Skilljar is seeking a versatile and proven Enterprise Customer Success Manager to join our rapidly growing team. This person will be working directly with our enterprise clients to enable them to successfully implement Skilljar to achieve business goals. As part of a small team, you’ll have a unique opportunity to work across many skill sets.

You must be very comfortable wearing multiple hats in a highly ambiguous environment, building and iterating on processes on the fly, and working closely with cross-functional teams. This is a fantastic opportunity for a driven and focused individual to get in on the ground floor of a rapidly accelerating startup that has already delighted dozens of Fortune 1000 and mid-market clients.

Responsibilities

• Proactively manage all customer relationships from initial onboarding to successful implementation and beyond. 
• Act as an ongoing Program Manager and develop an in depth understanding of each customer’s business goals and initiatives. Align customer’s program roadmap with Skilljar’s product development roadmap to ensure success. 
• Maintain close partnership with the customer’s team to achieve their short and long term business goals based on their unique use cases.
• Provide subscriptive guidance on how Skilljar can be leveraged to meet and exceed business goals.
• Ensure that a plan is in place with each customer for deployment, change management and adoption programs
• Develop strong relationships with customers as their trusted adviser throughout their entire lifecycle to create customer advocates/champions.
• Monitor the customer’s progress towards achieving their KPI’s.
• Diagnose root causes and recommend corrective actions, if customer is not achieving KPI targets.
• Partner with dedicated Account Manager to drive adoption and renewals through regular quarterly account reviews and business planning.
• Partner with Account Manager to provide visibility to customer status and insight into expansion opportunities. 
• Collect customer product requests and contribute to agile prioritization through Skilljar’s development process. Provide ongoing recommendations and serve as the voice of the customer to internal teams.
• Partner with internal support team to ensure all customer-facing support and service issues are resolved.

Requirements

• 5+ years in a customer success or account management role, preferably in an enterprise SaaS environment.
• Proven ability to interact with and drive projects at C-level, VP, and Director client levels, collaborate with customers, and to set and manage expectations.
• Strong knowledge of technical concepts to provide high-level guidance with implementation and solutions.
• Exceptional interpersonal skills with a broad range of external and internal teams.
• Ability to communicate effectively via phone, web conference, and in writing.
• Ability to thrive in a highly ambiguous environment. Startup experience a major plus. 
• Understanding of enterprise level information systems (ERP, CRM, etc)
• US work authorization and criminal background check are required.

The CompanySkilljar's mission is to empower Customer Training and Enablement teams to successfully onboard, engage and retain customers. Leading global enterprise organizations such as Cisco and Verizon rely on Skilljar to accelerate customer onboarding and time-to-value. Backed by some of the world's most prominent financial institutions including Mayfield, Shasta Ventures, and Trilogy Equity Partners, Skilljar is building the customer training platform of choice for enterprises. We are a professional and experienced team with roots from Amazon, and a fun work environment just a few blocks from Westlake Center in downtown Seattle. This is an amazing opportunity to join a funded, early stage startup. Come join our team! Skilljar is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities. Skilljar does not accept nor are we responsible for any fees associated with unsolicited resumes, LinkedIn bios, or any other candidate introductions.