Customer Success Manager, Compliance

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:

The Compliance Customer Success Manager at Skillsoft has a passion for digital learning to enable organizations to take a risk-based approach to compliance learning and measure its effectiveness. They manage a portfolio of more complex customers across all market segments and are responsible for customer retention and satisfaction.

The Compliance Customer Success Manager works closely with the customer’s learning leader(s) after the purchase of Skillsoft Compliance solutions to ensure the customer’s desired outcomes are met through onboarding, adoption, expansion, and renewal. The Compliance Customer Success Manager plans and drives ongoing account strategy working with the customer to establish critical Compliance program goals, or other key performance indicators, and aids the customer in achieving their goals and desired outcomes. The Compliance Customer Success Manager collaborates with Skillsoft Account Executives and other internal partners to ensure expansion and high renewal rates.

OPPORTUNITY HIGHLIGHTS & RESPONSIBILITIES:

• Ensure customer success by consulting during the process of defining, implementing, launching, promoting, and continually evaluating the Compliance digital learning program
• Provide guidance or advise customers on Skillsoft Compliance content, platform solutions, and service offerings using Skillsoft’s Digital Learning Principles and other frameworks
• Build relationships by being a customer advocate while Developing and enhancing customer Compliance learning initiatives and facilitate the resolution of customer problems and concerns
• Guide customers to develop and enhance their Compliance 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, as well as, analyze white space and identify up-sell and cross-sell opportunities
• Drive retention and growth among customers by understanding customer’s 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) and respond to activities and create follow up tasks in a timely manner
• Keep current on new Compliance trends and regulations and makes recommendations to Skillsoft development on customer content needs
• Monitor and document account health and identify and mitigate risk within your assigned accounts

SKILLS & QUALIFICATION REQUIREMENTS:

• 5+ years of professional compliance customer success experience or equivalent sales experience with a Bachelor’s degree or commensurate experience
• Solid understanding of the regulatory environment and the relevance to the organization's training needs and risk reduction goals. Continually expands knowledge of content areas as they are incorporated into the Skillsoft library.
• Knowledge of current Compliance Legal, ES&H and DE&I Skills. Ability to advise customers on Compliance content, based on the Skillsoft library
• Salesforce CRM and Customer Success tools (e.g., Gainsight or other) experience
• Ability to and experience in building relationships and establishing influential relationships with diverse customers, including business owners in consulting, listening and communication skills
• 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

Desirable Requirements 

• Advanced Excel and PowerPoint skills and proficient in Word and Outlook
• Experience in analyzing data, visualizing success, and demonstrating value

Target base salary range for this job requisition is anticipated to be approximately $93,000 to $120,000 annualized.

We also offer Enterprise benefits including but not limited to: medical, dental, vision, and paid time off.

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
• READY
• TRUE