Customer Success Specialist

Job Summary:

As Customer Success Specialist you oversee a large portfolio of our small-to-medium business (SMB) North America Corporate customers at scale. You will have the opportunity to establish productive and trusted relationships with Corporate organizations and ensure customer satisfaction and retention by driving customer adoption stakeholder value and advocate the full use of D2Ls Brightspace Learning ManagementSystem (LMS).

How you will make an impact:

• Engage with customers at scale throughout key points in the customer journey.
• Define coordinate implement and measure scaled activities that drive customers adoption and strategic success.
• Develop a scalable coaching capacity to provide support to our customers with the training skills and tools they need to drive adoption of our software from the beginning.
• Develop and manage a Customer Success Plan with the customer that articulates customer success goals customer success measurement criteria obstacles and risks.
• Develop and manage a Customer Retention Plan that articulates the drivers of customer and product retention and associated risks.
• Oversee execution of remediation items for the Customer Success Plan and Customer Retention Plan and communicate the progress internally and externally.
• Supports Client Sales Executive during renewal process.
• Educate clients on support channels self-service tools release processes and other resources to drive operational self-sufficiency.

What you bring to the role :

• 2 years experience in Customer Success Account Management or related roles.
• High energy level demonstrated drive to succeed and a sense of urgency.
• Ability to quickly leverage tools and technology to deliver value to a large portfolio of SMB customers at scale.
• Ability to build relationships quickly establish credibility and collaborate across multiple internal and external teams.
• Ability to design processes and workflows to drive efficiency - mapping out things that work well for others to follow.
• Ability to prioritize and stay organized and on task.
• Excellent communication and analytical skills.
• Experience within a fast paced growth organization is ideal.
• Experience working in education technology or knowledge of business drivers forLearning and Development Organizations and Associations.

This position is to fill an existing vacancy

Required Experience:

IC

Key Skills
Design Engineering,Baan,Customer Service,Fund Management,ABAP,Elevator
Employment Type : Full Time
Experience: years
Vacancy: 1