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Customer Success Manager (Kansas City, MO or St. Louis, MO)
Brand: Skillsoft
Req#: 453209
# of Positions: 0
Updated: 08/24/2017
Job Type: Regular
Location: Remote - Works From Home
Category: Sales
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Job Description

Position Overview:

The Customer Success Manager (CSM) will clearly articulate and demonstrate learning methodologies and best practices to Skillsoft’s customer base and is expected to share experiences with the Customer Success organization.

The CSM partners with the Skillsoft sales and services team to drive impactful value and develop existing customer relationships to secure renewal and growth. They are the primary account owner and trusted advisor to customer stakeholders and project teams and are responsible for driving program improvement, success and value throughout the customer lifecycle.  The CSM brings experience and knowledge in creating and driving impactful learning initiatives though the practice of Skillsoft’s strategic methodologies and emphasizes on program efficiencies, effectiveness and outcomes.  This role involves consulting with many levels and focuses on program design tied to organizational imperatives and business goals; strategic alignment; adoption, end-user experience; marketing and communication strategy planning and value measurement.

Position Responsibilities:

Accountable for enabling success throughout the customer lifecycle using Skillsoft consulting best practices and methodologies, to drive renewal and growth outcomes for designated customer accounts as assigned by the Manager, Customer Success.

Responsible for overall management of relationships and projects and is the main point of contact for the account team and the customer.  Establishes relationships with stakeholders and mobilizers across the customer organization and enlists and manages internal Skillsoft resources including Client Service Consultants, Services, Technical Resources, and others throughout the lifecycle as needed

Responsible for planning and driving ongoing account strategy (including setting account goals and priorities)

Conduct quarterly customer reviews of overall account health including benchmarking, adoption trends and best practices

Achieve annual certification in the use of Skillsoft methodologies, models and tools used to drive customer success, renewals and growth

Responsible for customer monthly license consumption reporting and quarterly data analysis providing solution findings and trends

Responsible and accountable for the customer Account Health Record, keeping details current and meeting established goals

Responsible for entering key customer activities into Salesforce on a regular basis

Responsible for pursuing strategic alignment opportunities throughout the customer organization

Responsible for vetting customer mapping requests to gain understanding of the initiative and deployment plan

Responsible for performing end-user audits for each customer and providing recommendations for improving the overall end-user experience

Maintain industry knowledge and trends via internal resources

Collaborate regularly and share best practices and successes with team

Engage the customer’s Learning and Talent   Teams and other Key Organizational Stakeholders in ongoing expansion and refinement of the program strategy in order to achieve ongoing program success and value

As a vital extension of the Skillsoft Sales and Services Team, the CSM contributes to the achievement of revenue goals as a support resource for up-selling and renewal opportunities

Participates on project teams that contribute to the overall Customer Success organization

Direct customers to self-serve options provided in Skillsoft’s customer portal

Participate in ongoing development in areas such as Skillsoft product knowledge; customer lifecycle management; various Skillsoft internal tools; and professional development (including business acumen; consultative skills; time-management; organization skills; project management, presentation skills, Excel and PowerPoint skills)

Demonstrates expert knowledge in Skillsoft content, learning design and technology

Channel technical issues to the appropriate resources and escalate custom satisfaction issues as needed

Demonstrates proficiency in internal processes

Desired Skills and Experience:

Expertise in the talent and learning, or digital technology 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, Compliance and Competency Development with the ability to articulate their relevance to the organization's learning and development needs

Knowledge of talent management and key organizational learning initiatives such as leadership development, management development and professional development

Expert knowledge in competency framework, needs assessments and ability to advise clients on learning solutions based on Skillsoft’s content library

Excellent consulting, listening and communication skills, evidenced by the ability to establish influential relationships with diverse customers, including business owners

Superior customer service skills demonstrating responsiveness, positive attitude and professionalism

Excellent facilitation skills for meetings and group activities, both virtual and live, demonstrating the ability to guide groups, listen and question effectively (includes corporate/executive briefings)

Excellent presentation skills, both virtual and live, in large and small group settings and exceptional knowledge of Webex

Excellent written communication skills, demonstrating the ability to write with purpose, clarity, and accuracy

Effective project management and organizational skills specifically managing multi-solution, simple to complex, concurrent projects

Excellent skills in critical thinking, problem solving and decision-making that balance analysis with responsiveness for independent, solution-focused action

Strong self-directed work habits, exhibiting initiative, drive, creativity, maturity, self-assurance and professionalism

Ability to easily adapt to change as it relates to customer strategy, internal/external relationships and organizational direction

Excellent data analytical skills

Excellent teamwork skills and ability to act as a strategic partner to the client and sales team

Advanced Excel and PowerPoint skills and proficient in Word and Outlook

Customer Focused – personally demonstrated that both external and internal customers are a high priority by identifying, and responding to their needs in a timely and efficient manner

Initiative – Recognizes opportunities and initiates actions to capitalize on them by looking for a new and productive ways to make an impact

Innovative Thinking – Embraces and champions new ideas and encourages others to do likewise

Building Organizational Commitment – Demonstrates commitment, loyalty and appreciation for the organization.   Conveys a high-level of concern for all employees, while helping to ensure that both their needs and those of the organization are met


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