Customer Success Manager
Company: Skillsoft
Location: Boston
Posted on: May 16, 2022
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Job Description:
Job DescriptionCustomer Success ManagerAt Skillsoft, we are all
about making work matter. We believe every team member has the
potential to be AMAZING. We are bold, sharp, driven and most of
all, real. Join us in our quest to democratize learning and help
individuals unleash their edge.OVERVIEWThe Customer Success Manager
at Skillsoft has a passion for digital learning to enable
organizations to reskill and upskill their employees. They manage a
portfolio of enterprise customers ensuring customer retention and
high satisfaction. The Customer Success Manager teams with
Skillsoft account executives and other internal partners to ensure
high renewal rates. The Customer Success Manager will work closely
with the customer's learning leader(s) after the purchase of
Skillsoft solutions to ensure the customer's desired outcomes are
met through onboarding, adoption, expansion and renewal. The
Customer Success Manager plans and drives ongoing account strategy
working with the customer to establish critical goals, or other key
performance indicators, and aids the customer in achieving their
goals and desired outcomes. OPPORTUNITY HIGHLIGHTS · Establish a
trusted/strategic advisor relationship with each assigned customer
and drive continued value of our products and services.· Ensure
customer success by consulting during the process of defining,
implementing, launching, promoting, and continually evaluating the
digital learning program.· Provide guidance or advise customers on
Skillsoft content, platform solutions, and service offerings using
Skillsoft's Digital Learning Principles and other frameworks.·
Guide customers to develop and enhance their digital learning
program by providing relevant tools and other resources.· Maintain
a cadence of communicating with customers about their adoption and
usage trends, overall satisfaction, and mining opportunities for
deeper engagement· Conduct business review meetings with customers
to measure progress, assess key trends and ensure value
realization.· Analyze white space and identify up-sell and
cross-sell opportunities.· Collaborate with Account Team to ensure
expansion and renewal· Drive retention and growth among customers
by understanding their business needs and helping them succeed by
achieving targeted activity and renewal goals on a monthly,
quarterly and annual basis· Take proactive steps to address
potential issues before they become larger setbacks to success and
manage resolution and escalation of on-going support issues to
relevant stakeholders (internal & external)· Build relationships by
fostering partnerships of success. Develop and enhance customer
learning initiatives and facilitate the resolution of customer
problems and concerns.· Keep current on new technology trends and
makes recommendations to Skillsoft development on customer content
needs.· Monitor and document account health and identify and
mitigate risk within your assigned accounts.· Respond to activities
and create follow up tasks in a timely mannerSKILLS &
QUALIFICATIONS· Bachelor's Degree in business, education or related
field; or equivalent experience.· 4+ years Customer Success
experience or equivalent (e.g., sales, professional services)·
Training or consulting experience with account management
responsibility· Solid knowledge of the digital learning industry
with the ability to articulate its features and benefits to all
levels of the business enterprise, including understanding of the
customer's business drivers· Solid understanding of business and
leadership skills and competency development and their relevance to
the organization's training needs. Continually expands knowledge of
content areas as they are incorporated into the Skillsoft library.·
Good conceptual knowledge of current Technology and Developer
Skills. Ability to advise customers on T&D content, based on
the Skillsoft T&D library. Keeps up to date on new technology
trends and may make recommendations to Skillsoft development on
customer content needs.· Demonstrated ability to work with members
of the C-Suite.· Experience in analyzing data, visualizing success,
and demonstrating value· Consulting, listening and communication
skills, demonstrated by the ability to establish influential
relationships with diverse customers, including business owners·
Excellent facilitation and presentation skills for meetings and
groups, both virtual and live, demonstrating the ability to guide
individuals and groups, listen and question effectively (includes
corporate/executive briefings)· Excellent written communication
skills, demonstrating the ability to write with purpose, clarity,
and accuracy.· Effective project management and organizational
skills, specifically managing a high-volume customer base· Critical
thinking, problem solving and decision-making that balance data
analysis with responsiveness for creative, independent,
solution-focused action· Excellent teamwork skills and the ability
to act as a strategic partner to the customer and sale team.·
Ability to easily adapt to change as it relates to customer
strategy, internal/external relationships and organizational
direction· Self-directed work habits, applied with creativity,
resourcefulness and a sense of personal responsibility· Experience
using Salesforce CRM and Customer Success tools (e.g., Gainsight or
other)· Advanced Excel and PowerPoint skills and proficient in Word
and OutlookOUR VALUESWE ARE PASSIONATELY COMMITTED TO LEADERSHIP,
LEARNING, AND SUCCESS. WE EMBRACE EVERY OPPORTUNITY TO SERVE OUR
CUSTOMERS AND EACH OTHER AS:
Keywords: Skillsoft, Boston , Customer Success Manager, Executive , Boston, Massachusetts
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