver with a keen ability to anticipate issues before they "become issues"
  • The desire to work cross-functionally with your peers to accomplish common objectives

  • BA/BS degree minimum preferred, Associate’s considered

Longer-term, a successful Associate will have two options to advance. They may choose to become a full-time Sales Associate, responsible for new business and renewals in an assigned territory. Or they may choose to be a full-time member of the Customer Success team.

To apply to the position please sent your resume and cover letter to

About Gray Associates
Gray Associates, Inc. is a data analytics, software, and strategy consulting firm focused on higher education.  We help colleges and universities develop data-informed academic program strategies that maximize outcomes for students, institutions, and their constituencies.  Our subscription software helps clients evaluate academic program portfolios, analyze competition, and assess employer needs.  Beyond our software offerings, we provide strategic research and consulting support to colleges and universities.