Coaching Customer Success Manager

Summary

Join us in our quest to transform learning and help individuals unleash their edge. We are seeking a Customer Success Manager - Coaching at Skillsoft who has a passion for digital learning to enable organizations to reskill and upskill their employees.

Requirements

• Bachelor's Degree in business, education or related field; or equivalent experience
• 7+ 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 Enterprise customers

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 coaching program
• Provide guidance or advise customers on Skillsoft content, platform solutions, and service offerings using Skillsoft’s Digital Learning Principles and other frameworks
• 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 Organizational Impact reviews with clients tied back to business drivers and showing value of Pluma engagement
• 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)
• 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

Preferred Qualifications

• Solid understanding of business and leadership skills and competency development and their relevance to the organization's training needs
• Good conceptual knowledge of current Coaching Skills. Ability to advise customers on coaching engagements as well as 360 evaluations. Keeps up to date on changes within Coaching offering to maximize the platform experience for clients
• Demonstrated ability to build relationships at many levels across customer teams
• Experience in analysing data, visualizing success, and demonstrating value

Benefits

• Health insurance
• Retirement benefits
• Paid time off