The Customer Success Support Specialist (CSSS) primary aim is to support the Customer Success organisation in EMEA. The CSSS partners with the CSM/SA team to help support existing customer and partner relationships to secure renewal and growth.
This job role is specifically geared toward administrative and tactical aspects of the relationship between the client/partner and Skillsoft.
Position Responsibilities:
• Performs administrative tasks associated with client/partner Skillsoft e-learning solution. May include one, several or all of the following:
o LMS Administration (SkillPort, LMS or Third Party LMS)
o Providing reporting and assisting clients/partners with other data intensive tasks
o Mapping SkillSoft and other learning content to identified behaviors, competencies, job roles, etc.
o Administration tasks including Platform Admin, internal processes to build, update, maintain sites
o Develops efficient Administrative processes and procedures for client/partner ongoing implementation of Skillsoft and potentially other 3rd party learning assets
o Assists client/partner with ramp up of new or existing contracted Skillsoft products and technology
o Provides professional communication with clients via phone and written correspondence
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• Collaborate regularly and share best practices and successes with team
• Channel technical issues to the appropriate resources and escalate custom satisfaction issues as needed
• Demonstrates proficiency in internal processes
• Demonstrates knowledge in Skillsoft content and technology
• Uses sound project management principles to proactively schedule projects and to track all work.
• May act as a liaison for SkillSoft and provide a communication point of contact for system changes and updates as it relates to the client’s existing and proposed e-learning solutions within the parameters of the contract.
• Customer Focused – personally demonstrates an exceptional level of customer support to external and internal customers by identifying, and responding to their needs in a timely and efficient manner
Qualifications / Critical Skills:
• Excellent customer service experience
• Ability to exercise tact and discretion in client/partner relationships
• Excellent time management and organizational skills; and ability to perform under pressure
• Self-directed work habits with sense of personal responsibility
• Excellent, problem solving and analytical skills
• Professional manner with strong interpersonal skills; a team player and a relationship builder
• Ability to work, network, interact and support effective partnerships in a virtual manner with key groups and individuals
• Excellent reflective listening skills
• Strong verbal and written communication skills
Technologies:
• Advanced level of desktop application skills (Word, Outlook, Excel and PowerPoint)
• Ability to learn new technologies and applications quickly
• Skillsoft specific technologies
Requested Education & Experience
• At least 3 years experience in technology solutions and/or client services
• Some experience with large accounts, national or global implementations strongly recommended
• Previous experience with virtual teams strongly recommended
• Experience working in a fast-paced environment with a multi-dimensional role
• College graduate or equivalent experience
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
