Position Overview

Skillsoft is currently seeking a talented Customer Success  Team Lead (TL) for our Western region to join our Customer Success team.. The TL will be a combination of a Customer Success Manager and Manager. The TL will be expected to perform all responsibilities of a CSM and a manager. The Customer Success TL is considered an industry expert and can clearly articulate and demonstrate learning methodologies and best practices to Skillsoft’s customer base, CS organization and Sales teams to guide best practices.  The TL possesses strength in working with and leading diverse teams and in managing people.  The TL is a thought leader who can communicate effectively and work cross-functionally with leaders across the organization as well as effectively build a team culture comprised of collaboration and teamwork.  The TL should possess the ability to demonstrate personal accountability and achievement and be influential and adept in driving accountability and high performance through goals to a team. Below are the responsibilities of the manager role for the Team Lead

Position Responsibilities

Drive team goals and expectations through frequent review and prioritization

Responsible for book of business: Monthly reviews of renewal, expires and pro-active account analysis

Participate in quarterly service review meetings with Senior Management and Executive team

Assign accounts to the Customer Success Managers and balance account assignments for the region

Drive and monitor team certification

Drive and guide individual and team goals

Drive pro-active application of Account Health Records (AHR’s), review overall customer progress and leverage in strategic account planning calls

Observe and participate in virtual and live meetings conducted by team members, provide feedback and assess applicable development needs

Encourage Individual engagement and drive motivation

Collaborate and contribute to Customer Success Manager meetings by sharing best practices, success stories and innovative suggestions for continued process improvement, efficiency and consistency amongst the team

Foster collaboration and team share

Collaborate with regional sales partners at all levels

Manage and reinforce internal and external escalations

Manage employee performance, rewards, recognition; and appropriate actions for underperformance (candid/critical conversations; process for PIPs)

Effectively manage ongoing recruitment activities such as interviewing; hiring and managing attrition and succession planning

Conduct annual performance reviews and engage in quarterly touch points

Volunteer for and manage special projects that impact the CS organization

Take part in ongoing management development provided by Skillsoft, and complete annual Customer Success Manager Certification

Demonstrate proficiency in internal processes

Manage expense approvals and vacation request approvals

Desired Skills and Experience

Customer Focused – personally demonstrated that both external and internal customers are a high priority by identifying, and responding to their needs in a timely and efficient manner

Initiative – Recognizes opportunities and initiates actions to capitalize on them by looking for a new and productive ways to make an impact

Innovative Thinking – Embraces and champions new ideas and encourages others to do likewise

Building Organizational Commitment – Demonstrates commitment, loyalty and appreciation for the organization. Conveys a high-level of concern for all employees, while helping to ensure that both their needs and those of the organization are met

Possesses 7+ years in the elearning industry, with experience and success as a coach and/or mentor

Shows proven ability to successfully lead projects and manage people; has exceptional experience in developing/coaching team members

Possesses excellent knowledge in Skillsoft content, learning infrastructure and technology; also must be familiar with CS organization team roles, processes and responsibilities

Familiarity with common web technologies - (browsers, HTML, JavaScript, etc.)

Possesses knowledge of competency framework, needs assessments and ability to advise clients on learning solutions based on Skillsoft’s content library; also shows knowledge of SumTotal solutions

Shows expertise in demonstrating solution value to customers

Possesses excellent interpersonal relationship skills

Superior consulting, listening and communication skills, evidenced by the ability to establish influential relationships with diverse customers (internal and external), including business leads, sales directors and executives

Highly refined presentation skills, both virtual and live

Superior facilitation skills for meetings and group activities, both virtual and live, demonstrating the ability to guide groups, and listen and question effectively

Excellent written communication skills, demonstrating the ability to write with purpose, clarity, and accuracy

Effective project management and organizational skills

Superior skills in critical thinking, problem solving and decision-making that balance analysis with responsiveness for independent, solution-focused action

Superior self-directed work habits, exhibiting strong initiative, drive, creativity, maturity, self-assurance and professionalism

Excellent teamwork skills and the ability to act as a strategic partner to the client and the sales team. 

Excellent skills in common MS applications (Word, Excel, Outlook, PowerPoint)

Education and Certifications

Bachelor’s Degree in business, education or related field; or equivalent experience