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Customer Success Manager
3 months ago
Description
Skillable is a 100% remote and virtual tech company that’s modernizing the world of training. Come share your professional magic with highly talented, drive and fun colleagues who believe in the power of “skilling.” Experience what a true team focused on doing the right thing feels like
Our people and talent are what make us great and fun We work together to create amazing solutions and experiences for our customers and their clients. We utilize our employees’ personal strengths to help our company grow and ensure our team is living their best, authentic life. We don’t just share our appreciation for our team members once a year with a branded mug—it’s shared on a daily basis. Our remote work environment blends the demands of work and life without the added pressure of commuting or feeling guilty about leaving early to visit the dentist.
Come work with us and learn what teamwork and integrity blended with an emphasis on well-being and balance can do for your career
The Customer Success Manager will work on our Client Experience team. We define and own the customer journey, from first contact, to signing, to onboarding, to supporting and growing our business and finally to renewal of the ACV agreement. We support, nurture, and obsess at every interaction to drive a positive experience. We bring our goals to focus and action.
The Customer Success Manager is responsible for leading and ensuring the success and satisfaction of Skillable’s small to medium-sized businesses and sometimes larger accounts. Responsible for serving as a thought partner on strategy development and the role that Skillable plays for customers. Ensure customers achieve their desired outcomes and maximize the value they receive from Skillable's products and services. Partner with stakeholders and bring knowledge of how to navigate large organizations to help clients achieve fully realized and successful product adoption.
Requirements
Establish, grow, and maintain strong relationships with small to medium-sized customers, including executives, decision-makers, and influencers.
Build relationships and credibility with key contacts at all levels; proactively identify contact gaps and work cross-functionally to foster those new relationships.
Manage the risk, health and success of enterprise customers and help them achieve their desired outcomes.
Collaborate with cross-functional Skillable teams, such as sales, marketing, product development, and customer support, to ensure enterprise customers’ needs and expectations are met.
Conduct regular account reviews and present account performance reports to internal and external senior management and stakeholders; identify areas for improvement and growth opportunities.
Identify upsell and cross-sell opportunities to increase Skillable revenue and maximize customer lifetime value.
Manage and track customer satisfaction and feedback and ensure timely resolution of any issues.
Provide strategic guidance, teachings and best practices to enterprise customers on how to maximize the value of the company's products or services.
Stay up to date with industry trends and competitive landscape and use knowledge to provide strategic guidance to the enterprise customer and internal teams.
Develop and execute customer success plans and strategies to achieve customer retention and business objectives.
Monitor product adoption and business outcomes; identify opportunities for improved usage and impact and see those opportunities through with customers.
Drive customer satisfaction through impeccable execution and strategic value add, guaranteeing custom renewal.
Support and promote the company values through positive interactions with both internal and external partners and customers on a regular basis.
Other strategic business initiatives or cross-functional project involvement as required.
Requirements
Qualifications
Bachelor’s degree in related field (business administration, sales, etc.) or relevant professional experience.
5+ years of professional experience working in account management, customer success, or a similar field.
2+ years working in a Customer Success role for a tech-education company required.
Experience managing a book of business including enterprise, fortune 500 companies preferred.
Experience working with large European companies preferred.
High business acumen and intangible skills to represent Skillable in a professional and helpful way.
Strong problem-solving and business analysis skills.
Naturally inquisitive with a desire to solve problems and dig into detailed analysis.
Negotiation experience a plus.
Experience working cross-functionally and promoting collaborative partnerships to drive results.
Proven ability to communicate effectively to various audiences/levels including leadership through various mediums.
Ability to take a complex product/financial/pricing issue(s)/problem(s) and deconstruct it into a concise, impactful message(s).
Thorough understanding (or willingness to learn expeditiously) of business operations and processes.
What’s in it for You? Rewards and Perks
We believe in providing a suite of benefits that ensure our employees know we appreciate them as people first. Skillable wants to be a company that promotes physical, emotional and all around well-being through our benefit offerings Subject to eligibility requirements, the Company offers comprehensive benefits including:
Fully remote with a monthly stipend to pay for office services and supplies
Medical (2 plan options), dental (2 plan options), vision, health savings account with generous employer contributions, healthcare spending accounts, dependent care spending accounts, EAP, group paid life insurance, group paid STD and LTD and voluntary life/AD&D insurance, accident and critical illness options.
401(k) with Company match, tuition reimbursement, healthy lifestyle reimbursements.
Open PTO, Paid holidays, bereavement leave, parental leave, caregiver leave and paid FMLA leave.
Friends and Family Friday to end our standard workweek at 2pm local time; Full company closure during the 4th of July holiday week.
Access to pet insurance; Access for employees and dependents to Skillable learning opportunities through our product and more
Working Conditions
The job conditions for this position are in a remote home office setting, requiring a space that supports privacy and focus to attend to regular and frequent video and voice calls. Employees in this position use PC and phone on an on-going basis throughout the day. Travel is anticipated up to 20% of the time for critical business meetings and industry events.
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