Senior Customer Success Manager, Docebo

• 5-9 years of experience in a related field
• Bachelor degree or equivalent experience
• Prior experience managing a renewable book of business for a software-as-a-service company
• Previous experience on LMS administration and Instructional Design principles
• Strong communication skills and rapport building, while leveraging technology to interact with customers remotely
• Understanding of HTML, CSS, and Javascript
• Strong knowledge of enterprise technologies and systems, including SSO, CRM, ERP or HRIS
• Have a strong ability to share your technical knowledge while maintaining an upbeat pace and a positive mindset
• Knowledge of latest trends & technology in L&D space and how to apply into the customer journey
• Consultant approach to use a combination of logic, analysis, experience, wisdom, advanced methods to make sound, timely decisions and to find effective and innovative solutions
• Ability to analyze data and use it to drive conversations and objectives
• Customer focus to be able to add value to customers and exceed their expectations giving excellent service
• Ability to demonstrate a high degree of empathy while balancing the relationship between Docebo and our customers

Desirable

• The Senior Customer Success Manager is responsible for creating a positive experience for the customer, ultimately leading to renewal and long-term customer satisfaction
• To achieve this, the Sr. CSM understands the business initiatives and goals of the customer and helps them meet their goals using curiosity, empathy, and innovative thinking
• Refine & optimize the customer’s use of the platform by taking advantage of current & new features
• The Sr. CSM will assess overall satisfaction of the customer through stakeholder meetings, and close monitoring of usage and other key metrics
• The Sr. CSM guides Docebo customers to the optimal solution to meet their business needs in a consultative approach and in the context of the customer’s industry and use case
• This role works with a portfolio of customers and collaborates with all internal stakeholders such as sales, product, marketing and account management. The primary goal is to increase customer satisfaction and loyalty creating… “raving fans”
• Owns customer retention by reducing churn, increasing customer adoption, and improving customer satisfaction
• Identify and mitigate risk early to ensure ongoing customer satisfaction
• Educate and inspire customers with best practices, success examples, and innovative ways to solve business problems
• Demonstrate empathy and be a trusted advisor and advocate for customers, ensuring that each touchpoint across the customer journey is engaging, efficient, and effective
• Understand, master, and become a pro at describing our product to prospects, and addressing promptly every question they may have surrounding our technology
• Prepare and deliver technical presentations explaining products or services to prospective customers
• Plan and configure products to meet presentation needs, as well as deliver on product demonstrations
• Assist the customer in creating and monitoring success KPIs throughout each phase of the customer journey
• Create customer champions who are willing to participate in Docebo Marketing initiatives
• Collaborate with internal teams (marketing, sales, product, professional services, and support) in order to provide an overall high quality Customer Experience
• Recognize up-sell opportunities based on customer needs and work with the Account Management team to expand usage of Docebo