At Skillsoft, we propel organizations and people to grow together through transformative learning experiences. We believe every team member has the potential to be AMAZING. Join us in our quest to transform learning and help individuals unleash their edge.
OVERVIEW:
The Manager 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.
OPPORTUNITY HIGHLIGHTS:
Lead the Customer Success Team, Drive Goals, Performance and key metrics to drive retention and expansionMeet or exceed performance goals in base, renewal rates and customer retention and expansionDrive programs and services across customers that grow and promote adoption, customer health, renewal/expansion, and likelihood to recommend SkillsoftMonthly Account Reviews for Renewal/ExpiresFoster cross functional collaboration and culture within the team and with internal partners Team with Sales, Marketing, Support, Professional Services, Product and EngineeringAssign Customer Success Managers to accounts and balance account assignments for the regionDrive pro-active application of Account Health Records: pull and collaborate AHR detail for all strategic account planning callsUse PBI tool/data - use to drive account reviewsManage Customer Escalations/Safeguard/SIMCollaboration with Sales Partners: Sales Management; AE'sHire, coach, develop and motivate individuals to be strong CS leaders of their business and continuously sell value to the customersSuccession PlanningPerformance Review: Annual process, quarterly touch pointsCS Manager Meetings: Collaboration and ContributionsCS Team Meetings: Encourage collaboration and team shareManage Employee Performance: Recognition; Appropriate actions for underperformance (candid / critical conversations; process for PIPs)Manage special projects that impact the CS organizationOngoing Management DevelopmentDrive and Monitor CSM Team CertificationDemonstrate proficiency in internal processesSKILLS & QUALIFICATIONS:
Possess 7+ years in the eLearning industry3-5+ years of management experience in Customer Success, Account Management or related disciplines for a global B2B tech, SaaS or enterprise software business Customer facing experience with large, strategic customersCustomer Focused - personally demonstrates an exceptional level of customer support to external and internal customers, establishing and growing relationships with all levels with enterprise organizations, influential individuals, managers and C-suite. Strong leadership, business development, and communication (verbal, written and presentation) skills Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plansExpertise 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 driversKnowledge of current IT and End User technology, Business Skills and Competency Development with the ability to articulate their relevance to the organization's training needs, talent management and key organizational learning initiatives such as leadership development, management development and professional developmentExpert knowledge in competency framework, needs assessments and ability to advise clients on learning solutions based on Skillsoft's content libraryExceptional experience in developing/coaching team membersFamiliarity with common web technologies (browsers, HTML, JavaScript, etc.)Experience with change management and business optimization improvement initiativesProven ability to succeed in a fast-paced, dynamic and high growth technology environmentWilling to travel based on customer and business needsThe manager needs to be completely familiar with the CS Team roles, processes and responsibilitiesManaging a team and processes within a sales regionExcellent in interpersonal relationshipsSuperior consulting, listening and communication skills, evidenced by the ability to establish influential relationships with diverse customers, including business owners, sales directors and account executivesHighly refined presentation skills, both virtual and live, including corporate/executive briefingsSuperior facilitation skills for meetings and group activities, both virtual and live, demonstrating the ability to guide groups, and listen and question effectivelyExcellent written communication skills, demonstrating the ability to write with purpose, clarity and accuracyEffective project management and organizational skillsSuperior skills in critical thinking, problem solving and decision-making that balance analysis with responsiveness for independent, solution-focused actionSuperior self-directed work habits, exhibiting strong initiative, drive, creativity, maturity, self-assurance and professionalismExcellent 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 regionExcellent skills in common MS applications (Word, Excel, Outlook, PowerPoint)Target salary range for this job requisition is anticipated to be $130,000 to $165,000 annualized.
We also offer full benefits. The company may modify salaries, salary ranges and/or Pay Plans from time to time as it deems necessary.
OUR VALUES:
WE ARE PASSIONATELY COMMITTED TO LEADERSHIP, LEARNING, AND SUCCESS. WE EMBRACE EVERY OPPORTUNITY TO SERVE OUR CUSTOMERS AND EACH OTHER AS
ONE TEAMOPEN AND RESPECTFULCURIOUSREADYTRUE
MORE ABOUT SKILLSOFT:
Skillsoft delivers online learning, training, and talent solutions to help organizations
unleash their edge . Leveraging immersive, engaging content, Skillsoft enables organizations to unlock the potential in their best assets - their people - and build teams with the skills they need for success. Empowering 36 million learners and counting, Skillsoft democratizes learning through an intelligent learning experience and a customized, learner-centric approach to skills development with resources for Leadership Development, Business Skills, Technology & Development, Digital Transformation, and Compliance.
Skillsoft is partner to thousands of leading global organizations, including many Fortune 500 companies. The company features three award-winning systems that support learning, performance and success: Skillsoft learning content, the Percipio intelligent learning experience platform, which offers measurable impact across the entire employee lifecycle. Learn more at www.skillsoft.com .
Thank you for taking the time to learn more about us.If this opportunity intrigues you, we would love for you to apply!
NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Skillsoft does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Skillsoft employee or hiring manager in any form without a signed Skillsoft Employment Agency Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.
Skillsoft is an Equal Opportunity-Affirmative Action Employer: It is the policy of Skillsoft (US) 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.
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