SumTotal Customer Success Manager (Remote)

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Posted 5 days ago United States Salary undisclosed
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Job Description

SumTotal Customer Success Manager

At SumTotal, we are all about making work matter. We believe every team member has the potential to be AMAZING. We are bold, sharp, driven and most of all, real. Join us in our quest to democratize learning and help individuals unleash their edge.

OVERVIEW:

SumTotal is currently seeking a Customer Success Manager to join our team. In this critical and fast paced position, you will manage a portfolio of clients ensuring customer retention and high satisfaction with SumTotal Systems

OPPORTUNITY HIGHLIGHTS:

  • Manage customer interaction across the business to ensure adoption of products, positive NPS (net promoter scores).
  • Focus on project and on-going support issues, reference-ability, strategic and quarterly business planning.
  • Work with the extended sales teams to ensure high dollar over dollar renewal rate.
  • Enable success throughout the customer lifecycle best practices and methodologies.
  • Drive renewal and growth outcomes for designated customer accounts.
  • Own overall relationship with assigned clients, which include increasing adoption, ensuring retention, and satisfaction.
  • Establish relationships with stakeholders and mobilizers across the customer organization.
  • Enlist and manage internal SumTotal resources to support the customer.
  • Establish a trusted/strategic advisor relationship with assigned clients.
  • Drive continued value of our products and services.
  • Maintain a level of trust and confidence with key stakeholders and executives within your customer base.
  • Develop, prepare, and nurture customers for advocacy.
  • Plan and drive ongoing account strategy.
  • Work with clients to establish critical goals and aid the customer in achieving their goals
  • Conduct quarterly customer reviews of overall account health including benchmarking and adoption trends.
  • Work to identify and/or develop upsell opportunities
  • Advocate customer needs/issues cross-departmentally
  • Program manage account escalations
  • Manage outbound communication to clients (e-mail and phone)
  • Collaborate with sales team to provide seamless customer interaction
  • Work closely with finance and legal teams to ensure all contracts are accurate
  • Provide the face of SumTotal Systems to your customer(s)
  • Verify contracts, review terms and conditions

SKILLS & QUALIFICATIONS:

  • Three years customer success experience
  • Experience with renewals, sales, account management ideally in the HCM or adjacent marketplace.
  • Prior experience in closing sales deals at the executive level a plus.
  • Requires strong oral and written communication and presentation skills.
  • Ability to acquire a thorough knowledge of our products, services and solutions.
  • Confidently articulate the value our products, services and solutions provide.
  • Self-motivated and driven: No one needs to push you to excel; it is just who you are.
  • Eager to learn, adapt and perfect your work; you seek out help and put it to good use.
  • Customer focused - You want to help and serve our customers: They win, so you win.
  • Goal oriented and able to work independently.
  • Ability to organize, prioritize complete activities and meet daily deadlines.
  • Ability to withstand pressure of a demanding workload.
  • Ability to maintain a positive and professional manner.
  • Experience with Salesforce or other Force.com platforms.
  • Proficient in Office software.
  • Bachelor's degree or equivalent business experience.

SUCCESS QUALITIES:

Personally Accountable for Team Success. We unleash our edge together.

Confident Achievers. We are bold.

Intellectually Curious. We are sharp.

Adaptable, Agile & Resilient. We are driven.

Customer First. We are real.

MORE ABOUT SKILLSOFT:

Skillsoft delivers online learning, training, and talent solutions to help organizations unleash their edge. Leveraging immersive, engaging content, Skillsoft enables organizations to unlock the potential in their best assets - their people - and build teams with the skills they need for success. Empowering 36 million learners and counting, Skillsoft democratizes learning through an intelligent learning experience and a customized, learner-centric approach to skills development with resources for Leadership Development, Business Skills, Technology & Development, Digital Transformation, and Compliance.

Skillsoft and SumTotal are partners to thousands of leading global organizations, including many Fortune 500 companies. The company features three award-winning systems that support learning, performance and success: Skillsoft learning content, the Percipio intelligent learning experience platform, and the SumTotal suite for Talent Development, which offers measurable impact across the entire employee lifecycle. Learn more at .

Thank you for taking the time to learn more about us.

If this opportunity intrigues you, we would love for you to apply!

NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Skillsoft does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Skillsoft employee or hiring manager in any form without a signed Skillsoft Employment Agency Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.

Skillsoft is an Equal Opportunity-Affirmative Action Employer: It is the policy of Skillsoft (US) Corporation to provide equal employment opportunities to applicants and employees without regard to race, color, national origin, citizenship, religion, sex, sexual orientation, age, marital status, disability (mental or physical), protected veteran status, genetic information or any other class protected by law.