Client Success Manager

The Client Success Manager (CSM) manages the post-new business sales customer experience. CSM success metrics are client satisfaction, retention and growth.

The CSM is responsible for the creation and ongoing management of the success plans which includes collaboration with key client contacts and internal business partners. The CSM must have strong marketing domain knowledge and ability to learn marketing technologies.

A successful candidate will have the desire and ability to become an extension of the client team, understand their key objectives & priorities, associated KPIs, and assist in mapping out a path to success and a healthy return on investment. The CSM must effectively collaborate with a wide array of internal teams (Support, Sales, Marketing, Services, Product, Legal, Finance and Operations) to orchestrate and optimize the customer experience.

Given that the CSM is responsible for the overall relationship between clients and our business, the ultimate goal is for the Client Success Manager to earn ‘trusted advisor’ status with their assigned accounts and be viewed as the guide to all that SkillLane can bring to bear against their digital learning priorities.

THE RESPONSIBILITIES:

  • Being a point of contact accountable for the overall success of the client relationship and client satisfaction.
  • Being client-obsessed and in constant discovery mode, working to understand the client organization, client business objectives, KPIs L&D solutions in their stack and how they are managing learning & development experience of their employees within the organization. Follow the client’s own press including earnings calls and trade publications to ensure their priorities are understood and are being addressed.
  • Share SkillLane vision with clients and actively working with them to maximize the value they derive from SkillLane for business solution.
  • Preparing and coordinating periodic business reviews, including working with the client to set an impactful agenda and managing internal resources to deliver
  • Understanding clients’ technology needs and advocating for appropriate product enhancements on behalf of clients inclusive of transform broad requirement into functional requirement.
  • Management of all aspects of the client relationship, inclusive of client negotiations, internal forecasting, program adoption plan, reporting and adoption strategy.
  • Project managing renewal and upsell cycles to close on-time
  • Generate pipeline for expansion into new areas of clients’ business and create opportunities for growth via expanded offerings
  • Ownership of risk mitigation which may include management of client facing remediation plans and internal management of action items designed resolve items contributing to retention risk
  • Fulfilling all internal requirements associated with keeping CRM up-to-date

REQUIREMENTS:

  • Experience managing enterprise customer relationships and success with SaaS solutions
  • Account planning experience – creation and management of account/success plans for enterprise customers
  • Ability to establish and foster relationships at multiple levels in an organization – from day-to-day user to the C-level
  • Experience working with cross-functional, enterprise-wide teams and collaborating on optimizing the client experience
  • Experienced in the role of Consultant, Analyst or RM is preferred.
  • Self-driven with the energy and resilience to perform consistently at a high level in a fast-paced environment
  • Excellent Client management skills and strong communication & negotiation skills

ร่วมงานกับ SkillLane

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Client Success Manager

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