Altus Assessments is hiring a

Customer Success Manager

Toronto, Canada

Our purpose:
We want to create a world served by exceptional professionals, and we do that by helping academic institutions find holistically stronger applicants. We help them look beyond book smarts. Think of us like an “SAT” that evaluates who you are instead of what you know. Our main assessment, the CASPer test, is used widely for high stakes admissions to Healthcare Training, Teachers Education and other academic programs in Canada, the US and as far away as Australia. In 2019, we will assess well over 100,000 applicants including well above half of all US and Canadian Medical School applicants.


Who we are:
We’re a quirky, vibrant and diverse group of ~50 working out of the OneEleven scale-up hub in the downtown core of Toronto. We tackle some tough problems (like how to evaluate empathy in someone who wants to become a doctor), and some less tough ones (like what to bring in for the communal snack table).

Our core values are caring, curious, and driven, and we embody these values in everything that we do. We genuinely care about the well-being of others, we possess an innate desire to continuously learn, and every day we strive to be better than the professional we were the day before.

Who would fit in:
People who do well here are caring, humble, prefer change over the status-quo, are comfortable with “fuzzy” (vs. well defined) tasks, and are ok with a daily helping of problem solving. We all have a healthy appetite for learning, and love to share our knowledge with our co-workers. We want people who put “we before me”.


The Role:
We're looking for someone to own the relationship with our partnering universities and colleges from the moment they sign on. This person can build a lasting relationship with multiple individuals at the university - including Deans, Associate Deans, Program Directors, and Admissions Coordinators. They can understand how the needs differ between these individuals and taylor their approach accordingly. They have an innate ability to connect, and make those around them feel comfortable. They instill confidence.


Our ideal CSM can react quickly to our partner’s needs, but can also analyze where we can be more proactive to help things run smoother. Small issues undoubtedly arise here and there - this person can keep a cool head, involve the right parties to tackle the problem, remain solutions-focused, and help put systems in place to eliminate future issues where possible.

We’re looking for someone who’s excited to help analyze where we can improve our processes and determine how we can improve the value we provide to make our partner’s lives easier. Though we all work with our separate institutions, our CSM’s function like a team to learn from one another. We want to bring on someone who is willing to experiment alongside us, and share ideas back and forth to continue to polish our process while we develop ourselves as professionals.

You will be one of five Customer Success Managers on the team at Altus. You will, however, have the opportunity to work with the entire Altus team - the sales team during handoff, the operations team to plan for tests, the research team through partner collaborations, and the product and tech teams to plan and implement improvements to the web application. If you thrive in a startup, with autonomy to make decisions, run experiments, and continuously test and refine, then this is the place for you.

Responsibilities:

  • End to end onboarding – understanding what makes each school unique, educating and training them, as well as system setup
  • Test scheduling and setup - looking at admissions timelines of participating schools and balancing testing needs against multiple other criteria.
  • Continuous account management – institutional buy-in at all levels, diagnosing needs and delivering on those
  • Consulting on best practices - sharing ideas with your partners on ways they may choose to use CASPer scores in their admissions decisions
  • Cultivating relationships - over the telephone, video chat, and in person travel to visit them on campus or at conferences
  • Constant experimentation - finding ways to improve our partner experience
  • Knowledge sharing - sharing what you learn with other CSMs to help them improve, as well as with the broader Altus team to help them better understand our partners
  • Advocating for our partners - sharing requests, beliefs, concerns, and more with the team to ultimately improve our offering
  • Company Growth - ensuring our partners are so happy that they become advocates through referrals and reference calls

Requirements

  • 2+ years experience in customer success or account management, preferably B2B
  • Nurturing and empathetic with a professional, positive attitude
  • Comfortable with ambiguity, a fast-paced environment, and prefer change over status-quo. We are growing quickly and you’ll be involved in fixing/expanding processes that will break!
  • Self-starter who can get things done while acting like an owner.
  • Excellent communication and presentation skills
  • Confident with a strong sense of humility. We minimize drama.
  • Open to feedback
  • Willing to go above and beyond for your clients
  • Domain experience in higher education or admissions would be an asset
  • A team-first, highly collaborative and get-things-done mindset


Other traits of our ideal candidate:

  • Able to live our core values of Caring, Creative Problem Solving, Reliability, and Drive to help us attain our goal of creating a world full exceptional professionals
  • We need someone who is a self-starter, highly curious about how the business works, and be able to help us focus where it counts
  • Has loosely held, strong opinions - knows why they want what they want, but is also abundantly humble, can be wrong, and wants to seek out the best solution, no matter the source
  • Looking for a long-term relationship at a growing company
  • Interested in being part of an amazing, caring team, and wants to build a sustainable, high growth business

Benefits

  • Free snacks, drinks, and coffee in our office
  • $1500 annual personal and professional development budget
  • Generous vacation policy
  • Comprehensive health, dental and life insurance coverage
  • RRSP matching
  • Parental leave coverage
  • Team building and social events


The Hiring Process

Our hiring process optimizes for a positive candidate experience. The general hiring process looks like the following:

  1. Pre-screen. When you submit your application, it is sent directly to the hiring manager who will screen the application.
  2. First phone call. If selected, our hiring manager will schedule a time for the first phone screen, which typically lasts about 30 minutes. The manager will ask you some general interview questions such as why you are interested in this role and then may ask for you to elaborate on your application.
  3. On-site team interview. Once you pass the first phone screen, we will schedule an on-site team interview, where you will meet with 4-6 members of our team to assess your technical skills and cultural fit. You may also be asked to complete a short task which closely mirrors some aspects of the role.
  4. Final phone call. Once all the members have met and shared their thoughts, the hiring manager will consolidate this information and let you know of their decision. We may need to ask you a few more questions if there were any areas that needed a bit more expanding.

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Altus is proud to be a diverse and equal opportunity employer and as such does not discriminate on the basis of race, colour, religion, sex, national origins, age, sexual orientation, disability or any other characteristic protected by applicable laws. Selection decisions are based solely on job-related factors. Special accommodations for candidates with disabilities can be made during the interview process if requested.

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