Platforms Customer Success Manager
Remote Customer Success
Job Type
Full-time
Description

Description

The Customer Success Manager (CSM) provides platform-level technical and customer support, including delivery, onboarding, and support for LMS customers of eLearning Brothers. The CSM uses varied IT systems and eLearning development skills, along with LMS knowledge and experience, to assist clients in managing and delivering web-based learning content.

This role is a non-supervisory position.

Essential duties include demonstrated skills:

  • Architect, provision, and deliver customer systems with all features and functions as required.
  • Provide initial onboarding and training to customer representatives based on the system as defined.
  • Provide technical support on assigned systems.
  • Create and track support requests based on identified customer issues.
  • Interface with development and product management to resolve technical issues on behalf of customers.
  • Reach out to new customers to ensure they have the necessary training materials and/or one-on-one support to successfully use the tools to which they’ve subscribed. 
  • Follow up with customers after initial onboarding at predefined intervals to ensure satisfaction with ELB products or services. 
  • Identify opportunities to provide more value to customers by evaluating needs and suggesting additional ELB products or service offerings. 
  • Complete tasks  as assigned and track completion of customer engagements in the Hubspot system following established protocols. 
  • Engage in and recommend/manage company initiatives to improve customer engagement. 
  • Passionate focus on leading success metrics as defined by Customer Success (CS) Management, which may include: Customer engagement and usage statistics, Customer subscription renewal accountability, Meeting SLA (Service Level Agreement)      timelines.
  • Work with CS Team management to ensure Knowledgebase and web content for all ELB product lines and service offerings are accurate, meet established quality. 
  • Under CS management team direction, work with dedicated personnel from the ELB Marketing team to engage with customers on ELB’s Community. 
  • Able to explain software features and functionality in user-friendly, non-technical language.
  • Troubleshoot different learning scenarios.
  • Have familiarity with popular web browsers on desktop (Chrome, Firefox, Safari) and mobile devices.
  • Analyze reporting and data requests alongside business partners to ensure results are accurate and serve the needs of the user.
Requirements

Desirable experience

  • Learning management system (LMS) administration
  • Basic knowledge of learning technology standards such as AICC/SCORM and xAPI
  • Knowledge of LMS architecture and ability to implement industry best practices
  • Advising on best practices working with AICC/SCORM/xAPI and eLearning content on an LMS
  • Intermediate technical web production skills, including HTML, CSS, and JavaScript\

Demonstrated Behaviors


Results Driven:  Assert the value of the eLearning Brothers customer success vision.  Resilient to the highs and lows of the customer solutions and onboarding cycle.  Pre-plans and is prepared.  Produces quality work.
 

Thirst for Knowledge: Continually works on self-development surrounding product and process knowledge. Consciously refines customer engagement and presentation skills.
 

Positive Attitude: Express enthusiasm with customers and colleagues. Anticipate obstacles and actively seeks solutions.
 

Analytical Thinking:  Uncovers the customer’s need, understands any obstacles or challenges and identify a viable approach and a solid solution. Is naturally curious. Becomes an expert at resolving concerns.  
 

Professionalism:  Articulate the company with integrity and professionalism. Prompt and courteous responses to customer inquiries and requirements. Project a professional Customer Success Manager image.  
 

Team Player:  Treat colleagues in a consistent and fair manner that recognizes their contributions to the project and to the company as a whole.  Project positive and compassionate attitudes toward colleagues.  Uses discretion in resolving conflicts.