Customer Success Manager, APAC - Channel at instructure

instructure

Singapore·3h ago

ManagerFull-timeGo

Salary Range

$58,752 - $79,488 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for a Channel Customer Success Manager to join our team at Instructure. This role focuses on bridging the gap between our CX and Sales organizations, serving as the primary advocate for our Value Added Resellers (VARs) and Channel Partners in APAC.

Key Responsibilities

→Partner Management: Act as the primary CX contact for a portfolio of VARs and Channel Partners in APAC.
→Relationship Building: Develop meaningful connections with partners, Channel Account Managers (CAMs), and internal stakeholders.
→Channel Advocacy: Communicate critical product updates and company policies to partners while funneling partner feedback to Product and Engineering teams.
→Strategic Insights: Analyze the business drivers and challenges facing VARs to proactively offer solutions that promote innovation and best practices.
→Drive Adoption: Partner with VARs to implement proven Instructure methods that improve learning outcomes and user adoption within their institutions.
→Revenue & Growth: Secure and maximize revenue by managing renewals and identifying expansion opportunities in collaboration with CAMs.
→Implementation Oversight: Support Channel Services by monitoring new customer onboarding and product implementations to ensure long-term success.
→Data & Support Enablement: Assist partners in tracking usage data and ensuring they are fully equipped to utilize Instructure's Support services.
→Forecasting: Maintain high visibility into upcoming renewals, working closely with the Renewals team to ensure on-time execution.

Requirements

✓Stakeholder Empathy: A proven ability to understand complex partner needs and translate technical issues into relatable terms for different audiences.
✓Executive Presence: A track record of networking with and influencing senior stakeholders across an organization.
✓EdTech Passion: High enthusiasm for the education sector and a strong technical aptitude for software products.
✓Professional Maturity: Ability to model exemplary practice in ownership and relationship management, elevating the profile of Customer Success.
✓Global Mindset: Comfortable navigating various business cultures and operating across multiple time zones and languages.