Sr Customer Success Manager

SR. Customer Success Manager

SUMMARY

The Sr. 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 more complex Enterprise/Strategic customers and are responsible for customer retention and satisfaction. They establish relationships with stakeholders across the customer organization. Enlist and manage internal Skillsoft resources including local CSMs, technical support personnel and others.

The Customer Success Manager works 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. The Customer Success Manager teams with Skillsoft account executives and other internal partners to ensure high renewal rates. The Sr Customer Success Manager participates or leads on project teams that contribute to the overall Customer Success organization.

Basic Skills & Qualifications

• Bachelor's Degree in business, education, or related field; or equivalent experience.
• 6+ years Customer Success experience or equivalent (e.g., sales, professional services)
• Training or consulting experience with account management responsibility
• Able to articulate value realization. Excellent 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
• Experience developing/coaching peers.
• Ability to successfully support an account territory with a portfolio of more complex Enterprise/Strategic customers

Preferred Skills & Qualifications

• Excellent 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.
• Excellent 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.
• Excellent in analyzing data, visualizing success, and demonstrating value
• Excellent 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 complex customer base
• Superior critical thinking, problem solving and decision-making skills 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 internal stakeholders.
• Easily adapts to change as it relates to customer strategy, internal/external relationships, and organizational direction
• Excellent 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 Outlook

Key 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.
• 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)
• 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 manner

Encouraged results (external: within 6 - 9 months)

• After completing our comprehensive onboarding program, we expect you to have gained expert product knowledge in Skillsoft content, learning design and technology as well as our Digital Learning Principles
• Actively ensure there is a Success Plan in place for each of your accounts and successfully apply and use strategic tools and resources (Strategic Implementation Process, Learning Maturity Framework, Impact Survey) to move client programs into higher maturity stages.
• Establish Governance Model for each customer, which defines our engagement cadence, to ensure we effectively manage the account.
• Complete the CSM Journey on Percipio
• Establish relationships with stakeholders and implementers across the customer organization. Enlist and manage internal Skillsoft resources including local CSMs, technical support personnel and others.
• Participates or leads on project team(s) that contribute to the overall Customer Success organization.
• Achieve or exceed Skillsoft’s defined Key Performance Indicators:
  • Meet or exceed quota (NRR)  
  • Account Health Record updated (45 days)  
  • Minimum of 2 Business Review meetings per year 
  • Minimum of 1 customer story per year 
  • Success Plan in place for every customer (updated at least quarterly)