Enterprise Customer Success Manager
Company: Skillable
Location: Austin
Posted on: May 28, 2023
Job Description:
Skillable is a 100% remote and virtual tech company that's
modernizing the world of training. Come share your professional
magic with highly talented, drive and fun colleagues who believe in
the power of "skilling." Experience what a true team focused on
doing the right thing feels like!
Our people and talent are what make us great and fun! We work
together to create amazing solutions and experiences for our
customers and their clients. We utilize our employees' personal
strengths to help our company grow and ensure our team is living
their best, authentic life. We don't just share our appreciation
for our team members once a year with a branded mug-it's shared on
a daily basis. Our remote work environment blends the demands of
work and life without the added pressure of commuting or feeling
guilty about leaving early to visit the dentist.
Come work with us and learn what teamwork and integrity blended
with an emphasis on well-being and balance can do for your
career!
The seasoned Enterprise Customer Success Manager is responsible for
leading and ensuring the success and satisfaction of Skillable's
enterprise, fortune 500 companies. Responsible for serving as a
thought partner on strategy development and the role Skillable play
for customers. Ensure customers achieve their desired outcomes and
maximize the value they receive from Skillable's products and
services. Partner with stakeholders and bring knowledge of how to
navigate large organizations to help clients achieve fully realized
and successful product adoption.
Requirements
- Establish, grow, and maintain strong relationships with
enterprise customers, including executives, decision-makers, and
influencers.
- Build relationships and credibility with key contacts at all
levels; proactively identify contact gaps and work
cross-functionally to foster those new relationships.
- Manage the risk, health and success of enterprise customers and
help them achieve their desired outcomes.
- Collaborate with cross-functional Skillable teams, such as
sales, marketing, product development, and customer support, to
ensure enterprise customers' needs and expectations are met.
- Conduct regular account reviews and present account performance
reports to internal and external senior management and
stakeholders; identify areas for improvement and growth
opportunities.
- Identify upsell and cross-sell opportunities to increase
Skillable revenue and maximize customer lifetime value.
- Manage and track customer satisfaction and feedback and ensure
timely resolution of any issues.
- Provide strategic guidance, teachings and best practices to
enterprise customers on how to maximize the value of the company's
products or services.
- Stay up to date with industry trends and competitive landscape
and use knowledge to provide strategic guidance to the enterprise
customer and internal teams.
- Develop and execute customer success plans and strategies to
achieve customer retention and business objectives.
- Monitor product adoption and business outcomes; identify
opportunities for improved usage and impact and see those
opportunities through with customers.
- Drive customer satisfaction through impeccable execution and
strategic value add, guaranteeing custom renewal.
- Support and promote the company values through positive
interactions with both internal and external partners and customers
on a regular basis.
- Other strategic business initiatives or cross-functional
project involvement as required. Job Experience, Skills, and
Qualifications
- 10+ years of professional experience working in account
management, customer success, or a similar field.
- 3+ years working in an Enterprise level Customer Success role
for a tech company, preferably a tech education company.
- Experience managing a book of business including enterprise,
fortune 500 companies.
- Experience working with large European companies
preferred.
- High business acumen and intangible skills to represent
Skillable in a professional and helpful way.
- Strong problem-solving and business analysis skills.
- Naturally inquisitive with a desire to solve problems and dig
into detailed analysis.
- Negotiation experience a plus.
- Experience working cross-functionally and promoting
collaborative partnerships to drive results.
- Proven ability to communicate effectively to various
audiences/levels including leadership through various mediums.
- Ability to take a complex product/financial/pricing
issue(s)/problem(s) and deconstruct it into a concise, impactful
message(s).
- Thorough understanding (or willingness to learn expeditiously)
of business operations and processes. What's in it for You? Rewards
and Perks
We believe in providing a suite of benefits that ensure our
employees know we appreciate them as people first. Skillable wants
to be a company that promotes physical, emotional and all around
well-being through our benefit offerings! Subject to eligibility
requirements, the Company offers comprehensive benefits including:
- Fully remote with a monthly stipend to pay for office services
and supplies
- Medical (2 plan options), dental (2 plan options), vision,
health savings account with generous employer contributions,
healthcare spending accounts, dependent care spending accounts,
EAP, group paid life insurance, group paid STD and LTD and
voluntary life/AD&D insurance, accident and critical illness
options.
- 401(k) with Company match, tuition reimbursement, healthy
lifestyle reimbursements.
- Open PTO, Paid holidays, bereavement leave, parental leave,
caregiver leave and paid FMLA leave.
- Friends and Family Friday to end our standard workweek at 2pm
local time; Full company closure during the 4th of July holiday
week.
- Access to pet insurance; Access for employees and dependents to
Skillable learning opportunities through our product and more!
Working Conditions
The job conditions for this position are in a remote home office
setting, requiring a space that supports privacy and focus to
attend to regular and frequent video and voice calls. Employees in
this position use PC and phone on an on-going basis throughout the
day. Travel is anticipated up to 20% of the time for critical
business meetings and industry events.
Keywords: Skillable, Austin , Enterprise Customer Success Manager, Executive , Austin, Texas
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