Customer Success Manager, Workera

• 5+ years of experience in a Customer Success, Account Management and/or Management Consulting role
• Proven track record of managing large / complex enterprise accounts (with an average ACV of +$100k)
• Excellent verbal and written customer-centric communication skills at both the executive (CTO, CIO, CLO) and program (Director, Manager, Analyst) level
• Experience presenting and pitching to client and internal leadership stakeholders
• Ability to manage and prioritize multiple priorities at once while consistently meeting deadlines
• Strong data storytelling capabilities- building executive summary dashboards and presentations
• Ability to work independently and as part of a team in a fast paced environment to achieve results together
• Growth Mindset: Highly coachable with a desire to learn and develop new skills
• This role will require the ability to travel internationally. 10-20% travel

Desirable

• As a Customer Success Manager, you’ll play a lead role in scaling the growth of our International accounts (Europe, Africa, Middle East, India) in partnership with our GTM leadership team
• You will be the primary CS lead in Europe managing a portfolio of strategic Fortune 500 and Management Consulting accounts who are dedicated to driving workforce transformation
• You’ll also have the opportunity to collaborate with leaders across our Sales, Marketing, Product and Assessment & Learning teams
• If you like solving complex problems with clients that are first-movers in implementing a skills-first approach, then this role is for you
• This is an opportunity to join an early-stage startup backed by top-tier investors. You will be a key member of a world-class Customer Success team with an ownership mentality, and as a result there are significant hands-on learning opportunities to learn from leadership and peers
• What You’ll Do:
• Within 3 months, you will:
• Manage standard customer calls and workshops
• Have clear understanding of the Workera value proposition
• Provide client demos and answer high-level questions about the product
• Share input to CS and Sales teams on how to improve current customer deployments
• Provide product feedback to relevant internal teams
• Identify initial areas of opportunity to help evolve the Customer Success team
• Within 6 months, you will:
• Have ownership (implementation, onboarding, launch, engagement and support of renewal/expansion) of your customers
• Implement best practice solutions to drive license utilization and high engagement rates
• Craft and deliver customer insights in a concise, visually appealing format (during weekly meetings, quarterly business reviews)
• Create account plans and develop success metrics to track, measure, and communicate updates with internal leadership
• Partner with our Sales team to be on the front line of driving account growth
• Serve as the primary point of escalation on customer issues and feedback related to our platform, product and process
• Support implementation of strategic internal projects
• Within 9 months, you will:
• Do everything mentioned above within 6 months, but with more effectiveness!
• Drive strategic initiatives and opportunities with your customers in collaboration with sales
• Build relationships with and coach customer executives to champion our platform
• Lead implementation of internal projects that will help set up our hyper-growth organization for success!