Enterprise Customer Success Manager

20 hours ago

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Skillable

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virtualization tools • training management applications • virtual machine hosting • eLearning delivery • cloud slice

51 - 200

💰 Private Equity Round on 2021-03

Description

• The seasoned Enterprise Customer Success Manager is responsible for leading and ensuring the success and satisfaction of Skillable’s enterprise, fortune 500 companies. • Responsible for serving as a thought partner on strategy development and the role that Skillable plays for customers. • Ensure customers achieve their desired outcomes and maximize the value they receive from Skillable's products and services. • Partner with stakeholders and bring knowledge of how to navigate large organizations to help clients achieve fully realized and successful product adoption. • Establish, grow, and maintain strong relationships with enterprise customers, including executives, decision-makers, and influencers. • Build relationships and credibility with key contacts at all levels; proactively identify contact gaps and work cross-functionally to foster those new relationships. • Manage the risk, health and success of enterprise customers and help them achieve their desired outcomes. • Collaborate with cross-functional Skillable teams, such as sales, marketing, product development, and customer support, to ensure enterprise customers’ needs and expectations are met. • Conduct regular account reviews and present account performance reports to internal and external senior management and stakeholders; identify areas for improvement and growth opportunities. • Identify upsell and cross-sell opportunities to increase Skillable revenue and maximize customer lifetime value. • Manage and track customer satisfaction and feedback and ensure timely resolution of any issues. • Provide strategic guidance, teachings and best practices to enterprise customers on how to maximize the value of the company's products or services. • Stay up to date with industry trends and competitive landscape and use knowledge to provide strategic guidance to the enterprise customer and internal teams. • Develop and execute customer success plans and strategies to achieve customer retention and business objectives. • Monitor product adoption and business outcomes; identify opportunities for improved usage and impact and see those opportunities through with customers. • Drive customer satisfaction through impeccable execution and strategic value add, guaranteeing custom renewal. • Support and promote the company values through positive interactions with both internal and external partners and customers on a regular basis. • Other strategic business initiatives or cross-functional project involvement as required.

Requirements

• Bachelor’s degree in related field (business administration, sales, etc.) or relevant professional experience. • 10 + years of professional experience working in account management, customer success, or a similar field. • 3 + years working in an Enterprise level Customer Success role for a tech company, a tech education company required. • Experience managing a book of business including enterprise, fortune 500 companies. • Experience working with large European companies preferred. • High business acumen and intangible skills to represent Skillable in a professional and helpful way. • Strong problem-solving and business analysis skills. • Naturally inquisitive with a desire to solve problems and dig into detailed analysis. • Negotiation experience a plus. • Experience working cross-functionally and promoting collaborative partnerships to drive results. • Proven ability to communicate effectively to various audiences/levels including leadership through various mediums. • Ability to take a complex product/financial/pricing issue(s)/problem(s) and deconstruct it into a concise, impactful message(s). • Thorough understanding (or willingness to learn expeditiously) of business operations and processes.