Customer Success Manager

Job Description
Customer Success Manager
One of our clients is on the lookout for an ambitious and proactive Customer Success Manager to join their team. With your experience and enthusiasm for this role, you will help customers online, with plans for and execution of onboarding and guidance to achieve their objectives and maximize output of their investment in the product. They are a leading provider of e-learning authoring tools. Instead of creating your own e-learning and documentation manually, they offer an authoring tool to record all your business processes once, and automatically generate narrated interactive videos, written instructions, hands-on-labs, PowerPoint slide decks, and a virtual assistant that work directly on top of your live system. And now learners can also use AI to chat with content.
What you will be doing

• Manage a portfolio of customers of varying sizes and complexity, advocating for them to drive adoption of the product and managing all day-to-day communication
• Build strong Operational and Executive relationships with all customers through their implementation and use of the product
• Develop a deep functional understanding of the features and benefits of the product and work with the customer to demonstrate how these will provide value to their business
• Manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accounts
• Periodically assess each customer's level of adoption across the application and identify areas of improvement
• Identify signs of customer dissatisfaction, building mitigating actions into a Success Plan to minimize churn, and escalate as appropriate
• Determine and direct customers to the relevant resources (documentation, training, or experts) to solve questions or secure customer enablement

Your skills and qualities

• Service-oriented customer-centric mindset
• 3+ years of Customer Success or Presales experience preferably within a SaaS organization or with experience from Microsoft, IFS, Oracle or SAP
• Consistent track record of achieving personal and team goals
• History of thriving in a rapidly changing environment
• Internal & external stakeholder management
• Experience in handling user adoption of new IT solutions
• Ability to navigate customer organizational structures to identify and build relationships with both executive and operational level stakeholders
• Strong consulting skills & ability to become a trusted advisor to our clients or stakeholders
• Ability to quickly grasp and distinctly explain technological and business concepts
• Bachelor's degree from an accredited university or college, or equivalent experience
• Some knowledge of ERP systems is an advantage but not a requirement