Client Success Manager

SkillLane for Business is the next generation enterprise digital learning platform that enables employees at any organization to acquires new skills anywhere anytime. Our mission is to help organizations achieve their people’s development needs.

The Client Success Manager is at the forefront of our mission to help organization achieve their people’s development needs. The journey starts at driving deployment & activation, leading to the on-going usage of our SaaS application by clients to maximize productivity bringing them closer to their aspired success goals. You will be responsible for working with our largest and most strategic clients. In this senior level role, you will maintain a high level of client satisfaction by building long-term strategic relationships with our clients and partners, ensuring that their experience with SkillLane for Business is transformative for their business.

A significant part of your role will be to serve as a client advocate, often functioning as a liaison between our clients and all internal SkillLane teams (e.g. Partners, Solution Architects, Marketing, Product, etc). This is a hands-on, high execution role which requires excellent business, technical and analytical skills to launch our product with SET50 companies.

This is an exciting opportunity to be part of a fast-growing team and become a true partner to our most strategic clients and shape how our product evolves by representing the voice of the client.

Responsibilities

  • Develop a trusted advisor relationship with client executive sponsors and help them translate their SkillLane for Business vision into execution reducing client churn, retaining, renewing as well as growing current contracts 
  • Represent and convey our value proposition to audiences ranging from Sr. Executives to technical stakeholders, driving adoption, engagement and growth
  • Build client adoption, engagement, reducing client churn, retaining, renewing as well as growing current contracts by identifying opportunities for business transformation with SkillLane for Business, including but not limited to helping clients become power users, facilitating activation activities, creating communication roadmap, introducing new features/functionalities and best practices to clients
  • Engage regularly with client via strategic and operational reviews to evaluate needs and strategic direction
  • Through the on-going client relationship, identify up-sell and cross-sell opportunities, and drive the desired business outcome by collaborating across different stakeholders. A “make it happen” mindset regardless of role definition is a must
  • Ensure internal alignment on account strategy by partnering with Marketing Managers, Content partners and Product owner to engage in pre-sales motions as necessary, develop and execute on client success plans and create the conditions for adoption and expansion
  • Continually assess, document, and analyze client progress toward stated goals and results
  • Drive initiatives to help build and scale the SkillLane for Business team and practices, including but not limited to setting up new processes, controlling service standard, leading and providing guidance to 4-5 junior member.
  • Gather client product feedback to shape product roadmap development
  • Adapt quickly to product changes and limitations, and communicate these strategically to stakeholders

Minimum Qualification

  • BA/BS degree required, MBA or other relevant advanced degree preferred
  • 7+ years of account management, sales or implementation experience at a software/SaaS company
  • 5+ years of business development, Account management or project management experience
  • Proven ability to build and maintain strong relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, sales and marketing experts
  • Excellent organization, project management, time management, and communication skills
  • Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the client experience
  • Strategic thinker who is comfortable in a fast-paced, always-on, highly ambiguous start-up environment
  • Ability to lead cross function business and technical teams to provide to achieve measurable impact
  • Proven ability to build and sell business cases to client teams
  • Strong understanding of business processes and their implementation into enterprise applications
  • Willingness to 'roll up one's sleeves' and assist wherever needed
  • Team player who will innovate to continue improving the way SkillLnae for Business serves its clients
  • Willingness to travel ~10% of the time
  • Fluent English and business fluency in Thai

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