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.
Overview:
The Sr. Customer Success Manager at Skillsoft has a passion for 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.
The Sr. 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 Sr. 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 Sr. 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.
Opportunity Highlights:
- Collaborate with customers to set a vision for success, formalizing their goals and objectives, and developing strategies to help them achieve these.
- Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services.
- Analyze customer data and usage patterns to identify trends, assess satisfaction, and monitor key performance indicators (KPIs)
- Ensure customer success by consulting during the process of defining, implementing, launching, promoting, and continually evaluating strategic alignment.
- Maintain a cadence of communication with customers about their adoption and usage trends, overall satisfaction, and mining opportunities for deeper engagement
- Deliver regular business reviews to discuss performance metrics, identify areas for improvement, and make strategic recommendations.
- Through collaboration with the account team, analyze white space and identify up-sell and cross-sell opportunities.
- Drive retention and growth by understanding customer business needs, helping them to succeed by achieving targeted business outcomes
- Take proactive steps to address potential issues before they become larger setbacks to success
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)
- Ability to understand and share the feelings of customers, fostering a supportive environment.
- Strong communication skills to interact effectively with customers and team members.
- Building and maintaining trust and rapport with clients to ensure satisfaction and loyalty.
- Skills to educate customers on product usage and internal team members on best practices.
- Ability to encourage renewals, upselling, and cross-selling through effective communication.
- Competence in identifying issues and providing practical solutions promptly.
- Analyzing situations from multiple perspectives to make informed decisions.
- Capability to make timely and effective choices in customer interactions.
- Proactive approach in addressing customer needs and improving processes.
- Efficiently managing tasks to meet deadlines and customer expectations.
- Collaborating effectively with various departments such as sales, marketing, and support.
- Proficiency in using CRM software, data analysis tools, and understanding basic technical concepts related to the product
Bonus Qualifications:
- Experience using Salesforce CRM and Churn Zero
- Advanced Excel and PowerPoint skills and proficient in Word and Outlook
- Talent assessment, talent enablement, or consulting experience
Target base salary range for this job requisition is anticipated to be approximately $97,600 - $116,000 annualized with average on target earnings including commissions of approximately $122,000 -$145,000 annually.
The company may modify salaries, salary ranges and/or Pay Plans from time to time as it deems necessary.
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-Affirmative Action Employer: It is the policy of Skillsoft (US) Corporation to provide equal employment opportunities to applicants and employees without regard to race, color, national origin, citizenship, religion, sex, sexual orientation, age, marital status, disability (mental or physical), protected veteran status, genetic information or any other class protected by law.
What the Team is Saying
What We Do
Skillsoft (NYSE: SKIL) is a global leader in corporate digital learning, focused on transforming today’s workforce for tomorrow’s economy. The Company provides enterprise learning solutions designed to prepare organizations for the future of work, overcome critical skill gaps, drive demonstrable behavior-change, and unlock the potential in their people. Skillsoft offers a comprehensive suite of premium, original, and authorized partner content, including one of the broadest and deepest libraries of leadership & business skills, technology & developer, and compliance curricula. With access to a broad spectrum of learning options (including video, audio, books, bootcamps, live events, and practice labs), organizations can meaningfully increase learner engagement and retention. Skillsoft’s offerings are delivered through Percipio, its award-winning, AI-driven, immersive learning platform purpose built to make learning easier, more accessible, and more effective.
Why Work With Us
We are all about “Making Work Matter” and strongly believe in the life changing impact of learning. Our team is passionately focused on helping people achieve their fullest potential through learning and development. We are always looking for game changers wanting to make an incredible impact within a purpose driven environment.
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