Customer Success Manager

Colibri - St. Louis, MO3.9

Full-time
LOVE TRUST JOY BOLDNESS TEAMWORK
(THE COLIBRI GROUP CORE VALUES)
Do you share these values?
Do you like to work with people and provide EPIC results?
Do you take pride in your work and workplace?
Do you like to have fun at work?
Do you care about your team, your company and your customers?
Do you want a career with a company where your ideas are valued?
Are you looking for a great career with a great company?
If you answered “Yes” to all of these questions, then you might just be a great fit for our Colibri team!

Colibri Group provides leading online learning solutions to licensed professionals who strive to be among the best in their fields. Through many leading brands — McKissock, Real Estate Express, The Institute for Luxury Home Marketing, Elite Professional Education, Superior School of Real Estate, Allied School of Real Estate, Advanced Healthcare, and Securities Training Corporation — the company serves more than 1,000,000 professionals each education period in real estate, healthcare, and financial services industries, among others. Colibri Group’s comprehensive learning platforms give working professionals a competitive edge throughout their careers by combining continuing education with up-to-date information, practical on-the-job application, and online accessibility.

We are looking to bring on an awesome team member as our Customer Success Manager initially focused on our Securities Training business. This is a fast paced and exciting role in a great organization reporting to the Senior Director of Customer Success.

Position Summary

The Customer Success Manager is a critical customer-facing role which provides support, guidance, growth opportunities and account oversight to our customers. As a customer advocate, the Customer Success Manager is the primary point of contact responsible for delivering a superior customer experience to our customers. This role focuses on owning the customer relationship and cultivating the relationship based on customer journey mapping and in turn perform proactive account management activities, promoting customer satisfaction and product adoption, resulting in a referenceable customer.

Requirements:
Act as the main point of contact and trusted advisor, with deep understanding of customers’ business goals and pain points.
Define success plans rooted in data with clear deliverables for each assigned customer and ensure clear communication across the customer operational areas, ensuring best in class service.
Work with customers to help them extract maximum value from Colibri’s solutions to ensure high levels of program utilization.
Build a strong understanding of client and industry segmentation, behavior and insights to drive customer lifetime value.
Ownership of customer renewals and add ons.
Establish, manage and grow value-based relationships though exceptional communication and follow through to ensure customer satisfaction, resulting in high customer retention.
Proactively monitor customers’ program utilization, conduct regular calibration sessions and business reviews, with analytics and insights on improving performance and experience.
Serve as voice of the customer to prioritize feature requests and platform improvements during product discussions in order for Colibri to improve our business solutions using the customer feedback loop.
On-board and provide training to new customers during the on-boarding process and educate assigned customers on new solutions or changes to the program.
Deliver on an exceptional customer experience with proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to align, track and evolve customer business goals.
Actively drive customer references and case studies.

Qualifications:
We are looking for a professional who is a proven and passionate self-starter with:
3+ years’ experience providing SaaS customer-facing account management.
Capability of communicating, building and maintaining strong relationships at all organizational levels to promote customer success throughout the organization.
Strong work ethic and ability to manage high levels of volume across multiple customers and projects, with varying degrees of priorities, while fostering retention and loyalty in a fast-paced environment.
Exposure to NetSuite and/or other CRM tools is a plus.
Excellent verbal and written communication skills.
Ability to leverage your creativity, intellect and results-oriented attitude, to advance Colibri’s vision for the future.