Federal Customer Success Manager

Skillsoft is seeking a Federal Customer Success Manager who has a passion for digital learning to enable organizations to reskill and upskill their employees. This role involves managing a portfolio of Federal customers and is responsible for customer retention and satisfaction.

As a Federal Customer Success Manager, you will have the opportunity to work closely with the customer’s learning leader(s) after the purchase of Skillsoft solutions to ensure the customer’s desired outcomes are met through onboarding, adoption, expansion, and renewal. In this role, you will have the opportunity to drive ongoing account strategy working with the customer to establish critical goals, or other key performance indicators, and is a strategic partner to the customer in achieving their goals and desired outcomes. The Federal Customer Success Manager partners with Skillsoft account executives and other internal partners to drive retention and growth among customers by understanding their business needs and helping them succeed by achieving targeted activity and renewal goals on a monthly, quarterly, and annual basis.

Here’s What We Are Searching For:

Key Responsibilities

• Provide guidance and advise customers on Skillsoft content, platform solutions, and service offerings using Skillsoft’s Learning Strategy Framework and other tools and resources
• Establish a trusted/strategic partnership relationship with each assigned customer and drive continued value of our products and services
• Ensure customer success by consulting during the process of defining, implementing, launching, promoting, and continually evaluating the digital learning program
• Offer mastery and articulation of the Skillsoft value proposition, value drivers for learning and skills development, and strategic importance of people development to organizational transformation, growth initiatives, and competitive differentiation
• Guide customers to develop and enhance their talent and learning program by applying relevant tools and resources
• Maintain a cadence of communicating with customers about their adoption and usage, trends overall, and mining opportunities for deeper engagement
• Conduct business review meetings with customers to validate and understand their business needs, review skilling strategy, discuss performance measures, assess key trends and ensure value realization, as well as analyze white space and identify up-sell and cross-sell opportunities
• Collaborate with Account Team to identify white space to ensure expansion and renewal
• Take proactive steps to mitigate potential issues that can impede on the success of the program and manage and facilitate the resolution of customer issues and concerns.  (internal & external) and respond to activities and create follow up tasks in a timely manner
• Stay current on new technology trends and makes recommendations to Skillsoft development on customer content needs
• Monitor and document account health and identify and mitigate risk and churn within your assigned accounts

Skills Requirements

• 5+ years of professional Customer Success, Sales or Professional services experience with a Bachelor's degree in business, education, or related field; or equivalent experience
• Experience managing customers from L&D or consulting experience with a portfolio of customers
• Solid knowledge of the digital learning industry with the ability to articulate its features and benefits to all levels of the business enterprise, including understanding of the customer's business drivers
• Capability to engage in discussions with C-level executives and senior leaders within your accounts with the ability to build relationships at many levels across customer teams
• Experience working with a portfolio of Federal government customers
• Experience using Salesforce CRM and Churn Zero or other Customer Success platform
• Advanced Excel and PowerPoint skills and proficient in Word and Outlook
• Must Be a US Citizen
• Location: East Coast US with the Ability to travel up to 15-30%

Qualification Requirements

• Solid understanding of business and leadership skills, skills taxonomy and competency development with their relevance to the organization's talent and learning needs
• Solid conceptual knowledge of current Technology and Developer Skills and keeps up to date on new technology trends and may make recommendations to Skillsoft content team on customer content needs
• Experience in analyzing data, visualizing success, and demonstrating value, as well as possess critical thinking, problem solving and decision-making skills that balance data analysis with responsiveness for creative, independent, solution-focused action
• Effective project management and organizational skills, specifically managing a complex customer base

Preferred Skills & Qualifications

• Ability to easily adapt to change as it relates to customer strategy, internal/external relationships, and organizational direction
• Knowledge of Federal Government organization and initiatives, processes, regulations, and compliance requirements

Target base salary range for this job requisition is anticipated to be approximately $75,000 - $88,000 annualized with average on target earnings including commissions of approximately $90,000 - $105,600 annually.

We also offer Enterprise benefits including but not limited to: medical, dental, vision, and paid time off

The company may modify salaries, salary ranges and/or Pay Plans from time to time as it deems necessary.