Customer Success Manager

Customer Success Manager

At Interskill Learning, we are all about people and making work matter. We believe every team member is awesome and has the potential to be INCREDIBLE. We are bright, motivated, and most of all, real. Join us in our mission to train Mainframers worldwide.

OVERVIEW:

Interskill Learning’s Professional Services team provides value-add services and support that enables our customers to maximize the impact of their training investment.

We are currently seeking a Customer Success Manager (CSM) who will manage and support our Sales Account Executives and a portfolio of customers. The CSM is responsible for following best practice project guidelines while maintaining flexibility. Projects can include training program rollout, business development reviews, presenting learning management demo sessions, driving, and executing a customer’s learning strategy, creating marketing plans and materials, building blended learning programs, conducting needs evaluation, advising customers on best practices, measuring results/reporting and similar learning and development activities. Establish a solid rapport and working relationship with client mainframe management and training stakeholders to ensure a positive customer experience for the duration of the training license.

IDEAL ATTRIBUTES:

• Dedicated
• Self-motivated
• Superior Sales and Support Skills
• Great communicator
• Attention to detail
• Versatile & flexible

OPPORTUNITY HIGHLIGHTS:

• Manage the delivery of training programs for Interskill Learning clients.
• Work with account teams to focus on customer specific program needs. (e.g., engagement with stakeholders throughout the customer enterprise for analysis and alignment of learning solutions, aligning content to competency models and training needs, custom reporting, and trend analysis to support value measurement, marketing, and communication to support solution awareness, global rollouts etc.)
• Act as a liaison for Interskill Learning and provide a communication point of contact as it relates to the customer’s training engagements within the parameters of the training license.
• Conduct and participate in customer meetings virtually to collect and understand customer business needs around services provided.
• Keep up to date on course/curriculum offerings, changes to certifications and digital badges, newly released versions of Interskill’s LMS and Interskill Learning products to inform customer of appropriate changes, as required.
• Provide Tier 1 level support to training program administrators and learners.
• Evaluate risks and raise to management to develop contingency plans and to respond to change in risk factors as the training project progresses.
• Communicate client training and renewal status on a weekly basis to management and account team, maintain a repository of meetings, emails, and project notes.
• Escalate issues that impact client relationships to Interskill Learning management and internal resources for resolution.
• Track and understand the customer's business, learning priorities, and goals as the basis for consulting and recommendations.
• Timely renew each supported customer’s training licenses upon expiration, while striving for account growth and expansion of training program/license.
• Participate and follow through on professional development opportunities as presented.
• React to change productively and remain flexible as opportunities arise.

SKILLS & QUALIFICATIONS:

• Consulting skills: Ability to establish effective working relationships with a wide variety of stakeholders & Interskill’s sales team using diplomacy, courtesy, and tact; to provide guidance in accordance with best practices and in a manner that enhances the customer’s perception of Professional Services and Interskill Learning overall; to communicate clearly and effectively both verbally and in writing.
• Intermediate L&D knowledge: Understands foundational principles of adult learning and development.
• Goal-oriented: Proven track record driving customer success outcomes, including retention, renewals, expansion, and overall satisfaction
• Industry knowledge: Understands and can advise customers on industry best practices.
• Project management: Creates and maintains an environment that guides a project to its successful completion.
• Presentation skills: Can confidently deliver an engaging message to a group of people which achieves the meeting’s objectives.
• Influence and negotiation: Use persuasion to gain the support and cooperation from stakeholders, superiors, colleagues, subordinates, and other parties to achieve a desired course of action consistent with the project's(s) strategic goals and objectives.
• Data Literacy: The ability to obtain meaningful information from data via data analysis and apply those insights in a way that benefits the organization or the customer.
• Accountability: Taking ownership of their responsibilities and executing autonomously; Accepts responsibility for own actions and decisions and demonstrates commitment to accomplish work in an ethical, efficient, and cost-effective manner. Shows readiness and ability to learn new concepts, processes, and tools.
• Facilitation: Ability to engage participants in a virtual session; mastery of Microsoft Teams, and/or other virtual delivery tools.
• Software: General knowledge of Microsoft Products suite.

EXPERIENCE REQUIRED: 2+ years

INTERSKILL SUCCESS QUALITIES:

Personally Accountable for Team Success. We achieve greatness when we work together.

Confident Achievers. We are bold.

Intellectually Curious. We are sharp.

Adaptable, Agile & Resilient. We are driven and flexible.

Customer First. We are real.

Interskill anticipates the base salary to range from $60,000 to $80,000 and will depend on current market data and the candidate’s qualifications for the role, including education and experience. The compensation described above is subject to change and could be higher or lower than the range described based on several factors. This role will also be commission eligible.

At Interskill, we believe a focus on diversity, equity, and inclusion is integral to hiring exceptional people and creating enduring businesses. To inspire growth at our firm and throughout our portfolio, we strive to create an organization where every individual is celebrated, heard, valued, and empowered to reach their full potential. We will continuously look for ways to improve and evolve in our ever-changing world and we are committed to ensuring Interskill is one of the best places to work for all by creating diverse teams, strengthening our culture of inclusion, and giving everyone an equitable opportunity to succeed.

Interskill is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

As an equal opportunity employer, we offer competitive compensation packages, robust benefits and professional growth opportunities aimed at helping to improve our employees' lives and careers.