Company Overview
NetCom Learning is a premier provider of IT and business skills training, serving individuals and organizations worldwide. We offer a comprehensive range of training solutions tailored to meet the evolving needs of professionals and businesses in today's rapidly changing technology landscape.
About The Role
The Director of Customer Success Management is a key leadership role responsible for guiding and inspiring a team of Customer Success Managers (CSMs) to achieve excellence in client satisfaction and revenue growth. This role is central to ensuring seamless service delivery and fostering a culture of continuous improvement within the organization.
Key Responsibilities
- Lead and Inspire: Guide, mentor, and manage a high-performing team of Customer Success Managers (CSMs) to achieve excellence.
- Performance Excellence: Set clear performance expectations, fostering a collaborative, results-driven culture that thrives on mutual success.
- Client Collaboration: Partner closely with Sales PODs to deeply understand client needs and expectations, ensuring seamless service delivery.
- Proactive Client Engagement: Champion proactive client engagement to build trust, gather valuable feedback, and drive satisfaction.
- Strategic Account Management: Oversee a diverse portfolio of client accounts, developing and executing strategic account plans.
- Revenue Growth: Identify and capitalize on opportunities for upselling and cross-selling training services to drive revenue growth.
- Expert Guidance: Provide CSMs with expert advice on training strategies and client solutions.
- Tailored Training Solutions: Review client goals and recommend personalized training solutions to meet their unique needs.
- Relationship Building: Cultivate strong client relationships, promoting loyalty and long-term partnerships.
- Renewal and Retention: Develop and implement effective client retention strategies to ensure high renewal rates.
- Seamless Onboarding: Facilitate smooth and efficient onboarding processes for new clients.
- Training Coordination: Coordinate training sessions and provide clients with the necessary resources to succeed.
- Client Support: Assist clients in navigating training platforms, ensuring they maximize their value.
- Feedback System: Establish a robust system for collecting and analyzing client feedback and insights.
- Cross-Functional Collaboration: Work with cross-functional teams to address and resolve client concerns promptly.
- Share Success: Share inspiring client success stories and best practices across the organization to foster a culture of continuous improvement.
Requirements
- Educational Background: Bachelor's degree in a relevant field is preferred.
- Proven Leadership: Demonstrated leadership experience in Customer Success or Account Management, ideally within IT Training.
- Industry Expertise: Strong understanding of IT training technologies and trends, staying ahead of industry developments.
- Exceptional Communication Skills: Excellent communication, negotiation, and interpersonal skills, with the ability to influence and drive outcomes.
- Collaborative Approach: Proven ability to collaborate effectively within a Sales POD Model.
- Performance Track Record:
- Maintained 90%+ client satisfaction.
- Achieved annual revenue targets of $X million through successful upselling and renewals.
- Technical Proficiency: Proficiency in CRM tools and data analysis, leveraging insights to drive client success.
- Customer-Centric Mindset: Demonstrated ability to increase customer retention rates by X%, putting clients at the heart of all initiatives.
- Candidate should be willing to work in US Shift.
Why Join NetCom
- Opportunity to work with industry-leading experts and cutting-edge technologies.
- Collaborative and inclusive work culture.
- Ongoing professional development and growth opportunities.
If you are passionate about designing innovative learning experiences and making a positive impact in the lives of learners, we want to hear from you! Apply now to join our team at NetCom Learning.
