Customer Success Manager - Coaching(Remote)

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.

OVERVIEW:

Our Customer Success team is a fast-growing, remote-first team. The CSM is responsible for managing a portfolio of clients, ensuring customer retention and high satisfaction with Skillsoft. Additionally, the CSM will keep up to date on new technology trends and make recommendations to Skillsoft development on client content needs.

OPPORTUNITY HIGHLIGHTS:

Manage a portfolio of clients through in-depth knowledge of our software, understanding clients' needs, and partnering with clients through onboarding, implementation, and ongoing use.

• Own client relationships to ensure client satisfaction and long-term loyalty.
• Plan and drive ongoing account strategy, working with clients to establish critical goals or other key performance indicators and help them achieve their goals.
• Serve as a business consultant by leveraging your expanding knowledge of products and methodologies to find solutions to clients' changing needs.
• Leverage key performance metrics such as NPS to drive customer interaction, optimize product adoption, maximize client retention, and ensure holistic customer satisfaction.
• Manage projects and ongoing support issues, reference-ability, strategic and quarterly business planning.
• Partner with Account Executives to ensure high dollar over dollar renewal rates during both expire and auto-renewal anniversaries.
• Enable success throughout the customer lifecycle and perform best practices that will drive renewal and growth outcomes for designated customer accounts.

SKILLS & QUALIFICATIONS:

• Bachelor's Degree in business, education or related field; or equivalent experience.
• 3+ years experience in customer success, renewals, sales, account management, or equivalent customer-facing role.
• Consulting, listening, and communication skills, demonstrated by establishing influential relationships with diverse customers, including business owners.
• Superior customer service skills demonstrating responsiveness, positive attitude, and professionalism.
• Facilitation skills for meetings and group activities, both virtual and live, demonstrating the ability to guide groups, listen and question effectively (includes corporate/executive briefings).
• Presentation skills, both virtual and live, in large and small group settings and exceptional video conference software knowledge.
• Written communication skills in English, demonstrating the ability to write with purpose, clarity, and accuracy.
• Project management and organizational skills, specifically managing multi-solution, simple to complex, concurrent projects.
• Critical thinking, problem-solving, and decision-making that balance analysis with responsiveness for independent, solution-focused action.
• Strong, self-directed work habits, exhibiting initiative, drive, creativity, maturity, self-assurance, and professionalism.
• Ability to quickly adapt to change related to customer strategy, internal/external relationships, and organizational direction.
• Teamwork skills and ability to act as a strategic partner to the client and sales team.
• Advanced Excel and PowerPoint skills and proficient in Word and Outlook.
• Customer Focused - personally demonstrates an exceptional level of customer support to external and internal customers by identifying and responding to their needs in a timely and efficient manner.
• Expertise in the eLearning Industry; proven ability to articulate its features and benefits to all levels of the business enterprise, including an understanding of the customer's business drivers.
• Knowledge of current IT and End User technology, Business Skills, and Competency Development with the ability to articulate their relevance to the organization's training needs.
• Knowledge of talent management and critical organizational learning initiatives such as leadership development, management development, and professional development.
• Knowledge in competency framework needs assessments and ability to advise clients on learning solutions based on Skillsoft's content library

Target base salary range for this job requisition is anticipated to be approximately $60k to $100k annualized with average on target earnings including bonus of approximately $75k to $126K annually.

We also offer full benefits.

The company may modify salaries, salary ranges and/or Pay Plans from time to time as it deems necessary.

OUR VALUES

WE ARE PASSIONATELY COMMITTED TO LEADERSHIP, LEARNING, AND SUCCESS. WE EMBRACE EVERY OPPORTUNITY TO SERVE OUR CUSTOMERS AND EACH OTHER AS:

• ONE TEAM
• OPEN AND RESPECTFUL
• CURIOUS
• AGILE