Client Success Manager

Who We Are: Founded in 2015, Mursion is a technology-driven, multi-disciplinary startup creating cutting-edge virtual reality simulations. Our simulations are used globally by professionals across multiple industries to practice and master the complex interpersonal skills necessary to be effective in high-stakes professions. Mursion promotes a unique culture where individuals are able to be adventurous in the pursuit of improving human interactions. Ideal candidates at Mursion are team-players, comfortable working across remote teams and distributed environments, and invested in the idea that high-impact learning experiences can be both powerful and playful.

Who We Want: We seek talented people from diverse backgrounds and experiences, who are inspired by our mission to leverage virtual reality technology to reinvent professional learning, and who are motivated to help Mursion become the premier global platform for virtual simulation training for behavioral skills. We value empathy, curiosity, and constant improvement both in our internal operations and when working with partners and clients. Our employees are most successful when they employ strong collaboration skills, skilled communications, a problem-solving orientation, and demonstrate comfort in an evolving and fast-paced startup environment.

Position Overview: We are seeking a Client Success Manager to lead and support the delivery of Mursion's largest client programs, and help grow our most important accounts. You play a key role on a cross-functional, client-facing team that delivers on $3-5 million of annual client revenue. The ideal candidate will have three or more years of client engagement in an organization that delivers a technology-enabled service. This person should also be a systems-thinker, a self-starter, highly organized, and a strong collaborator.

This is a full-time, salaried position reporting to the Sr. Client Success Manager. This is a remote position with the option to work out of our offices in San Francisco.

Responsibilities:

• Manage and execute the full lifecycle of new client engagements including project schedule, budget, and deliverables, including the design of simulation scenarios and the communication of learning outcomes
• Oversee all client reporting and communications throughout the phases of the project
• Ensure all projects are executed in a manner that is consistent with Standard Operating Procedures on time and on budget and that customers and end-users are delighted with the experience
• Grow client engagements using data from current projects to drive soft-skills improvement in client organizations
• Identify opportunities to improve learning outcomes through enhancements to scenario design and learning analytics
• Improve upon the gross margin of all project engagements without sacrificing operational quality or client learning outcomes
• Own client-facing and internal summaries of client meetings, including key decisions and action items
• Build and present client-facing delivery reports, including qualitative and quantitative data on student learning, sentiment, and engagement.
• Manage all internal operations for successful delivery, including oversight of the Mursion Portal, Mursion's proprietary internal scheduling, and content system.

Qualifications:

• 3+ years of high-tech/SaaS industry experience
• 2+ years of experience leading Enterprise level client engagements or program management
• Ability to manage $3-5m in annual client revenue (20+ clients)
• 1+ years of experience in enterprise software deployment management and/or implementation
• Must have experience working in one of the following industries: Healthcare, Technology, Telecommunications, Media, Entertainment, IT Services, Professional Services, Oil and Energy, and Utilities
• Strong background in CRM, knowledge management, project management, and/or technical systems
• Experience cultivating engagements with high-level external stakeholders or clients
• Solid written communication skills
• Highly detail-oriented
• Self-starter, able to own and deliver on large chunks of work

Compensation and perks: Salary commensurate with experience. For full-time employees, Mursion offers competitive benefits, which include full medical, dental, and vision insurance, a 401k matching program, paid holidays, and unlimited PTO.

Collaborate with a unique blend of employees ranging from 3D artists, software developers, operations, sales, and finance teams to actors who deliver interactive, highly immersive simulations.

Be at the forefront of reinventing learning for the future workforce.

How to Apply: Qualified candidates should submit a resume. Applications will be reviewed on a rolling basis, so interested parties are encouraged to submit as soon as possible.

Mursion is an equal opportunity employer and encourages applications from People of Color, Women, Persons with Disabilities, and the LGBTQIA+ community.

Company Values:

We cultivate empathy

Empathy is at the core of all we do. We make time to communicate and listen before we take action. We make decisions based on reasoned analysis and authentic care for the aspirations of our partners and colleagues.

We lead with curiosity to create lightbulb moments

Our team is strengthened by having the courage to thoughtfully ask difficult questions. We are results-oriented innovators who create dynamic solutions to complex problems by encouraging transparency, creativity, and iteration. We are energized by thought-provoking conversations and the diverse perspectives of our partners and peers.

We strive to raise the bar

We see ourselves as trailblazers in simulation. Our learning theory is grounded in research and we demand empirical evidence before concluding our efforts have been successful. We always look for ways to improve. We recognize we live in an imperfect world and we embrace our responsibility to promote shared understanding and elevate humankind.

We have the courage to be human

We are a fun-loving, driven team of developers, artists, entrepreneurs, operational masterminds, and technologists dedicated to the proposition that learning experiences can be powerful and playful. We recognize that we are more than a business; we are a community of unique individuals with a collective focus to improve human interactions through practice. It is through our humanity that we create better products and learning experiences for our partners.