Customer Success Manager

The Associate Customer Success Manager (Associate CSM) at Skillsoft Global Knowledge has a passion for digital learning to enable organizations to reskill and upskill their employees.  They manage a portfolio of more complex Mid-market/Enterprise customers and are responsible for customer retention and satisfaction.

The Associate CSM works closely with the customer’s learning leader(s) after the purchase of Skillsoft Global Knowledge ILT courses to ensure the customer’s desired outcomes are met through onboarding, adoption, expansion, and renewal. The Associate CSM 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 Global Knowledge account executives and other internal partners to ensure high renewal rates.

Basic Skills & Qualifications

• Bachelor's Degree in business, education, or related field; or equivalent experience.
• Fluency in Spanish & English 
• 1-2+ years Customer Success experience or equivalent (e.g., sales, professional services)
• 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
• Ability to successfully support an account territory with a portfolio of more complex Mid-market/Enterprise customers

Preferred Skills & Qualifications

• Solid 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 Global Knowledge library.
• Ability to advise customers on Skillsoft Global Knowledge offerings.  Keeps up to date on new technology trends and may makerecommendations to Skillsoft Global Knowledge development on customer needs.
• Demonstrated ability to build relationships at many levels across customer teams
• Experience in analyzing data, visualizing success, and demonstrating value
• Strong 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.
• Excellent written communication skills, demonstrating the ability to write with purpose, clarity, and accuracy.
• Effective project management and organizational skills, specifically managing a high-volume customer base
• Strong 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 sales team.
• Ability to easily adapt to change as it relates to customer strategy, internal/external relationships, and organizational direction
• 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.
• 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 Global Knowledge 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