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
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