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Customer Success Manager
Il y a 2 mois
The Customer Success Manager is responsible for empowering Docebo customers to achieve their desired business outcomes by leveraging our platform. This role will work closely with a portfolio of customers to ensure value realization and renewal.
Responsibilities:- Be the primary contact and advocate for Docebo customers, providing guidance and consultation on proper utilization of our platform to drive best-in-class learning programs and strategy.
- Demonstrate knowledge of business and learning strategy engineering, realization, and optimization, moving from business outcomes into real-life solutions and their successful implementation.
- Master the Docebo product suite and act as an expert resource for customers on how to configure, leverage, and expand their usage to achieve business outcomes.
- Manage customer expectations of Docebo products, processes, services, and other resources.
- Successfully lead deal-related escalations with the support of their direct manager.
- Work with multiple customer stakeholders and personas, including LMS administrators, technical resources, decision makers, and executives.
- Understand, analyze, and prioritize business and technical requirements to guide customers in realizing and implementing them within Docebo.
- Successfully explain and convey technical concepts to a non-technical, business-oriented audience.
- Manage account retention and renewal rates for your portfolio of customers, proactively working to avoid downgrade and churn.
- Collaborate with internal teams and resources to provide an exceptional Docebo experience for customers.
- Support the generation of upsell and expansion opportunities through insightful discovery of needs, excellent product demonstration, and validation of requirements.
- Manage a book of business with a growth mindset, demonstrating an understanding of targets, goals, forecasts, and other key business metrics.
- Leverage the success and value that Docebo provides to secure referrals, case studies, and positive reviews.
- Actively contribute to the development of the Customer Success Team strategies, initiatives, and projects for scale, growth, and increased quality of service.
- Minimum of 5 years of experience in a customer success role.
- Fluent French and English is a must.
- Experience working with B2B accounts in the SaaS industry.
- Proven track record of consistently assisting customers in achieving their desired business outcomes.
- Strong written and oral communication skills.
- Able to build relationships and rapport virtually.
- Ability to handle high-pressure situations and varying work volumes.
- Ability to autonomously balance time and effort to achieve goals.
- Strong problem-solving skills.
- Self-driven and collaborative.
- Knowledge of HR/LMS technologies is desired.
- Ability to travel, with notice, up to 25%.
