Skillsoft
Manager, Customer Success
Brand: Skillsoft
Req#: 477119
Updated: 11/09/2018
Job Type: Regular
Location: Melbourne VIC
Category: Sales
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Job Description

Position Overview

Skillsoft is currently seeking a talented Senior Manager Customer Success, APAC to join our team.  Reporting to the VP & GM, you are considered an Industry Expert on how to drive value with Customers and can bring best practices on Customer Success Management.  Ideally, you can clearly articulate and demonstrate learning methodologies and best practices to Skillsoft’s customer base.  The Senior Manager, Customer Success possesses strength in working with and leading diverse teams and in managing people.  You are 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 Senior Manager Customer Success 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.

This role manages a team of 5 across Australia, New Zealand and Singapore (APAC).   

 

Ability to travel 30% of the time

 

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

 

Conduct regular prospect planning sessions with Sales to identify ways to support the progression of the sales cycle for key accounts

 

Participate in quarterly Business review meetings with Senior Management and Executive team

 

Assign accounts to the Customer Success Managers/Solution Architects and balance account assignments for the region

 

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 Customer Success Manager meetings by sharing best practices, success stories and innovative suggestions for continued process improvement, efficiency and consistency amongst the team

 

Align CSM Teams with the sales organisation in the implementation and execution of the Skillsoft Sales Management Methodology (SSAM)

 

Maintain knowledge of Skillsoft’s content, services and platform offerings

 

Foster collaboration and team share

 

Collaborate with regional sales partners at all levels

 

Manage and reinforce internal and external escalations

 

Manage employee performance, rewards, recognition; and appropriate actions for underperformance (candid/critical conversations; process for PIPs)

 

Manage expense approvals and vacation request approvals

 

Performance Measurement:     

  • Attainment and/or over achievement against defined business targets and quotas

 

 

Desired Skills and Experience

Possesses 7+ years in the –Customer Success management, with experience and success as a coach and/or mentor. Learning & Talent Industry experience highly desirable.

 

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

 

Possesses excellent interpersonal relationship skills

 

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. 

 

Effective leader of change, aligned to Skillsoft’s strategy and vision

 

Education and Certifications

 

Bachelor’s Degree in business, education or related field; or equivalent experience






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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