Senior Customer Success Manager at Skilljar

| Seattle
Sorry, this job was removed at 11:18 a.m. (PST) on Friday, May 7, 2021
Find out who's hiring in Seattle.
See all Sales jobs in Seattle
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

The Sr. CSM will be working directly with our enterprise or strategic accounts to enable them to successfully adopt Skilljar to achieve business goals. This individual should be a motivated, self-starter who is comfortable wearing multiple hats and thrives in a dynamic environment. The Sr. CSM must be nimble, highly-collaborative, and able to think on their feet.

The Sr. CSM is a "Senior Individual Contributor" level Customer Success professional characterized in the following ways:

  • Is an experienced generalist or specialist (5+ years)
  • Has responsibilities such as, but not limited to, developing and leading strategic plans and analyzing business information to create complex Success Plans for strategic accounts, developing and streamlining operational Playbooks and processes and developing best-practice training for the Customer Success team. 

Responsibilities:

  • Proactively manage customer relationships from launch hand-off through renewal and the entire lifecycle of the customer.
  • Develop an in-depth understanding of each customer’s business goals, initiatives, and use cases to support their short and long term business goals based on their unique use cases.
  • Lead Quarterly Business Reviews to consult on strategic initiatives, provide guidance on program strategy, and review training metrics.
  • Act as point of escalation when required and help manage customer expectations 
  • Identify new expansion opportunities through customer engagements
  • Work cross departmentally with sales and other cross functional teams to drive better collaboration and customer experience
  • Identify and communicate trends and insights relating to your customer base to senior leaders.
  • Log, monitor and report on the health/risk of each customer. Identify approach and recommendations for escalated accounts. 
  • Understand use cases and provide subscriptive guidance on how Skilljar can be leveraged to meet and exceed business goals.
  • Monitor the customer’s progress towards achieving their KPI’s.
  • Diagnose root causes and recommend corrective actions, if the customer is not achieving KPI targets.
  • Identify appropriate stakeholders. Establish and own the executive relationship and drive connections with all key stakeholders within an account.
  • Develop strong relationships with customers as their trusted advisor throughout their entire lifecycle to create customer advocates/champions.
  • Maintain close partnership with the customer’s team to achieve their short and long term business goals based on their unique use cases.
  • Act as an ongoing Program Manager. Ensure that a plan is in place with each customer for deployment, change management and adoption programs.
  • Align customer’s program roadmap with Skilljar’s product development roadmap to ensure success.
  • 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 a dedicated Account Manager to provide visibility to customer status and insight into expansion opportunities.
  • 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.
  • Experience managing enterprise accounts.
  • 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.
  • Understanding of enterprise level information systems (ERP, CRM, etc)
  • Ability to thrive in a highly ambiguous environment. Startup experience is a major plus.
  • Bachelor’s degree in a related field or equivalent years of relevant experience required.
  • US work authorization and criminal background check are required.
Our Benefits
  • Comprehensive Medical Coverage: Skilljar pays 100% of our employee premiums for medical, dental, vision, disability, and life insurance. (PTO and family leave)
  • Flexible Time Off: We believe in a healthy work/life balance and trust our employees to take the time off they need to bring their A-game to work.
  • Benefits Package: Skilljar employees receive a monthly technology reimbursement for remote work, 401K savings plan, stock options, and access to an Employee Assistance Program.
  • Inclusive Culture: We are intentional about creating a culture that is fun and inclusive. Join us for Fun Committee events, trivia nights, Bingo, and more!
The Company

Backed by prominent financial institutions, including Mayfield, Shasta Ventures, Trilogy Equity Partners, and Insight Partners, Skilljar is the leading enterprise customer training platform, transforming the way organizations onboard, engage, and retain their customers. Trusted by leading global companies like Slack, Tableau, Liberty Mutual, Cisco, Verizon, and U-Haul, Skilljar provides the essential tools and foundation for successful customer and partner engagement and enablement.

We are a team of bright, dedicated Skillets with startup drive and a passion for education. Headquartered in Seattle, WA, Skilljar is currently operating remotely, with employees based in Washington, Oregon, California, Colorado, Arizona, and Florida.

 
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.
Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Sales & Marketing
    • PythonLanguages
    • Twitter BootstrapLibraries
    • DjangoFrameworks
    • Vue.jsFrameworks
    • PostgreSQLDatabases
    • WordpressCMS
    • SalesforceCRM

Location

Headquartered in Seattle, WA, Skilljar is currently operating remotely, with employees based in Washington, Oregon, California, and Colorado.

An Insider's view of Skilljar

How would you describe the company’s work-life balance?

Even though Work and Life are often happening in the same room these days, Skilljar encourages everyone to create a daily ritual that signals a "Start" and "Stop" to the workday. Whether it's simply shutting down your laptop, taking an end-of-day stroll, or brewing a cup of tea to wrap up the day; the team supports creating a balance.

Shilpa

Digital Marketing Specialist

What projects are you most excited about?

I’m most excited about evolving our platform from Heroku onto AWS and giving us more control over our app (and cost savings).

We get to tackle the challenges of deploying software (build, test, deploy, monitor, etc.), and it’s a cool (and challenging) opportunity to introduce fundamental changes in our infra while continuing to support our devs.

Amanda

DevOps Engineer

How does the company support your career growth?

The biggest way that Skilljar supports my career growth is in providing me with the flexibility and trust to take on new projects. My managers and the leadership team give me a lot of control over my job and how I want to grow. I have learned and grown more in my short time here than I have been able to in the last few years in my previous roles.

Simone

Recruiter

What's the biggest problem your team is solving?

The biggest problem my team is solving is how to scale the company. We have a solid foundation already. However, as we grow, we're choosing systems and processes to position us for growth. It is challenging and exciting to be a part of this process. It's rewarding to see our impact on other teams and the long-term benefit to the whole company.

Scott

Financial Analyst

What are Skilljar Perks + Benefits

Skilljar Benefits Overview

At Skilljar, we value our employees' wellness. As a result, we strive to provide a great set of benefits. Skilljar pays 100% of our employee premiums for medical, dental, vision, disability, and life insurance! We also cover 50% of premiums for dependents you add to our plans.

Our extensive perks and benefits include:
Medical
Dental
Vision
Long and short-term disability
Life insurance
Flexible Time Off
401(k) Retirement Savings
Employee stock options
Employee Assistance Program (EAP)
Great events - virtual company and team events, happy hours, trivia/game nights, and more!

Culture
Intracompany committees
We have a volunteer-based fun committee. They have a budget side aside that they use to help through quarterly events for the entire company.
Daily sync
Team owned deliverables
Group brainstorming sessions
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Some Meals Provided
Happy Hours
Professional Development Benefits
Lunch and learns
Company catered lunch and employee-led, weekly lunch and learn meetings
More Jobs at Skilljar32 open jobs
All Jobs
Finance
Dev + Engineer
Marketing
Operations
Product
Project Mgmt
Sales
Finance
new
Seattle
Marketing
new
Seattle
Developer
new
Seattle
Finance
new
Seattle
Operations
new
Seattle
Sales
new
Seattle
Operations
new
Seattle
Operations
new
Seattle
Sales
new
Seattle
Marketing
new
Seattle
Project Mgmt
new
Seattle
Product
new
Seattle
Marketing
new
Seattle
Developer
new
Seattle
Project Mgmt
new
Seattle
Developer
new
Seattle
Sales
new
Seattle
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Skilljar's full profileSee more Skilljar jobs