Job Information
Massachusetts Institute of Technology Customer Success Manager in Cambridge, Massachusetts
Customer Success Manager
Job Number: 24250
Functional Area: Customer Relations/Service
Department: Open Learning, Horizon
School Area: Office of Provost
Employment Type: Full-time (Hybrid)
Employment Category: Exempt
Visa Sponsorship Available: No
Schedule: M-F
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Job Description
CUSTOMER SUCCESS MANAGER, Open Learning-MIT Horizon, to manage--under minimal supervision--a portfolio of complex partnerships with senior leaders at large government entities. MIT Horizon (https://horizon.mit.edu/) is a continuous education resource for enterprises looking to upskill their workforce on emerging and disruptive technologies. Will ensure the overall success and satisfaction of partners by helping them realize the full value of the MIT Horizon product, foster these relationships to turn them into Horizon champions, and collaborate with all of Horizon’s major business functions. Responsibilities include collaborating with internal and external teams on technical discovery, strategic planning, program launch, asset development, weekly communications, and group outreach; supporting new business opportunities in partnership with Horizon sales team and building relationships with key stakeholders; establishing roadmaps and workplans with various government organizations/groups to grow user base, drive product adoption, and realize impact; acting as central point of contact for any technical integration requirements and coordinating with government resources, contractors, and third-party vendors; overseeing all commercial expansions and renewals for a portfolio of MIT Horizon customers within federal agencies and manage all contracting; proactively identifying account risks and developing mitigation plans and coordinating activities both internally and externally with customers; and identifying opportunities to optimize and improve customer success workflows and tools to better serve customers. A full job description is available here (https://openlearning.mit.edu/jobs) .
Job Requirements
REQUIRED: bachelor's degree and at least five years of relevant experience, preferably in a customer service field. PREFERRED: account management or customer success experience in a software as a service (SaaS) environment, and experience working for or with federal agencies and/or the Department of Defense. Job #24250-9
Salary range: $85,000 - 90,000, final salary determined by MIT’s compensation team based on the skills and experience of the person hired Employment is contingent upon the completion of a satisfactory background check. 7/24/24