Senior Customer Success Manager

About Our ClientThe hiring company aims to change lives, businesses, and nations through radical talent transformation in digital technologies. They offer a unique and immersive online learning platform, powering corporate technical training in fields such as Artificial Intelligence, Machine Learning, Data Science, Autonomous Systems, Cloud Computing and more. Their rapidly growing global organization is revolutionizing how the enterprise market bridges the talent shortage and skills gaps during their digital transformation journey. The hiring company is proud to be backed by respected investors and provides a powerful and differentiated solution inside of a total addressable market opportunity. The hiring company has more than 100 enterprise customers.What They DoThe hiring company trains individuals globally for future careers and transforms talent for increased productivity and retention. They believe in creating a diverse, equitable and economically empowered world and do not discriminate on any basis. Job applicants are requested to complete a voluntary anonymous survey to measure diversity in gender and ethnic background among candidates and employees.The Enterprise team is responsible for helping companies, non-profits, and governments realize the power of the hiring company's training at scale. The selected candidate will help leading companies fulfill their societal impact objectives and empower their teams with training in the latest technologies so that they can develop powerful new products and services on a global scale.About The RoleThis role is an exciting one that will offer a mix of program management and client management. The role will be responsible for developing, managing, tracking, and ensuring the success of the hiring company's clients’ programs. One of the main value drivers is learner outcomes, and the ability to ensure that desired partner and learner outcomes are achieved, tracked, and communicated across key stakeholders. While the selected candidate doesn’t have to be a tech expert themselves, they are required to have knowledge about the tech job market and the skills demanded in it per country & region. The performance will be measured by how one manages existing relationships and coordinates with the hiring company’s various cross-functional teams including global student operations, the student experience team, sales team, Product and Content, and key leadership stakeholders.Responsibilities:Act as a program manager for large-scale programs with various entities, including government entities, semi-government entities, and enterprises.Be the client advocate internally, positioning asks and solutions thoughtfully and with data in order to improve the customers’ experience.Guide and coach customer executives, managers, and employees through a standardized approach.Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty and driving strong renewal and upsell rates.Coach customers to be product experts and train their teams on the hiring company's methodologies so they become increasingly self-sufficient.Identify common customer challenges and actively suggest better solutions.Measure, analyze, and report on program impact outcomes while tracking against KPIs.Partner with the hiring company’s Sales team to help move prospect conversations forward and build trust and credibility via a consultative approach.Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.Craft customer onboarding assets, adapt existing customer onboarding assets, and work with product marketing to refine existing and create new onboarding assets.Help drive customer references and case studies.Requirements:5+ years of experience in a customer-facing customer success, account management, or strategic consulting organization. Software or education experience a benefit.Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.A strong desire to learn and define an emerging function in a rapidly growing and dynamic startup environment.Strong interpersonal skills and experience building internal and external relationships.Consistent track record of highly-professional customer service in a fast-paced, dynamic environment.Diplomacy, tact, and poise under pressure when working through customer issues.Compensation:While this is a remote role, applicants must be currently authorized to work in the United States of America on a full-time basis. The maximum base pay for this position is $114,753, and On Target commission at plan is $28,688. This role is also eligible to participate in the hiring company’s equity plan and will receive generous benefits effective day one of employment including unlimited PTO, 401K, reimbursement toward monthly internet and cell phone expenses, a monthly wellness stipend, up to $4k per year for external learningand development, and more!Benefits:At the hiring company, they offer the flexibility of working from home. They also have in-person collaboration spaces in various locations and continue to build opportunities for team members to connect in person.Flexible working hours.Paid time off.Comprehensive medical insurance coverage for you and your dependents.Employee wellness resources and initiatives.Personalized career development.Unlimited access to the hiring company's Nanodegrees.

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