Job Specifications
The Customer Success Manager (CSM) is responsible for creating a positive experience for the customer, ultimately leading to renewal and long-term customer satisfaction. To achieve this, the CSM understands the business initiatives and goals of the customer and helps them meet their goals using curiosity, empathy, and innovative thinking. Refine & optimize the customer's use of the platform by taking advantage of current & new features. The CSM will assess overall satisfaction of the customer through stakeholder meetings, and close monitoring of usage and other key metrics.
The CSM guides Docebo customers to the optimal solution to meet their business needs in a consultative approach and in the context of the customer's industry and use case.
This role works with a portfolio of customers and collaborates with all internal stakeholders such as sales, product, marketing and account management. The primary goal is to increase customer satisfaction and loyalty creating... "raving fans".
Responsibilities:
Owns customer retention by reducing churn, increasing customer adoption, and improving customer satisfaction
Identify and mitigate risk early to ensure ongoing customer satisfaction
Educate and inspire customers with best practices, success examples, and innovative ways to solve business problems
Demonstrate empathy and be a trusted advisor and advocate for customers, ensuring that each touchpoint across the customer journey is engaging, efficient, and effective
Understand, master, and become a pro at describing our product to prospects, and addressing promptly every question they may have surrounding our technology
Prepare and deliver technical presentations explaining products or services to prospective customers
Plan and configure products to meet presentation needs, as well as deliver on product demonstrations
Assist the customer in creating and monitoring success KPIs throughout each phase of the customer journey
Create customer champions who are willing to participate in Docebo Marketing initiatives
Collaborate with internal teams (marketing, sales, product, professional services, and support) in order to provide an overall high quality Customer Experience
Recognize up-sell opportunities based on customer needs and work with the Account Management team to expand usage of Docebo
Requirements:
5-9 years of experience in a related field
Bachelor degree or equivalent experience
Prior experience managing a renewable book of business for a software-as-a-service company
Previous experience on LMS administration and Instructional Design principles
Strong communication skills and rapport building, while leveraging technology to interact with customers remotely
Understanding of HTML, CSS, and Javascript;
Strong knowledge of enterprise technologies and systems, including SSO, CRM, ERP or HRIS;
Have a strong ability to share your technical knowledge while maintaining an upbeat pace and a positive mindset;
Knowledge of latest trends & technology in L&D space and how to apply into the customer journey
Consultant approach to use a combination of logic, analysis, experience, wisdom, advanced methods to make sound, timely decisions and to find effective and innovative solutions
Ability to analyze data and use it to drive conversations and objectives
Customer focus to be able to add value to customers and exceed their expectations giving excellent service
Ability to demonstrate a high degree of empathy while balancing the relationship between Docebo and our customers
Preferred Requirements:
Previous experience as Customer Success Specialist, Customer Success Manager, Customer Experience Manager or business consultant
Proficiency of HR / LMS technologies is desired
Knowledge in CRMs Salesforce preferred
About the Company
Docebo is the world's most powerful learning platform, built for the business of learning. Docebo helps organizations around the world deliver scalable, personalized learning to customers, partners, and employees, driving productivity, engagement, revenue, and growth.
The Docebo platform is stable and intuitive, with innovative technology for content generation, automation, and analytics, along with the industry's most advanced AI capabilities. This enables businesses to create and manage content, effectively train diverse ...
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