Customer Success Manager
EdCast
London, England, United Kingdom
4d ago

Description

As a Customer Success Manager, you will play a crucial role in building and nurturing customer relationships. You will be responsible for engaging with new and existing European customers post-sales, ensuring the Learning Experience Platform (LXP) is launched successfully, driving user adoption, satisfaction and ultimately retention.

Creative, energetic and self-driven, you understand the customers and their needs and know how to be a trusted partner. You can manage numerous customers at different stages of the customer lifecycle with ease.

You also love understanding a product in depth and communicating it to the users.

Core tasks / duties / responsibilities :

  • Manage all customer engagement activities, with a focus on the enablement and adoption, facilitated by a strong relationship-building, product and industry knowledge, planning and execution
  • Partner with team leaders to drive engagement and adoption of the platform to promote retention and loyalty
  • Ensure a plan is in place for each customer, to address change management, engagement and adoption
  • Coach customers to be product experts, creating awareness about new and existing features / functionalities that can fulfill their specific business needs
  • Conduct regular check-ins and QBRs in order to maintain high levels of engagement and customer satisfaction, increasing customer retention
  • Identify customer churn risk and work with an extended relevant team to create and execute on get well plans, proactively working towards eliminating that risk
  • Partner with team leadership to represent voice of the customers internally, sharing process improvements, feedback, needs / issues into the internal ecosystem, contributing to achieve better solutions and drive growth
  • Manage the renewal process and identify upsell and cross-sell opportunities
  • Requirements

    Education and experience requirements :

  • Bachelor Degree in Business or related field
  • Minimum 2 years professional solution / enterprise software selling and / or customer success management experience in technology sales
  • Knowledge of the Enterprise Learning & Development space including learning technology
  • Have experience with HCM
  • Strong communicator who listens and empathizes with the audience
  • Thinking and always presenting in terms of business values
  • Tech-Savvy; capable of getting comfortable with LXP features in a blink of an eye and not afraid of performing demos if required
  • Able to build and maintain business relationships, manage expectations and identify potential issues that require escalations
  • Hard Skills

  • Data Analytics
  • Solutions Knowledge
  • Project Management
  • Time management
  • Soft Skills

  • Relationship building
  • Empathy
  • Organizational Accuracy
  • Organizational Navigation
  • Problem Solving
  • Customer Centricity
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