Customer Success Manager

PURPOSE

You will successfully retain and grow your customers from the onboarding phase through to annual renewal by creating and maintaining long-term, trust-based relationships and developing additional business opportunities. You will liaise with cross-functional, global internal teams (including sales, professional services, content and technology) to improve the entire customer experience and will negotiate new terms and pricing at the point of renewal using the Skill Dynamics renewal process. You are customer-oriented with a drive to achieve goals and maintain a great customer experience, listening to our customers to understand their goals and concerns. You will be able to suggest forward-thinking ideas to promote our services, current and new, and work closely with your customers to understand their needs and exceed their expectations.

PRINCIPAL RESPONSIBILITIES

Work with assigned portfolio of customers to provide learning solutions, develop new business, drive usage and to ensure customer satisfaction

Serve as primary day-to-day liaison with assigned customers and maintain positive ongoing relationships

Manage multiple projects simultaneously while interfacing with different internal and external stakeholders

Reflect the very best of Skill Dynamics to your customers

EXPERIENCE AND QUALIFICATIONS

Technical Skills:

At least 2 years of Account Management, Customer Success or Sales team experience managing customers through success, planning, retention and growth

Ambition to forge a career in a commercial role within a growing private equity backed business

Willingness to learn new skills in customer growth, sales, negotiation and contracting

Ambition to move up in the business is fully supported as opportunities to develop will increase as the business grows

Strong presentation and communication skills with an ability to easily build rapport

Autonomous attitude and ability to work well unsupervised

Competent IT skills. Proficient in CRM/MS Excel / Word / Power Point / LinkedIn

Soft Skills:

• Strong organizational and time management skills to ensure deadlines are met while maintaining high-quality work.
• A team player who enjoys working with others and contributing to the success of the team.
• A strong sense of ownership and accountability