Coaching Customer Success Manager

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.

Skillsoft is seeking a Coaching Customer Success Manager with a passion for digital learning to enable organizations to reskill and upskill their employees.  They manage a portfolio of more complex Enterprise customers and are responsible for customer retention and satisfaction.

As a Coaching Customer Success Manager, you will have the opportunity to work closely with the customer’s learning leaders after the purchase of Skillsoft solutions to ensure the customer’s desired outcomes are met through onboarding, adoption, expansion and renewal. Our Customer Success Manager (CSM) plans and drives ongoing account strategy working with the customer to establish critical goals, or other key performance indicators, and aids the customer in achieving their goals and desired outcomes. The Customer Success Manager teams with Skillsoft account executives and other internal partners to ensure high renewal rates

Key Responsibilities

• Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services
• Ensure customer success by consulting during the process of defining, implementing, launching, promoting, and continually evaluating the digital coaching program
• Provide guidance or advise customers on Skillsoft content, platform solutions, and service offerings using Skillsoft’s Digital Learning Principles and other frameworks
• Build relationships by being a customer advocate. Develop and enhance customer learning initiatives and facilitate the resolution of customer problems and concerns
• Guide customers to develop and enhance their digital learning program by providing relevant tools and other resources 
• Maintain a cadence of communicating with customers about their adoption and usage trends, overall satisfaction, and mining opportunities for deeper engagement
• Conduct Organizational Impact reviews with clients tied back to business drivers and showing value of Coaching engagement
• Analyze white space and identify up-sell and cross-sell opportunities.
• Collaborate with Account Team to ensure expansion and renewal
• Drive retention and growth among customers by understanding their business needs and helping them succeed by achieving targeted activity and renewal goals on a monthly, quarterly, and annual basis
• Take proactive steps to address potential issues before they become larger setbacks to success and manage resolution and escalation of on-going support issues to relevant stakeholders (internal & externa)
• Monitor and document account health and identify and mitigate risk within your assigned accounts
• Stay up to date on changes within Coaching offering to maximize the platform experience for clients
• Respond to activities and create follow up tasks in a timely manner

Skills Requirements

• 7+ years Customer Success experience or equivalent (e.g., sales, professional services) with a Bachelor's Degree in business, education or related field; or equivalent experience
• Experience using Salesforce CRM and Customer Success tools (e.g., Gainsight or other)
• Advanced Excel and PowerPoint skills and proficient in Word and Outlook
• Training or consulting experience with account management responsibility
• Solid knowledge of the digital learning industry with the ability to articulate its features and benefits to all levels of the business enterprise, including understanding of the customer's business drivers
• Experience in analyzing data, visualizing success, and demonstrating value

Qualification Requirements

• Solid understanding of business and leadership skills and competency development and their relevance to the organization's training needs.  Continually expands knowledge around coaching and successful programs
• Good conceptual knowledge of current Coaching Skills.  Ability to advise customers on coaching engagements as well as 360 evaluations
• Ability to consult, listen and communication skills, demonstrated by the ability to establish influential relationships with diverse customers, including business owners
• Excellent communication, facilitation and presentation skills for meetings and groups, both virtual and live, demonstrating the ability to guide individuals and groups, listen and question effectively with the ability to build relationships at many levels across customer teams
• Effective project management and organizational skills, specifically managing a high-volume customer base
• Possess cr