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