Sr Customer Success Operations manager

OVERVIEW:

The Sr. Customer Success Operations manager role has a very wide area of responsibility and thus requires in-depth knowledge of various company processes. The ideal candidate must be a savvy, seasoned strategist to spearhead many concurrent operational activities. This role will work with customers, account teams and leaders within the organization to develop strategies that are forward thinking and promote aggressive deployment of activities impacting renewals and growth.

OPPORTUNITY HIGHLIGHTS:

• Develop and implement best in class value-based activities (reporting and data analysis, value and measurement, marketing and communications, project management, process and documentation).
• Develop productive relationships with account teams across the organization to continually assess and develop strategies to contribute to customer growth and renewal within our strategic accounts.
• Continually evaluate new technology and industry trends with a desire to innovate.
• Develop and maintain detailed project work plans.
• Evaluate project risks and raise to management in order to develop contingency plans and to respond to change in risk factors as the project progresses.
• Communicate project status on a weekly basis to management and/or account team, maintaining a repository of meeting minutes and project issues.
• Propose service solutions which satisfy the identified business needs of enterprise and strategic Skillsoft clients.
• Intimate understanding of our complex and strategic customer's business and learning priorities and goals as the basis for consulting and recommendations to drive program improvement, success and value throughout the customer lifecycle.
• Drive ongoing development in areas such as Skillsoft product knowledge; customer lifecycle management; various Skillsoft internal tools; and professional development (including business acumen; consultative skills; time-management; organization skills; project management, presentation skills, Excel and PowerPoint skills).
• Advanced-level knowledge in Skillsoft content, learning design and technology.
• Is regarded as a peer leader/mentor for others.
• Participates in cross-functional and complex projects to help move the Customer Success and overall organization forward.
• Facilitates regional and industry-based customer networking opportunities.
• Speaks at internal and/or customer facing events.

SKILLS AND QUALIFICATIONS:

• Minimum of 8 years' experience in customer success operations. Requires highest knowledge of technical skills and problem-solving abilities. Bachelor's Degree in a relevant field or equivalent work experience.
• Excellent communication, interpersonal, organizational, research and analytical skills.
• Advanced-to-expert level knowledge of relevant systems, such as Microsoft Excel, Microsoft PowerPoint, Microsoft Project
• Consistently works with abstract ideas or situations across functional areas of the business. Through assessment of intangible variables, identifies and evaluates fundamental issues, providing strategy and direction for major functional areas. Requires in-depth knowledge of the functional area, business strategies and the company's goals.
• Proven ability to effectively manage large and complex projects.
• Superior ability to work autonomously as well as with leaders, peers, and clients in other countries.
• Proven ability to take initiative, make decisions and propose strategies and solutions.
• Superior knowledge of the various components of the learning Industry; proven ability to articulate its features and benefits to all levels of the business enterprise, including understanding of the customer's business drivers.
• Advanced knowledge of talent management and key organizational learning initiatives such as leadership development, management development and professional development.
• Expert-level knowledge in competency framework, needs assessments and ability to advise clients on learning solutions based on Skillsoft's content library.
• Prior experience performing in a peer mentoring or coaching capacity.
• Demonstrated success running or participating in cross-functional or process improvement efforts.
• Excellent organizational abilities and outstanding communication and people skills.
• Strategic and analytical thinking skills, with an ability to make decisions and keep clients informed as warranted.
• Proven and superior ability to communicate clearly and concisely, orally and in writing, with both clients and internal teams.
• Proven and superior ability to conduct business in both field and virtual environments, working with multiple teams.
• Team player and a strong relationship builder.
• Advanced data analytical skills.
• Proven and superior consulting, listening and communication skills, demonstrated by the ability to establish influential relationships with diverse customers, including business owners.
• Proven and superior presentation skills, both virtual and live, in large and small group settings and exceptional knowledge of Webex.
• Proven and superior project management and organizational skills specifically managing multi-solution, simple to complex, concurrent projects.
• Critical thinking, problem solving and decision-making that balance analysis with responsiveness for independent, solution-focused action.
• Proven and superior ability to easily adapt to change as it relates to customer strategy, internal/external relationships and organizational direction.
• Limited travel as required.

Any Skillsoft team member traveling to the United States for business will need to be fully vaccinated against COVID-19.

OUR VALUES:

WE ARE PASSIONATELY COMMITTED TO LEADERSHIP, LEARNING, AND SUCCESS. WE EMBRACE EVERY OPPORTUNITY TO SERVE OUR CUSTOMERS AND EACH OTHER AS:

• ONE TEAM
• OPEN AND RESPECTFUL
• CURIOUS
• AGILE
• TRUE