Coaching Customer Success Manager

Summary

Join Skillsoft as a Coaching Customer Success Manager and help organizations transform their learning programs. You will work closely with enterprise clients, ensuring they achieve desired outcomes through onboarding, adoption, expansion, and renewal. This role involves building strong relationships with clients, providing guidance on Skillsoft's digital learning solutions, and identifying opportunities for growth. You will analyze data, demonstrate value, and collaborate with the account team to drive retention and expansion. Proactive issue resolution and risk mitigation are key responsibilities. The ideal candidate possesses extensive customer success experience, strong communication skills, and a solid understanding of the digital learning industry.

Requirements

• 7+ years Customer Success experience or equivalent (e.g., sales, professional services) with a Bachelor's Degree in business, education or related field; or equivalent experience
• Experience using Salesforce CRM and Customer Success tools (e.g., Gainsight or other)
• Advanced Excel and PowerPoint skills and proficient in Word and Outlook
• 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
• Experience in analyzing data, visualizing success, and demonstrating value
• Solid understanding of business and leadership skills and competency development and their relevance to the organization's training needs. Continually expands knowledge around coaching and successful programs
• Good conceptual knowledge of current Coaching Skills. Ability to advise customers on coaching engagements as well as 360 evaluations
• Ability to consult, listen and communication skills, demonstrated by the ability to establish influential relationships with diverse customers, including business owners
• Excellent communication, facilitation and presentation skills for meetings and groups, both virtual and live, demonstrating the ability to guide individuals and groups, listen and question effectively with the ability to build relationships at many levels across customer teams
• Effective project management and organizational skills, specifically managing a high-volume customer base
• Possess critical thinking, problem solving and decision-making 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 sale team
• Ability to easily adapt to change as it relates to customer strategy, internal/external relationships, and organizational direction
• Must be a US Citizen

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 Coaching 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 & externa)
• Monitor and document account health and identify and mitigate risk within your assigned accounts
• Stay up to date on changes within Coaching offering to maximize the platform experience for clients
• Respond to activities and create follow up tasks in a timely manner

Benefits

Medical, dental, vision, and paid time off