ACCUPLACER Customer Success Manager

ACCUPLACER Customer Success Manager

College Board – AP&I Division 

Location: This is a fully remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office).

Type:

• This is a full-time position

About the Team 

The ACCUPLACER and CLEP team is responsible for the development, delivery and customer experience of two digital assessment programs that serve a diverse group of high school, college, and adult students. Both programs strive to serve students wherever they are on their educational journey, regardless of what path they took to get there. The ACCUPLACER program includes a series of digital assessments that evaluate students’ skills in reading, writing, and math. It helps colleges and workforce training providers gauge student readiness for required coursework and identify areas where students may need additional support to succeed.

About the Opportunity  

You will be responsible for a variety of outreach and implementation activities for the ACCUPLACER program, including helping new users get started with ACCUPLACER and ensuring that existing users have the knowledge and support they need to get the most from their experience with the program. In addition to training, problem solving, and helping users at K-12 and higher education institutions design their testing programs, you will develop strong relationships with customers to enhance user satisfaction, consult on best practices, and grow ACCUPLACER usage. Additionally, you will cultivate a deep understanding of the ACCUPLACER assessment platform and related digital assets, serving as a subject matter expert to support both internal colleagues and external stakeholders.

In this role you will:

Provide exceptional account management and customer support (50%)

• Help new customers get started with ACCUPLACER, assisting with setup and customization, and ensuring that they follow through to place orders and administer tests.

• Manage new and existing ACCUPLACER accounts, assisting customers with navigating ACCUPLACER offerings and growing their use of the program and its tools.

• Provide expertise, best practices, policy information, implementation strategies and other information related to ACCUPLACER assessments to ensure a positive customer experience.

• Travel to customer sites as needed and manage ongoing follow-up and retention activities (via phone, email, webinar, etc.) to ensure that customer needs are addressed.

• Ensure high levels of customer satisfaction and high rates of retention among existing ACCUPLACER users.

• Exhibit strong working knowledge of all College Board programs, coordinating with other College Board staff to educate existing and potential clients on other College Board products and services that add value to the relationship.

Deliver virtual and in-person trainings (20%)

• Develop or support the development of various training materials, including presentations, implementation guides, and other customer-facing resources.

• Deliver virtual and in-person trainings to support customer implementations and guide the rollout of new features or policies.

• Serve as the program expert supporting ACCUPLACER-related trainings delivered by vendors.

Represent the ACCUPLACER program at various meetings and conferences (20%)

• Submit proposals and deliver presentations for various state, regional, and national conferences, increasing awareness and usage of ACCUPLACER offerings.

• Represent ACCUPLACER at key customer meetings, either independently or in support of other team members.

• Serve as the internal ACCUPLACER program subject matter expert, fielding questions from Operations staff, regional field teams, and other colleagues from across the organization.

Support product planning and technology development (10%)

• Contribute to the overall strategy and planning process by providing market intelligence related to customer needs, product enhancements, and growth strategies. 

• Participate in user acceptance testing to ensure that new technology features and functionality meet the defined acceptance criteria and associated customer needs.

• Maintain working knowledge of competing products and competitors and provide regional and program team staff with this information.

• Assume other special responsibilities as needed.

 About You 

You have: 

• At least 5-7 years’ experience managing customers or supporting customer implementation and success outcomes

• Experience with digital testing or other technology implementation in a K-12 or higher ed environment

• Ability to set customer expectations and manage difficult conversations (i.e., product changes and price increases, while still maintaining client relationships)

• Strong organization and prioritization skills and the proven ability to move forward multiple projects in concert, both independently and as a member of the team   

• Adept problem-solving skills, including using data to inform decisions and actions   

• Excellent verbal and written communication skills, including facilitating meetings and presenting remotely and in-person to groups of 30 or more  

• Proven ability to build relationships and influence others to action 

• A passion for supporting educational and career opportunities for all students, regardless of where they are on their educational journey or the path they took to get there   

• Excellent PowerPoint and Word skills and basic Excel skills 

• Ability to travel up 30% of the time

• Bachelor’s degree (preferred)

• Authorization to work in the United States

About Our Process 

• Application review will begin immediately and will continue until the position is filled 

• While the hiring process may vary, it generally includes: resume and application submission, recruiter phone/video screen, hiring manager interview, performance exercise, a panel interview, a conversation with leadership and reference checks.  

About Our Benefits and Compensation

College Board offers a competitive benefits and compensation program that attracts top talent looking to make a difference in education. As a self-sustaining non-profit, we believe in compensating employees equitably in relation to each other, their qualifications, their impact, and the relevant market.

The hiring range for a new employee in this position is $48,000 to $90,000. College Board differentiates salaries by location so where you live will narrow the portion of this range in which you can expect a salary.

Your salary will be carefully determined based on your location, relevant experience, the external labor market, and the pay of College Board employees in similar roles. College Board strives to provide our best offer up front based on this criteria.

Your salary is only one part of all that College Board offers, including but not limited to:  

• A comprehensive package designed to support the well-being of employees and their families and promote education. Our robust benefits package includes health, dental, and vision insurance, generous paid time off, paid parental leave, fertility benefits, pet insurance, tuition assistance, retirement benefits, and more

• Recognition of exceptional performance through annual bonuses, salary growth over time through market increases, and opportunities for merit raises and promotions based on increased scope of responsibility

• A job that matters, a team that cares, and a place to learn, innovate and thrive

You can expect to have transparent conversations about benefits and compensation with our recruiters throughout your application process.