Lead Customer Success Manager

San Rafael - Full Time

Job Description

We want you! knowbly™is looking for an enthusiastic and talented individual with a passion for providing a positive customer experience through the entire customer lifecycle. In your role you will build relationships with existing customers, understanding in depth their company and product goals, and helping them meet those goals through regular contact and proactive responses. The ideal candidate will be responsible for ensuring a positive ROI, product adoption and renewal for each of their customers.

This position will need to work closely and seamlessly with a variety of other teams to ensure customer success. You will manage onboarding of new customers by coordinating handoff from Sales and Account Management; ensuring customer feedback is gathered regularly and provided to Product; troubleshoot customer issues with Support and Engineering, and finding opportunities to upsell by working closely with Account Managers. The Customer Success Manager will create a high touch experience to set the stage for satisfied customers by understanding their needs and be responsible for working cross functionally with all internal teams to ensure client retention and avoid churn.

This lead position will also help us develop process, milestones and metrics for the customer success team and be a mentor for less senior team members. It’s a great opportunity to make this vital role your own and help us build a great customer success team from the ground up.

Responsibilities

  • Serve as main point of client contact post-Sales hand-off and act as ambassador of the company.
  • Onboard the customer, monitor and aid product adoption, and continually follow up to ensure high quality responses to their needs.
  • Establish a trusted/strategic advisor relationship with a portfolio of accounts.  Develop a deep understanding of their staff, inter-workings, critical goals, and key performance indicators.
  • Be the expert in our solutions and product and be able to apply these benefits to clients during their challenges.
  • Identify opportunities for new revenue within current partnerships by expanded use of our platform and services and share this information with Account Management.
  • Bring intelligent product feedback and recommendations from the customer back to the Product team, and communicate to the customer on new product features that may improve their success.
  • Drive and collaborate closely with other teams to constantly improve the process and tools that allow us to scale and develop our best practices internally.
  • Be the internal champion for the customer and work smoothly with many different groups including support, sales, account management, digital production, product and engineering.
  • Develop and utilize metrics to proactively determine customer health and intervene where necessary to keep product usage high.
  • Determine and secure customer referrals, testimonials and case studies in order to evangelize success stories with marketing and sales teams.
  • Prepare and deliver reports to leadership that include strategic analysis of customer status and provide ongoing recommendations for further optimization.
  • Ability to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast paced and complex environment.

Qualifications

  • 5+ years of experience in customer success or account management in a SaaS or creative agency environment.
  • BA/BS degree
  • Excellent listening, negotiation and communication skills.
  • Ability to convey technical concepts and issues clearly to a variety of audiences over written or verbal communication.
  • Experience in delivering client-focused solutions.
  • Proven ability to organize and manage multiple projects, deliverables and deadlines in parallel.
  • Project a professional image, strong business acumen, technical mastery, and workflow knowledge during customer interactions.
  • Understand how to capture customer requirements and work with product/engineering to drive needed enhancements and solutions.
  • Strong team player with the ability to influence and motivate a variety of different personalities to focus on high quality customer solutions.
  • Acceptance of uncertainty and change as opportunities.
  • Ability to write clear proposal and support documentation.
  • Open to flexible hours in order to cover communications with global customers.
  • Can commute to Larkspur in Marin.

Preferred

  • eLearning industry experience
  • Computer Science or Engineering degree
  • Development/Support experience with Javascript, HTML5, and CSS.
  • Detailed knowledge of digital publishing formats such as ePub, IDML, PDF, DOC files.

About knowbly™

knowbly™ helps our clients create digital content that engages and inspires more than 10 million learners.

Every day, we're changing and improving the way people learn in a rapidly evolving digital education landscape. We started around a common goal: make the creation of digital learning materials simple, creative, and collaborative. We're driven to make the authoring of interactive and personalized learning experiences easier, which is why our software puts the content creator in control.

We’re designers, teachers, and engineers. Most importantly, we’re creative problem-solvers. We come to work every day excited to tackle new challenges, innovate solutions for our customers, and offer people at all stages of life a better way to learn.

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Lead Customer Success Manager
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Knowbly Learning Systems, Inc. is an Equal Opportunity Employer.