Customer Success Manager, LMS365
Online learning management system
Open for applications
Online learning management system
201-500 employees
Open for applications
201-500 employees
Company mission
To empower people through inclusive and engaging learning, whenever, wherever, and however they need it.
Role
Who you are
- 2+ years in B2B Customer Success, Relationship Management, Account Management, or a similar role from a SaaS company
- Exceptional relationship-building skills, where you excel at understanding different external/internal stakeholders, identifying their perspectives, and managing their needs and expectations
- Exceptional written and verbal communication skills and the ability to communicate complex technical topics in a clear and easy-to-understand language
- Experience working within Microsoft 365, Teams, and SharePoint
- Experience with CRM platforms -- Microsoft Dynamics 365 would be a preference
- Spanish speaker is a plus but not required
- Bachelor's degree preferred – areas of study to include Information Technology, Business Informatics, Digital Innovation, Communication, or Business Administration
- An empathetic and positive attitude with a desire to help customers and colleagues to reach their goals
- An ability to demonstrate diplomacy, tact, and poise when under pressure from client challenges
- The capacity to prioritize short and long-term tasks based on urgency, importance, and impact to get things done
- Being self-driven, flexible, and able to operate effectively with uncertainty and changes
- An adaptable working style and approach to best communicate with various customer personas and roles
- A comfort with project management and collaboration
What the job involves
- As a Customer Success Manager at Zensai, you will have a vital role as a trusted advisor to our North American customers
- Your role will be to understand performance and engagement use cases and guide customers on their LMS365 journey, to make them successful with their solution and the use of our core platforms
- Work is virtual but fast-paced and highly collaborative with our cross-functional, global teams
- Assume the vital role as a trusted advisor to our customers, of all shapes, sizes, and verticals to aid them in optimizing the full potential of the Zensai platform within the United States, Canada, and our growing Latin American market
- Proactively and reactively, manage our customer's evolving human success journey to include implementation, adoption, renewal, and potential expansion
- Understand, guide, and coach customers with a proven playbook to help them successfully optimize Zensai given their performance, engagement, and learning requirements and unique use cases
- Collaborate across the organization with our professional service consultants, support engineers, development, marketing, finance, and sales executive teams to ensure efficient adoption and accelerate business value for our customers
- Compile, aggregate, analyze, and share various reports based on platform usage and customer feedback to turn into actionable insights that we can use to better understand adoption, challenges, and best practices
- Help develop and articulate customer successes and accomplishments across our user community, as well as connect like-minded HR and L&D teams, to share knowledge amongst peers. This includes the development of success stories and reviews to support the marketing team
- Adapt existing customer onboarding assets and work with cross-functional teams to refine them over time
- Execute tasks at both operational and project levels to continuously optimize the customer journey and minimize customer churn
- You begin your day by grabbing a cup of your preferred morning beverage and preparing for your 2 to 3 scheduled customer calls
- These calls will happen through the Microsoft Teams platform, which means no travel days are required (yay!)
- On these calls, you help our customers onboard the system and guide them through the platform, answering any questions along the way
- In between calls, you check the Customer Relationship Management platform held in Dynamics 365 (what we call the CRM) to proactively assess any users who might require additional support to succeed in their usage of our learning management software
- You might also use this time to follow up on subscription renewals coming up in the next months
- After lunch, you have a meeting with a Business Manager to go over customer licenses that are reaching their user limit and brainstorm how you can work together to upsell the customer on a subscription with larger user allowances
- You end your day by sending follow-up emails via Microsoft Outlook to the customers you had calls with during the day, providing them with assistive materials and helpful resources
Our take
As the global race for talent heats up, companies are looking more closely at ways to upskill their employees through tailored training courses. However, engagement can be spotty, as unfamiliar tools and awkward interfaces can easily put off learners. Enter Zensai, a learning management system built to meet learners where they already are, with tools that they use in their everyday work.
Zensai is not a new company - since 2009 (when it was known as Elearningforce) it has been embedded in Microsoft products, at first in Sharepoint but more currently in the Office 365 suite and Teams. This tight integration gives it an advantage over competitors such as Workday or Eloomi, where users need to adapt to a new environment (and remember to tab over to it!). This means Zensai doesn't need to focus on developing integrations with other ecosystems, and gives it an enormous addressable market of a third of a billion users.
Already boasting a large customer base including enterprises such as Pepsi, Maersk and Hellmann, Zensai has raised funding in an investment round led by Blue Cloud Ventures. This investment will be used in a major growth drive, fuelling expansion through strategic acquisitions in the US, Germany and Australia. It seems well poised to build a commanding lead in the learning management space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
26% employee growth in 12 months
Company
Funding (1 round)
Apr 2023
$20.6m
LATE VC
Total funding: $20.6m
Company benefits
- Medical, dental and vision + an HSA, which we contribute to both
- 401K with a 6% company match
- Company paid life/disability insurance
Company HQ
Marylebone, London, UK
Leadership
Rasmus Holst
(CEO, not founder)Has been CEO of LMS365 since 2022. Before that was CRO at Wire, COO for Huddle, and General Manager with Syniverse and MACH Group.
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