Customer Success Manager

Skillsoft seeks an experienced Customer Success Manager to manage strategic customer accounts and support customer retention and satisfaction. The role guides customers through onboarding, adoption, expansion, and renewal while helping them achieve desired outcomes from Skillsoft’s digital learning solutions.

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

Requirements:

• experienced Customer Success Manager who has a passion for digital learning
• 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
• 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
• Experience using Salesforce CRM and Churn Zero
• Advanced Excel and PowerPoint skills and proficient in Word and Outlook