Customer Success Manager - India

GlobalEnglish (Anywhere, India, Anywhere, India, India) 23 days ago

                                                                  Customer Success Manager India

Learnship is a global technology company that delivers products and services that remove the language and cultural barriers to give every global worker the ability to contribute and thrive in the connected 21st-century economy. We blend the latest technology innovations with research on how adults effectively acquire language. Our AI- & human-powered products and services produce immediate productivity and performance gains through formal and informal learning and on-demand performance support. At Learnship, we believe success should be driven by ability and ambition, not bias or birth right. English has become the language of global business.

This is what you will tell people at parties

“I am part of our truly global, diverse and motivated team dedicated to help enterprises to unleash the disruptive power of diversity and doing business globally by attacking the language and cultural obstacles that stop their distributed teams succeeding. As a Customer Success Manager, I play a crucial role in contributing to Learnship’s success story and accompany countless corporate customers and individuals driving their business and personal growth.“

This will be the challenge:

As a candidate for this role you must have written and verbal fluency in English as you will be responsible for maintaining and improving the customer relationships across India, driving customer satisfaction and creating new business opportunities in partnership with the larger team. 

You will be responsible for consulting with customers to manage pilots, implementations, and program outcomes strategies; protecting existing accounts by creating and executing communication plans, sharing recommendations and best practices; and addressing issues and questions from client project teams to ensure the highest possible level of customer satisfaction. 

Some travel to regional activities such as customer locations, field events may be required. There may also be some limited first line support work taking calls from learners to address their questions.

In a truly international position, you will work closely with your colleagues all over the world, including Learnship headquarters in Chicago and Cologne.

A full onboarding program will be given to get you up to speed.

This will be the mission:

  • Work in alignment with the service level of the account or statement of work defined by the customer and the sales and services team, monitoring time, costs, and deliverables
  • Maintain customer satisfaction through strong project management and consulting skills
  • Develop a trusted advisor relationship with customers such that all are aligned with the customer’s business case and business strategy, allowing the full potential of their Learnship solution to be realized
  • Leverage comprehensive understanding of Learnship solutions to provide relevant adoption and recommendations on solutions and enhancements customized to customers' business needs
  • Work with the customers to ensure they are leveraging the solution and achieving success.
  • Develop and maintain positive client relationships at all levels with existing corporate accounts
  • Partner with Customer project teams and serve targeted accounts as main point of contact. Support them during the whole project, including pilots (if applies), implementations and efficacy process, in a consultative approach
  • Provide proactive customer service to ensure the customer’s ROI and satisfaction is the highest possible (efficacy process) 
  • Plan and deliver periodic account Reviews and Annual Business Impact Review (and any other deliverable included in the SOW), in collaboration with the sales team
  • Manage satisfaction and business impact surveys
  • Monitor and identify trends in adoption and utilization of solutions and provide guidance to customers as part of annual Business Impact Review
  • Provide timely account or issue executive summary status reporting to customers and management
  • Identify and assess renewal risks for customers' license subscriptions and collaborate with internal teams to ameliorate
  • Document and gather customer and project information in the CRM system. 
  • Participate in field marketing events within region
  • Cover for support colleague as first line of support answering user queries and escalating where necessary

Your skillset:

  • Written and verbal fluency in English is essential. Any other language is a plus
  • 3+ years relevant work experience in one or more of the following: customer success management, customer service, project management or consulting -- ideally with online language learning or other virtual learning applications in a SaaS environment 
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-Level
  • Demonstrated consulting skills to advise customers and share best practices
  • Aptitude both for analyzing learning concepts and translating them into business terms, and for mapping business requirements to appropriate solutions
  • Project management skills: ability to manage project’s timeline, costs and deliverables. Ability to successfully manage multiple projects simultaneously
  • Ability to prioritize, multi-task, and perform effectively under pressure. 
  • Highly customer-focused attitude 
  • Strong knowledge of business process (Talent Management, Sales, Marketing, Service, Support) 
  • Experience in Internet technology, online learning, and/or corporate education implementation a significant plus 
  • Familiarity with Learning / Talent Management Systems and integrating online learning into Talent and Learning Management Systems. 
  • Experience using remote business communications and collaboration tools including, MS Office, chat clients, VOIP clients, remote collaboration tools (e.g., WebEx), etc. 
  • Experienced in conducting virtual meetings
  • Experience in Internet technology, online learning, and/or corporate education implementation a significant plus 
  • Familiarity with Salesforce or other CRM systems desirable 

Your personality:

  • Self-starter able to work independently and from a home office, ability to work with minimal direction
  • Team focused 
  • Ability to work effectively across cultures 
  • Adaptation skills (growing company, new processes, etc.) 
  • Operates with a sense of urgency and has a positive, winning attitude 
  • Willing to travel

What we offer you:

  • The chance to further develop in our successfully and rapidly growing company while contributing your own ideas and ambition
  • A friendly, multicultural working atmosphere with plenty of room for development
  • The chance to collaborate with our diverse, multicultural teams all over the globe
  • The ability to work with our innovative, future-oriented product in the EdTech sector

Customer Success Manager - India

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