Customer Success Manager

Company: Skillsoft
Location: Scottsdale
Posted on: September 14, 2020

Job Description:

Customer Success Manager

At 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.

OPPORTUNITY HIGHLIGHTS:

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• Manage a portfolio of clients ensuring customer retention and high satisfaction with Skillsoft.
  
  
• Own overall relationship with assigned clients, which includes increasing adoption, ensuring retention, and continuous showcase of value.
  
  
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
  
  
• Drive customer interaction across the customer lifecycle to ensure adoption of products, expansion opportunities, retention and positive NPS (net promoter scores).
  
  
• Enable success throughout the customer lifecycle and ensure best practices and methodologies that will drive renewal and growth outcomes for designated customer accounts.
  
  
• Plan and drive ongoing account strategy working with clients to establish critical goals, or other key performance indicators, and aid the customer in achieving their goals.
  
  
• Deliver client business reviews to measure progress, assess key trends and emphasize value.
  
  
• Team with Account Executives to ensure high dollar over dollar renewal rates during both expire and auto renewal anniversaries.
  
  
• Manage resolution and escalation of on-going support issues to relevant stakeholders (internal & external)
  
  
• Develop up-sell opportunities.
  
  RESPONSIBILITIES:
  
  
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  • Provide guidance or advise client organizations on Skillsoft content, platform solutions, and service offerings (when applicable).
    
    
  • Build client relationships by fostering partnerships of success. Develop and enhance client Learning Program initiatives, and facilitate the resolution of client problems and concerns.
    
    
  • Ensure customer success by assisting in the definition, implementation, rollout, marketing, and continual evaluation of the e-Learning program. Assist clients to develop and enhance their e-Learning project by providing tools, templates and other resources. Build client relationships by facilitating the resolution of client problems and concerns.
    
    
  • Support the sales organization efforts in renewing and upgrading client contracts by engaging in the appropriate pre-sales activities with customers.
    
    
  • Submit on time all reports as required by Skillsoft management and follow all Skillsoft procedures and processes.
    
    
  • Participate in CSM conference calls, project teams, task forces, surveys, as required.
    
    
  • Keeps up to date on new technology trends and makes recommendations to Skillsoft development on client content needs.
    
    SKILLS & QUALIFICATIONS:
    
    
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    • Basic e-Learning Industry knowledge with the ability to articulate its features and benefits, including understanding of the customer's business drivers.
      
      
    • Good conceptual knowledge of current IT and End User technology. Ability to advise clients on IT and End User curricula choices, based on the Skillsoft technical library. Keeps up to date on new technology trends and may make recommendations to Skillsoft development on client content needs.
      
      
    • Good understanding of business 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. Demonstrated ability to work with members of the C-Suite.
      
      
    • Understanding of common web technologies (browsers, HTML, JavaScript, etc.)
      
      
    • Familiarity with Internet, Client Server technologies, Internetworking concepts (firewalls, communications protocols, and proxy servers)
      
      
    • Ability to understand and communicate technical concepts to non-technical audiences
      
      
    • Eager to learn, adapt and perfect your work; you seek out help and put it to good use.
      
      
    • Excellent presentation/demonstration skills, both virtual and live, in large and small group settings
      
      
    • Strong virtual facilitation skills for meetings and group activities, demonstrating the ability to guide groups, and listen and question effectively
      
      
    • Good 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
      
      
    • Good analytical, problem solving and troubleshooting skills, applied with a solution-focused attitude.
      
      
    • Excellent teamwork skills
      
      
    • Self-directed work habits, applied with creativity, resourcefulness and a sense of personal responsibility
      
      
    • Good written communication skills, demonstrating the ability to write with purpose, clarity, and accuracy.
      
      
    • Customer Service experience with Learning responsibility.
      
      SUCCESS QUALITIES:
      
      Adaptable and Agile. We reward risk taking.
      
      Confident & Audacious Achiever. We commit to be the brand.
      
      Entrepreneurial Spirit with Learner's Mindset. We stay curious.
      
      Committed to our Collective Purpose. We unleash our edge together.
      
      Authentic & Customer Centric. We get real.
      
      MORE ABOUT SKILLSOFT:
      
      Skillsoft delivers online learning, training, and talent solutions to help organizations unleash their edge. Leveraging immersive, engaging content, Skillsoft enables organizations to unlock the potential in their best assets - their people - and build teams with the skills they need for success. Empowering 36 million learners and counting, Skillsoft democratizes learning through an intelligent learning experience and a customized, learner-centric approach to skills development with resources for Leadership Development, Business Skills, Technology & Development, Digital Transformation, and Compliance.
      
      Skillsoft and SumTotal are partners to thousands of leading global organizations, including many Fortune 500 companies. The company features three award-winning systems that support learning, performance and success: Skillsoft learning content, the Percipio intelligent learning experience platform, and the SumTotal suite for Talent Development, which offers measurable impact across the entire employee lifecycle. Learn more at www.skillsoft.com.
      
      Thank you for taking the time to learn more about us.
      
      If this opportunity intrigues you, we would love for you to apply!
      
      NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Skillsoft does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Skillsoft employee or hiring manager in any form without a signed Skillsoft Employment Agency Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.
      
      Skillsoft is an Equal Opportunity-Affirmative Action Employer: It is the policy of Skillsoft Corporation to provide equal employment opportunities to applicants and employees without regard to race, color, national origin, citizenship, religion, sex, sexual orientation, age, marital status, disability (mental or physical), protected veteran status, genetic information or any other class protected by law.

Keywords: Skillsoft, Scottsdale , Customer Success Manager, Executive , Scottsdale, Arizona