Learning Without Tears
  • 19-Mar-2019 (CST)
  • Cabin John, MD, USA
  • DOE
  • Salary
  • Full Time

The Customer Success Leader is responsible for developing and leading the customer success strategy from sale to renewal; engaging, onboarding, and enabling Learning Without Tears (LWT) customers to achieve  desired outcomes with LWT products.

Job Duties

  • Establish strategy for onboarding and touchpoints for customers for all product lines.
  • Establish segmentation of customers to determine appropriate touches.
  • Train, motivate and supervise cross functional success team to ensure employees receive clear direction and resources to accomplish defined objectives.
  • Partner with Sales, Operations, Marketing and Product leadership and teams to drive customer renewals.
  • Ensure successful customer on-boarding and user adoption by staff.
  • Impart technical leadership & direction on all aspects of LWT's products & services ensuring the processes are set up successfully and tracked
  • Establish a system to track and address accounts identified as a churn risk.
  • Ensure seamless customer onboarding process.
  • Function as the voice of the customer and provide internal feedback on how LWT can better serve our customers to all customer facing groups
  • Anticipate and identify customer issue conflicts to diffuse potential problems and, when necessary, provide an escalation path to ensure swift resolution of the issue.
  • Effectively and accurately use and maintain sales and operational tools in managing customer account activity
  • Identity ways to understand our customers' objectives and become a trusted advisor.
  • Work closely with customers to ensure commitments are delivered
  • Define and report on metrics and KPIs used for measuring and delivering Customer Success and Renewals results and own reporting on KPIs.¬†

Required Education/Skills

  • B.A. or B.S.in business or related fields or equivalent work experience.
  • 7+ years of relevant experience in the areas of Customer Success Management and/or Sales Operations in both physical and digital products.
  • Ability to lead and coach employees to enhance their skills and performance.
  • Proven senior leadership presence, building relationship and cross functional teams.
  • Excellent interpersonal skills in dealing with staff and customers.
  • Strong analytical skills with ability to identify clear business objectives and outcomes.
  • Strong financial acumen with experience supporting revenue generating or cost reduction initiatives.
  • Demonstrated ability to understand customer requirements and translate into quantifiable solutions.
  • Proficient with CRM tools, web-based presentation tools, and Microsoft Office applications.
  • Proven track record to analyze data and metrics for business insight purposes.
  • Ability to coach employees to enhance their skills and performance and help them develop their careers.
  • Ability to inspire and guide a team and customers.
  • Ability to travel 25% - 50% of working time.
Learning Without Tears
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