Customer Success Manager

Skillsoft is seeking an experienced Customer Success Manager who has a passion for digital learning to enable organizations to reskill and upskill their employees, to manage a portfolio of strategic customers and are responsible for customer retention and satisfaction.

As a Customer Success Manager, you will have the opportunity to 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. In this role, 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. The Customer Success Manager teams with Skillsoft account executives and other internal partners to ensure high renewal rates.

Responsibilities:

Provide guidance or advise customers on Skillsoft content, platform solutions, and service offerings using Skillsoft’s Learning Strategy Framework and other tools and resources
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
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
Provide mastery and articulation of the Skillsoft value proposition, value drivers for learning and skills development, and strategic importance of people development to organizational transformation, growth initiatives, and competitive differentiation
Guide customers to develop and enhance their talent and learning program by applying relevant tools and resources
Maintain a cadence of communicating with customers about their adoption and usage, trends overall, and mining opportunities for deeper engagement
Conduct business review meetings with customers to understand their business needs, review skilling strategy, discuss performance measures, assess key trends and ensure value realization, as well as analyze white space and identify up-sell and cross-sell opportunities
Collaborate with Account Team to identify white space to ensure expansion and renewal
Take proactive steps to mitigate potential issues that can impede the success of the program and manage and facilitate the resolution of customer issues and concerns. (internal & external) and respond to activities and create follow up tasks in a timely manner
Stay current on new technology trends and make recommendations to Skillsoft development on customer content needs
Monitor and document account health and identify and mitigate risk and churn within your assigned accounts

Skills Requirements

5+ years of professional Customer Success, Sales or Professional services experience with a Bachelor's Degree in business, education, or related field; or equivalent experience
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

Qualification Requirements

Experience supporting customers in a specified account territory
Solid understanding of business and leadership skills, skills taxonomy and competency development with their relevance to the organization's talent and learning needs
Good conceptual knowledge of current Technology and Developer Skills.  Keeps up to date on new technology trends and may make recommendations to Skillsoft content team on customer content needs
Capability to engage in discussions with C-level executives and senior leaders within your accounts with the ability to build relationships at many levels across customer teams
Experience in analyzing data, visualizing success, and demonstrating value, as well as possess critical thinking, problem solving and decision-making skills that balance data analysis with responsiveness for creative, independent, solution-focused action
Effective project management and organizational skills, specifically managing a high-volume customer base
Ability to easily adapt to change as it relates to customer strategy, internal/external relationships, and organizational direction

Preferred Skills & Experience

Experience using Salesforce CRM and Churn Zero
Advanced Excel and PowerPoint skills and proficient in Word and Outlook