Senior Manager - Enterprise Customer Success - eLearning

Responsibilities:

- Managing highly dynamic customer success managers team

- Handhold clients from the sales closure stage to onboarding them to training them to governance and reporting and providing continued support

- Owing and being accountable for ensuring customer seat retention and contract renewal

- Providing excellent customer service building the team to be a single point of contact to help the customers understand the value proposition of  products

- Supporting Sales team to Meet and exceed monthly/annual license renewal targets

- Documenting all client communications and progress status in Salesforce

- Collaborating with Sales, Customer Success Managers and upsell opportunities

- Developing and maintaining a quarterly renewal forecast

- Generating periodical reports for business review discussions

- Analysing, recommending and implementing process improvements

- Program manage account escalations.

- Advocate customer needs/issues cross-departmentally

Qualifications:

- Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.

- Experience in Training and education will be desirable.

- Familiarity with working with clients of all sizes.

- Very good written and verbal communication skills.

- Detail-oriented and analytical.

- Strong team player but still a self-starter.

- Thrives in a multi-tasking environment and can adjust priorities on-the-fly.

Requirements

- You are driven: No one needs to push you to excel; it's just who you are.

- Excellent communication and presentation skills

- Eager to learn, adapt and perfect your work; you seek out help and put it to good use.

- You want to help and serve our Enterprise customers: They win, so you win.

- Knowledge of Salesforce and Intermediate MS Excel Skills preferred

- Working exposure in rotational schedules