Customer Success Manager
Job Description
We are currently looking for a Customer Success Manager to deliver exceptional customer service and provide our clients the solutions and support to achieve their goals. This Customer Success Manager will also be responsible for delivering a seamless onboarding process for our clients which includes LMS design, user migration management, and training facilitation for clients and their teams.
This role is a hybrid, full-time role.
Applications close 13th May 2024 and those successful for interviews after this date.
Responsibilities
- Build strong relationships with our clients to understand their needs and ensure their success with etrainu
- Provide exceptional customer service to ensure etrainu is a leading brand
- Serve as a main point of contact and liaison between clients and the rest of the etrainu team
- Take ownership of new accounts and manage their onboarding and training
- Stay in touch with clients to ensure they're realising and using the full potential of etrainu's products and services
- Actively seek business opportunities with new clients where possible and also within existing clients
- Manage the successful delivery of clients projects for eLearning module development, Learning Management system set-up, integration set-up, data migration, and any other requirements as part of the client's project
- Successfully liaise with existing clients to ensure the resigning of them at the end of their contract
- Develop and maintain client contracts for new and existing business and encourage increase in sales with regular clients
- Maintain client administrative details/profile for accuracy, using supporting software programs including the LMS, CRM, MailChimp
- Work collaboratively with departments within etrainu to ensure client projects and requests are managed efficiently and to project scope
- Work alongside the Head of Customer Success to ensure team projects are effectively managed and tracking to project deliverables
- Actively engage and lead the continuous improvement of processes and workflows within the Customer Success Team and greater etrainu company
- Mentor, guide and support the Customer Success team to continuously improve team performance
- Actively participate in training and development of the Customer Success team including training new team members, providing coaching to other Customer Success Managers and Customer Success Administrators
Job Requirements
- Experience with B2B SaaS customer success, account management or consulting experience working with accounts of various sizes
- Experience with technical projects
- Superb written and verbal communication skills
- Positive attitude, empathy, and high energy
- Ability to take initiative and adapt
- Strong customer-facing and presentation skills with the ability to establish credibility with executives
- Demonstrated project management and change management experience
- Experience in the learning and development space is preferred but not required