Company Summary
Are you passionate about operational excellence, innovation, and leading teams in a dynamic environment? If so, we are excited to meet you!
We’re Honorlock, the leading online proctoring solution supporting over 450+ institutions and businesses in the education space. With a growing team, cutting-edge technology, and strong funding, we’re transforming the education space by enabling secure and accessible testing experiences for millions.
Who We Are
At Honorlock, we combine live proctoring with advanced AI to safeguard exam integrity while providing an exceptional experience for test-takers. Rated the #1 online proctoring service on G2, we empower institutions to expand their offerings, enhance learning, and achieve better outcomes. We are passionate about innovation, customer satisfaction, and building a team that supports educational opportunities for all.
About the Role
The Senior Professional and Corporate Education Customer Success Manager will be responsible for ensuring the success and satisfaction of Honorlock's clients by providing technical guidance, support, and solutions. This role involves working closely with customers to understand their needs, troubleshoot issues, and ensure they fully utilize and benefit from Honorlock's services. The ideal candidate will possess a strong technical background, and a proactive, strategic mindset with a passion for customer success and a knack for solving complex problems.
Travel Requirement: Willingness and ability to travel, at least 35-40% of the year, including overnight stays when necessary.
Key Responsibilities
- Customer Onboarding, Technical Implementation and Adoption:
- Support the onboarding process for new customers, ensuring a smooth and efficient technical implementation of Honorlock's solutions.
- Conduct training sessions and workshops to educate customers on the features and functionalities of the platform to drive adoption.
- Develop and maintain comprehensive documentation and resources to assist customers with implementation, adoption and usage.
- Technical Support and Troubleshooting:
- Provide expert-level technical support to customers, resolving complex issues and ensuring timely resolution.
- Diagnose and troubleshoot technical problems, working closely with the engineering and development teams as needed.
- Monitor system performance and proactively identify potential issues to prevent disruptions to customer experience.
- Customer Relationship Management:
- Build, develop and maintain deep relationships with customers and key stakeholders, acting as the primary point of contact.
- Understand customers' business goals and objectives, and provide strategic guidance on how Honorlock's solutions can meet their needs.
- Support regular Honorlock check-ins and reviews with customers to ensure their ongoing satisfaction and success.
- Product Feedback and Improvement:
- Gather and document customer feedback, identifying trends and areas for improvement in the product.
- Collaborate with the Product, Sales and Support teams to communicate customer needs and influence the product roadmap.
- Support clients in beta testing solutions and provide feedback on new features and updates.
- Reporting and Analytics:
- Track and report on key customer success metrics, such as adoption rates, usage patterns, and customer satisfaction.
- Develop and present regular reports to internal stakeholders, highlighting customer success stories and areas for improvement.
- Leadership
- Ownership of key projects with organizational impact
- Will handle more critical or escalated customer issues, often working on more intricate or technical problems and proposing solutions that impact broader customer success initiatives
- Involved in long-term strategy, advising on customer success initiatives and process improvements, and occasionally participating in high-level business decisions
Required Skills & Qualifications
- Bachelor's degree in Computer Science, Information Technology, Business, or a related field.
- 5+ years of experience in a technical customer success, technical support, or a similar role.
- Strong technical background with experience in software implementation, troubleshooting, and support.
- Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical audiences.
- Ability to work independently and as part of a team.
- Proven ability to manage multiple priorities and projects simultaneously.
- Experience with customer success tools and platforms is a plus.
- Knowledge of the educational technology sector and online proctoring solutions is a plus.
- Experience in Professional/Corporate Education strongly preferred.
- Travel Expectation: 35-40% of the year.
Base Salary: $115,000.00 - $125,000.00 annually
Variable Compensation: $35,000.00 (performance-based)
Why Join Honorlock?
At Honorlock, you will play a pivotal role in shaping the future of online education while growing your career. Our innovative platform, collaborative team culture and dedication to excellence create an environment where your ideas and leadership will have a lasting impact. Join us and help improve educational opportunities for millions worldwide!
- Unlimited PTO
- Remote-first company
- Choice of company-issued laptop
- Healthcare benefits
- Company matched 401k