Skillsoft
Customer Success Manager
Brand: Skillsoft
Req#: 492210
Updated: 01/07/2019
Job Type: Regular
Location: Bracknell UK
Category: Sales
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Job Description
The Manger role is considered an Industry Expert and will 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 Manager should either have experience in managing a diverse team or demonstrate strength in managing people. The Manager should have expertise in the eLearning industry; proven ability to articulate its features and benefits to all levels of the business enterprise, including understanding of the customer's business drivers. Experience in working with large, global, complex customers.

Position Responsibilities


• Drive Team Goals - Monthly Discussion (Team and 1:1's)
• Book of Business: Monthly Reviews of Renewal / Expires
• Assign Customer Success Managers to accounts and balance account assignments for the region
• Drive and Monitor CSM Certification
• Drive/Guide License Consumption and Data Analysis
• Drive pro-active application of Account Health Records: Pull and collaborate AHR detail for all strategic account planning calls.
• CSM Team Observation (virtual and Live): give feedback/assess development needs
• Encourage Individual Engagement and Drive Motivation
• Manage Meetings: Collaboration and Contributions
• CSM Team Meetings: Encourage collaboration and team share
• Collaboration with Sales Partners: Sales Management; CSD’s
• Manage Customer Escalations
• Manage Employee Performance: Recognition; Appropriate actions for underperformance (candid / critical conversations; process for PIPs)
• Hiring: Ongoing recruitment activities; Interviewing; Managing Attrition
• Succession Planning
• Performance Review: Annual process, quarterly touch points
• Reward and Recognise
• Manage special projects that impact the CSM organisation
• Ongoing Management Development
• Complete annual Manager Certification
• Demonstrate proficiency in internal processes
• Expense approval, holiday request approval
• Managing the assignment of accounts and engagement activities to the team


Job Requirements
• Possess 7+ years in the eLearning industry

• 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
• Expertise in the eLearning Industry; proven ability to articulate its features and benefits to all levels of the business enterprise, including understanding of the customer's business drivers
• Knowledge of current IT and End User technology, Business Skills and Competency Development with the ability to articulate their relevance to the organisation's training needs
• Knowledge of talent management and key organisational learning initiatives such as leadership development, management development and professional development
• Excellent knowledge in SkillSoft content, learning infrastructure and technology
• Familiarity with common web technologies (browsers, HTML, JavaScript, etc.)
• Expert knowledge in competency framework, needs assessments and ability to advise clients on learning solutions based on Skillsoft’s content library
• Exceptional experience in developing/coaching team members

Skills Required

• The Manager needs to be completely familiar with the CS Team roles, processes and responsibilities
• Managing a team and processes within a sales region
• Excellent in interpersonal relationships
• Superior consulting, listening and communication skills, evidenced by the ability to establish influential relationships with diverse customers, including business owners, sales directors and account executives
• Highly refined presentation skills, both virtual and live, including corporate/executive briefings
• 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 organisational 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. In major/global accounts, provide direction and foster teamwork to the Learning Consulting team in the region
• Excellent skills in common MS applications (Word, Excel, Outlook, PowerPoint)






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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