Customer Success Manager

The Customer Success Manager role exists to align with the portfolio of an existing Sales Executive, they are responsible for ensuring a healthy return of business for our customers by driving our product. You'll do this by leveraging data and insights to engage with customers at specific points in their NetCom Journey. Our CSM's manage the full life cycle of our customer's post-sales journey from the point of registration to a healthy return of business, including regular cadence check-ins, evaluation reviews and any upsell opportunities. You will need to understand the ecosystem of services that our customers use, and work with the customer to ensure success with NetCom Learning. The expectation would be to understand the most popular products and their differences in order to help assist the customer in choosing the right training. Key Responsibilities: Reinforcing a customer-first culture. Ensure alignment of customer success motion, insights and actions with Product, Marketing, Sales, and Operations Departments. Align with Executive Learning Consultant around key metrics and objectives, including a plan of action for understanding where at risk customers exist, where growth opportunities exist and developing a strategy to execute against an account plan together. Manage the ongoing post sales experience with the customer, including registration, ongoing optimization, monitoring classroom experience, monitoring usage to determine if upsell opportunities exist and mitigating risks to ensure a healthy return of business. Document and share customer success stories with our Marketing and Operations Departments, according to our Customer Success framework to drive results, product adoption and ensure retention. Proactively communicate with customers and internal teams to provide a feedback loop on our products and ensure the customers' experience. Enjoy problem solving to understand what your customer is looking to resolve, mapping solutions to the gaps and outlining the value against the proposed solution. Drive expansion revenue opportunities based on need and problems uncovered during customer interactions. Work with the team to enhance customer documentation and create internal enablement material. Handle a large volume of email, chat, phone conversations, and meetings.

Good understanding of the Technical Training Industry. Loves and is motivated by a good challenge. Excellent executive presence and communication abilities. Receptive to feedback, willingness to learn and embrace continuous improvement with resiliency in capacity to deal with pressure and demands.