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Skillsoft · 2 days ago

Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

$80K/yr - $90K/yr

5+ years exp

Skillsoft is a company that propels organizations and people to grow together through transformative learning experiences. They are seeking an experienced Customer Success Manager to manage a portfolio of complex customers, ensuring customer retention and satisfaction while driving successful adoption and expansion of Skillsoft solutions.

Cloud ComputingEBooksEnterpriseInternetKnowledge ManagementSoftware

Responsibilities

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

Build relationships by being a customer advocate. Develop and enhance customer learning initiatives and facilitate the resolution of customer problems and concerns

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

Stays up to date on new trends and regulations and may make recommendations to Skillsoft development on customer content needs

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)

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 manner

Qualification

Customer Success experienceSalesforce CRMDigital learning industry knowledgeAdvanced Excel skillsPowerPoint skillsProject management skillsTeamwork skillsCritical thinkingProblem solvingAdaptability

Required

5+ years Customer Success experience or equivalent (e.g., sales, professional services) with a Bachelor's Degree; or equivalent experience

Experience using Salesforce CRM and Customer Success tools such as Gainsight, etc

Advanced Excel and PowerPoint skills and proficient in Word and Outlook with 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

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

Ability to successfully support an account territory with a portfolio of more complex customers

Understanding of the regulatory environment and the relevance to the organization's training needs and risk reduction goals while continually expands knowledge of content areas as they are incorporated into the Skillsoft library

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

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

Remote US opportunity with travel up to 10-20%

Preferred

Training or consulting experience with account management responsibility

Demonstrated ability to build relationships at many levels across customer teams

Experience in analyzing data, visualizing success, and demonstrating value

Benefits

Medical

Dental

Vision

Paid time off

Company

Skillsoft

Glassdoor3.0

Skillsoft provides online learning and e-learning solutions for global enterprises, SMEs, governments and educational institutions. It is a sub-organization of SSI Investments II Limited.

Founded in 1997

Nashua, New Hampshire, USA

1001-5000 employees