PURPOSE
You will successfully retain and grow your customers from the onboarding phase through to annual renewal by creating and maintaining long-term, trust-based relationships and developing additional business opportunities. You will liaise with cross-functional, global internal teams (including sales, professional services, content and technology) to improve the entire customer experience and will negotiate new terms and pricing at the point of renewal using the Skill Dynamics renewal process. You are customer-oriented with a drive to achieve goals and maintain a great customer experience, listening to our customers to understand their goals and concerns. You will be able to suggest forward-thinking ideas to promote our services, current and new, and work closely with your customers to understand their needs and exceed their expectations.
REPORTING RELATIONSHIP
Reports directly to: Chief Revenue Officer
Direct Reports: N/A
MAIN CUSTOMERS / CONTACTS
Internally, the role will involve working with:
* The Learning Success Team
* The Learning Solutions Team
* Professional Services Team
* The Content Team
* The Technical Team
Externally, the role will involve you working with the following roles within global multinational organizations:
* Senior Management (C-Suite, VP and/or Director)
* Academy Co-ordinators
* Learning & Development Departments
PRINCIPAL RESPONSIBILITIES
* Work with assigned portfolio of customers to provide learning solutions, develop new business, drive usage and to ensure customer satisfaction
* Serve as primary day-to-day liaison with assigned customers and maintain positive ongoing relationships
* Manage multiple projects simultaneously while interfacing with different internal and external stakeholders
* Reflect the very best of Skill Dynamics to your customers
EXPERIENCE AND QUALIFICATIONS
Technical Skills:
* At least 2 years of Account Management, Customer Success or Sales team experience managing customers through success, planning, retention and growth
* Ambition to forge a career in a commercial role within a growing private equity backed business
* Willingness to learn new skills in customer growth, sales, negotiation and contracting
* Ambition to move up in the business is fully supported as opportunities to develop will increase as the business grows
* Strong presentation and communication skills with an ability to easily build rapport
* Autonomous attitude and ability to work well unsupervised
* Competent IT skills. Proficient in CRM/MS Excel / Word / Power Point / LinkedIn
Soft Skills:
* Strong organizational and time management skills to ensure deadlines are met while maintaining high-quality work.
* A team player who enjoys working with others and contributing to the success of the team.
* A strong sense of ownership and accountability