About SumTotal:
SumTotal Systems, LLC, is the largest independent provider of integrated HR applications and the only provider to deliver Talent Expansion™, a whole new approach to discovering, developing and unleashing hidden potential within our customers’ workforce.
SumTotal has nearly 30 years of learning and HR software experience. High-performing organizations recognize that learning and development are core to their business success and overall talent management and workforce initiatives. That’s why more than 3,500 organizations, including many of Fortune’s “Best Places to Work,” rely on SumTotal’s on-premise and cloud-based applications to enable their employees.
About the Role:
The Customer Support Account Manager will serve as the identified SumTotal Program Manager for our major customer account(s), serving as the point integrator for significant projects, escalations, and changes. The Customer Support Account Manager will be responsible for partnering with account executives and operations managers, and also managing large client engagements, focusing on the intersection between ongoing operations, account/support issues, and significant services requests. This position may require up to 40% travel.
Duties and Responsibilities:
• Work closely with the Sales, Professional Services, OD and/or Support organizations to facilitate resolution to escalated client situations and drive completion of root cause analyses as necessary
• Become our main client contacts’ trusted partner.
• Prepare and deliver client account performance reports and executive level ad hoc reporting, as required and maintain executive scorecards on a quarterly basis.
• Serve as a SumTotal change manager to help ease and facilitate clients through large projects.
• Develop and implement process improvements and standard operating procedures to maximize efficiencies and consistently exceed client service levels.
• Identify, create, and deploy proactive customer experience campaigns that drive retention and customer success.
• Actively identify additional revenue opportunities for SOW, cross product sales or training that will increase SumTotal value to the customer and increase customer satisfaction
• Effectively resolve escalated client issues and complete root cause analyses, when appropriate, in order to prevent future occurrences.
• Manage ad hoc client management and organizational programs and projects, as necessary
Skills & Requirements:
• Bachelor’s degree or equivalent work experience.
• 4+ years of experience implementing complex software solutions in a direct client role.
• Prior experience working in a technical, project management, or consulting environment.
• Demonstrated client relationship and interpersonal skills.
• Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use.
• Comfortable with fast paced environment and all aspects of change management.
• Able to be successful with ambiguity and solving the client issues, working across functional lines to advocate and solve issues for the client.
Preferred Requirements:
• Strong verbal and written communication skills.
• High proficiency using Microsoft Office tools.
SumTotal Systems is an AA/EEO/Disabled/Veteran's employer.
Skillsoft is an Equal Opportunity-Affirmative Action Employer: It is the policy of Skillsoft Corporation to provide equal employment opportunities to applicants and employees without regard to race, color, national origin, citizenship, religion, sex, sexual orientation, age, marital status, disability (mental or physical), protected veteran status, genetic information or any other class protected by law