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Customer Success Manager

Competitive + OTE

Location Southwest
Sector E-learning, Learning technologies
Job type Permanent
Role Sales and marketing
Job ref HW2604
Work hours full time

Within an existing team, the core focus of this exciting role is to develop and strengthen existing client relationships at various stages of the lifecycle, from newly onboarded customers to long-standing clients. You will successfully represent clients and ensure that satisfaction levels are met and exceeded, resulting in renewals and increased spend on other products and services.

Key responsibilities

  • Partner with clients to ensure the effective adoption of solutions
  • Own the client relationship as the first point of contact
  • Collaborate with relevant colleagues to ensure that client requests are listened to and acted upon promptly (e.g. issues, product updates and enhancements)
  • Ensure that clients are aware of other product and service offerings
  • Ensure that renewal rates are achieved and opportunities to sell complementary offerings are identified
  • Effectively profile accounts to ensure that all relevant decision makers, influencers and stakeholders are identified and engaged
  • Ensure client referral and case studies as a result of excellent customer service and client satisfaction
  • Keep abreast of both product developments and industry trends

Qualifications

  • Qualifications related to learning & development and/or sales an advantage

Education

  • Bachelor’s degree or equivalent

Experience

  • Minimum of three years of experience in an account management role, with client success and satisfaction at the forefront
  • Proven track record operating in the L&D, learning technology or SaaS arena
  • Demonstrable experience of successfully improving client satisfaction levels resulting in increased spend

Skills

  • Adept at managing and owning complex client accounts with multiple decision makers and influencers
  • An advocate of excellent customer service and high client satisfaction levels
  • Adept at consulting with clients and gaining trust
  • Gravitas with the ability to engage at senior management level
  • A proactive approach to client relationship management
  • Proven ability to develop and implement strategic account plans
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Working with the Learning & Performance Institute

Blue Eskimo enjoys a unique relationship with the Learning & Performance Institute, as its nominated recruitment provider. And, as a company that’s accredited by the LPI, we operate within its guidelines and uphold its standards.

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