Job Description

The Virtual Manager of Customer Success position is responsible for the day-to-day management of the Virtual Customer Success team members and related activities. Supervision of this group will encompass a significant portion of the overall responsibilities; however, this role will also include management of a reduced client account load.

Job Responsibilities

Team Management Accountabilities

Responsible for the overall supervision of the Customer Success team, including scheduling, training and performance management activities.

Assist in the development and tracking of work schedules and activities for Customer Success team members.

Manage new client account assignments and internal transitions.

Assist team members with developing strategies for working with challenging accounts or customer satisfaction issues.

Work with Regional Account Executives/Regional Vice Presidents/Area Vice Presidents to address concerns or customer satisfaction issues.

Provide coaching to team members to address specific opportunities for performance improvement.

Provide coaching regarding skill development opportunities and assist team members with professional development plans.

Participate in the interviewing and selection of new team members.

Coordinate training program new team members.

Facilitate training sessions for new and existing team members.

Coordinate team meetings and establish team goals.

Consult with Senior Management regarding the company's strategies to ensure that the Customer Success team are poised and prepared to meet current/future demands.

Manage or participate in special projects as required by Senior Management.

Participate in client, field, and management calls as needed to represent the Customer Success group.

Recommend and implement work process changes to improve overall operational efficiencies.

Meet or exceed the goals of the department by effectively communicating its mission to employees.

Provide support as needed on client account to cover when team members are out of the office.

Responsible for the workload distribution, project management of work, overall customer satisfaction rating of the Customer Success team.

Account Management Accountabilities

Build client relationships by facilitating the resolution of client problems and concerns.

Provide guidance or advice on initial set-up of customer programs; this may include pre-sales activities.

Manage client implementation/deployment and coordinate support activities.

Assist in the definition, implementation, rollout, marketing and continual evaluation of the e-learning program.

Host virtual Program Development sessions with clients of which include, but are not limited to:  Strategic Implementation, Measurement Planning, Marketing and Communication Planning, Program Review, Uncover new initiatives and audience needs, as well as be able to leverage group and corporate webinars.

Provide consultative support of the sales organizations efforts in renewing and upgrading client contracts by engaging in the appropriate support activities with customers.

Participate in conference calls, project teams, task forces and surveys as required.

Job Requirements

A post secondary education in Business or Education; or an equivalent combination of training and experience.

Demonstrated 3-5 years of relationship management experience in related field.

Experience or familiarity with computer–based training is a strong asset.

Experience in a fast paced work environment is also beneficial in this challenging position.

Good knowledge of Windows, eCommerce and Web/Internet platforms.

Expert level knowledge of Microsoft Operating systems as well as above-average experience with the following software:  Microsoft Office (Microsoft Word, Excel, Power Point, and Outlook).

Demonstrated ability to learn and utilize new technologies / systems.

Demonstrated strong familiarity with Internet and common web technologies (web browsers, HTML, JavaScript,and Flash).

Skills Required

Strong ability to effectively lead and motivate others; you will be a team player and a relationship builder.

Must be a highly motivated, self-starting individual who understands detailed tracking and follow-through.

Proven ability to coordinate activities between diverse cross-functional groups.

Strong "process" and analytical skills and problem solving abilities.

Strong customer service mind-set.

Customer Service experience with account responsibility.

Professional manner with strong interpersonal skills

Excellent interpersonal and communication skills.

Self-directed work habits, applied with creativity, resourcefulness and a sense of personal responsibility.

Ability to make large and small group presentations.

Ability to think strategically and plan for innovation/change; flexibility/adaptability.

Good consulting skills; demonstrating effective listening and communication skills.

Excellent Project Management, time management and organizational skills; and ability to perform under pressure.

Ability to communicate information and ideas clearly and concisely, orally and in writing with both clients and staff.

Strong interest in progression and growth (personal and professional).

Travel                                       Limited International