Manager, Internal Customer Success

Job Responsibilities

• Build and Empower a High-Performing Team:
  • Recruit, onboard, and develop a passionate team of internal customer success specialists focused on providing user-centric support and training.
  • Foster a supportive and collaborative team environment that prioritizes continuous learning and open communication.
  • Empower your team to be champions and mentors for internal customers, offering personalized support and fostering growth within the organization.
  • Develop Comprehensive Training and Onboarding Strategies:
    • Collaborate with departments to understand training needs and develop a comprehensive strategy aligned with business goals.
    • Design and deliver engaging training formats catering to different learning styles, ensuring knowledge retention and user-friendliness.
    • Continuously refine training programs based on data, feedback, and evolving technological advancements
    • Drive Seamless Technology Adoption and Proactive Support:
      • Develop and track key metrics to measure the impact of internal customer success initiatives.
      • Proactively identify and address roadblocks to adoption, providing timely support to overcome challenges.
      • Partner with other departments to drive awareness and utilization of internal resources.
      • Support Process Oversight & Optimization:
        • Oversee support processes to ensure efficiency and effectiveness.
        • Identify opportunities for process improvement and optimization to enhance the overall support experience.
        • Data Collection for Management Reporting and Transparency:
          • Establish data collection mechanisms to gather relevant metrics for management reporting.
          • Ensure transparency by sharing insights and reports with relevant stakeholders to facilitate informed decision-making.
          • Build Strong Relationships and Collaboration:
            • Cultivate strong relationships with key stakeholders across departments, acting as a trusted advisor for technology-related needs.
            • Collaborate with leaders to ensure alignment of internal customer success initiatives with organizational strategy.
            • Embrace Continuous Improvement and Innovation:
              • Stay informed about industry trends and best practices, identifying opportunities for improvement and innovation.
              • Foster a culture of continuous learning and improvement within your team.

Job Requirements

• Bachelor's degree in Computer Science, Customer Success, Training & Development, or related field (or equivalent experience).
• Minimum of 5 years of experience in a customer success role, preferably in an internal setting.
• Proven track record of building and leading high-performing teams.
• Strong analytical and problem-solving skills, with an understanding of technical concepts.
• Excellent communication, interpersonal, presentation skills.
• Experience with project management methodologies and learning management systems.
• Passion for building a customer-centric culture and understanding its role in achieving technological goals and employee success.
• Proven ability to provide excellent support, build rapport, and effectively address user needs.

To learn more about our organization and the exciting work we do, visit www.cambiumlearning.com 

An Equal Opportunity Employer

We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, age, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.