Coaching Customer Success Manager

The Customer Success Manager - Coaching at Skillsoft has a passion for digital learning to enable organizations to reskill and upskill their employees. They manage a portfolio of more complex Enterprise customers and are responsible for customer retention and satisfaction.

The Customer Success Manager works closely with the customers learning leader(s) after the purchase of Skillsoft solutions to ensure the customers desired outcomes are met through onboarding, adoption, expansion and renewal. The 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 Customer Success Manager teams with Skillsoft account executives and other internal partners to ensure high renewal rates

OPPORTUNITY HIGHLIGHTS:

• 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 Skillsofts 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

ENCOURAGED RESULTS (EXTERNAL: WITHIN 6 - 9 MONTHS)

• After completing our comprehensive onboarding program, we expect you to have gained expert product knowledge in Skillsoft content, learning design and technology as well as our Digital Learning Principles
• Actively ensure there is a Success Plan in place for each of your accounts and successfully apply and use strategic tools and resources (Strategic Implementation Process, Learning Maturity Framework, Impact Survey) to move customer programs into higher maturity stages.
• Establish Governance Model for each customer, which defines our engagement cadence, to ensure we effectively manage the account.
• Achieve or exceed Skillsofts defined Key Performance Indicators (NRR, Account Health Records, CBR)
• Complete the CSM Journey on Percipio

SKILLS & QUALIFICATIONS:

BASIC SKILLS & QUALIFICATIONS

• 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

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 around coaching and successful programs.
• 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
• 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
• 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
• 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