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 othe