Skillsoft
Senior Customer Success Manager
Brand: Skillsoft
Req#: 459080
# of Positions: 0
Updated: 12/26/2017
Job Type: Regular
Location: Mumbai India
Category: Sales
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Job Description

Position Overview:

The Senior Customer Success Manager (Sr.CSM) will clearly articulate and demonstrate learning methodologies and best practices to Skillsoft’s customer base and is expected to share experiences with the Customer Success organization.

The Senior CSM partners with the Skillsoft sales and services team to drive impactful value and develop existing customer relationships to secure renewal and growth. They are the primary account owner and trusted advisor to customer stakeholders and project teams and are responsible for driving program improvement, success and value throughout the customer lifecycle. The Senior CSM brings experience and knowledge in creating and driving impactful learning initiatives through the practice of Skillsoft’s strategic methodologies and emphasizes on program efficiencies, effectiveness, and outcomes. This role involves consulting with many levels and focuses on program design tied to organizational imperatives and business goals; strategic alignment; adoption, end-user experience; marketing and communication strategy planning and value measurement.

Position

 

Desired Skills and Experience:

 

· Possess 7+ years in the talent and learning or digital technology industry

· Demonstrated expertise in the talent and learning, or digital technology industry; proven ability to articulate its features and benefits to all levels of the business enterprise, including understanding of the customer's business drivers

· Superior knowledge of current IT and End User technology, Business Skills, Compliance and Competency Development with the ability to articulate their relevance to the organization's learning and development needs

· Strong knowledge of talent management and key organizational learning initiatives such as leadership development, management development and professional development

· Expert knowledge in competency framework, needs assessments and ability to advise clients on learning solutions based on Skillsoft’s content library

· Excellent consulting, listening and communication skills, evidenced by the ability to establish influential relationships with diverse customers, including business owners

· Superior customer service skills demonstrating responsiveness, positive attitude and professionalism

· Excellent facilitation skills for meetings and group activities, both virtual and live, demonstrating the ability to guide groups, listen and question effectively (includes corporate/executive briefings)

· Excellent presentation skills, both virtual and live, in large and small group settings and exceptional knowledge of Webex

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

· Effective project management and organizational skills specifically managing multi-solution, simple to complex, concurrent projects

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

· Strong self-directed work habits, exhibiting initiative, drive, creativity, maturity, self-assurance and professionalism

· Ability to easily adapt to change as it relates to customer strategy, internal/external relationships and organizational direction

· Leadership experience in mentoring and coaching others

· Excellent data analytical skills

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

· Advanced Excel and PowerPoint skills and proficient in Word and Outlook

· 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

 

 





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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