Skillsoft is currently seeking a talented Customer Success Team Lead (TL) to join our Customer Success team. The TL will be a combination of a Customer Success Manager (CSM) and Manager, Customer Success The TL will be expected to perform all responsibilities of both consultant 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, Customer Success 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 CSMs/Learning Program Architects 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 Manager, Customer Success 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
In conjunction with the Manager, manage employee performance, recognition, and appropriate actions for underperformance
Effectively manage ongoing recruitment activities such as interviewing, hiring and managing
Conduct monthly 30x30 reviews and engage in quarterly touch points
Volunteer for and manage special projects that impact the Customer Success 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
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 Customer Success 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
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)
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