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As a Customer Success Manager, you will drive customer adoption of Gray’s key products and services. You will strategically monitor the overall health and well-being of your accounts and educate customers on best practices for implementation and product use. You will work cross-functionally with our sales team on revenue expansion and renewal opportunities as well as our product & technology team on providing user experience feedback to our development team.

Accountability & Impact: In this role, you will...Drive product adoption for a portfolio of 70+ accounts by implementing Gray's customer engagement plan. Set up new customers with Gray Software and provide basic training. 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. Anticipate customer needs and potential issues in a way that enables the customer to take a proactive approach to their program needs and mission initiatives.vcManage at-risk accounts by proactively monitoring and addressing account health issues.vCreate and maintain a community of institutional knowledge that benefits your colleagues and customers. Work with customers to develop case studies and referrals. Increase customer revenue retention and uncover revenue expansion opportunities

What You Bring to the Role: 2+ years in a customer-facing role. Prior experience in a Customer Success or Account Management role preferred but not required . Comfortability speaking with contacts at all levels of executives (Presidents, Provost,VP of Finance, Director, and all levels of leadership). A passion for technology and an aptitude for simplifying and explaining complex technical issues. 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". A self-directed, lifelong learner that takes a proactive approach to your own professional development. The desire to work cross-functionally with your peers to accomplish common objectives. Ability to work independently . Strong written and verbal communication. Strong Microsoft Office skills, especially Excel and PowerPoint.. A strong work ethic and can-do attitude

What you will be measured on:
  • Revenue Retention
  • Customer Product Expansion
  • Net Promoter Score

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

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.