Customer Success Manager

At Skillsoft, we propel organizations and people to grow together through transformative learning experiences. We believe every team member has the potential to be AMAZING. Join us in our quest to transform learning and help individuals unleash their edge. Skillsoft is seeking an experienced Customer Success Manager who has a passion for digital learning to support organizations with their skills transformation and measure its effectiveness. They manage a portfolio of more complex customers across all market segments 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. The Customer Success Manager plans and drives ongoing account strategy working with the customer to establish critical program 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. Key Responsibilities Establish a trusted/strategic advisor relationship with each assigned customer and drive continued engagement and demonstrate value of our products and services Conduct business review meetings with customers to measure progress, assess key trends and ensure value realization 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 Learning Strategy Framework and other frameworks 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) 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 Stay 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 Respond to activities and create follow up tasks in a timely manner Skills & Qualification Requirements 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 Preferred Qualifications Training or consulting experience with account management responsibility Experience in analyzing data, visualizing success, and demonstrating value MORE ABOUT SKILLSOFT: Skillsoft delivers online learning, training, and talent solutions to help organizations unleash their edge . Leveraging immersive, engaging content, Skillsoft enables organizations to unlock the potential in their best assets – their people – and build teams with the skills they need for success. Empowering 36 million learners and counting, Skillsoft democratizes learning through an intelligent learning experience and a customized, learner-centric approach to skills development with resources for Leadership Development, Business Skills, Technology & Development, Digital Transformation, and Compliance. Skillsoft is partner to thousands of leading global organizations, including many Fortune 500 companies. The company features three award-winning systems that support learning, performance and success: Skillsoft learning content, the Percipio intelligent learning experience platform, which offers measurable impact across the entire employee lifecycle. Learn more at www.skillsoft.com . Thank you for taking the time to learn more about us. If this opportunity intrigues you, we would love for you to apply! NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Skillsoft does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Skillsoft employee or hiring manager in any form without a signed Skillsoft Employment Agency Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means. Skillsoft is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.