Job Description

We are looking for a Customer Success Manager to play a critical role in building deeper relationships with existing clients thus unlocking value across their end-to-end learning and development needs.

Customer Engagement & Satisfaction

- Complete ownership of program experience for all B2B cohorts including onboarding SMEs for standardized offerings, if needed

- Act as a liaison between the customer and internal delivery teams, as the project progresses from initial development to completion

- Ensure that the customer and the internal project teams have the same understanding regarding the scope of the project, its goals, timing, and progress.

- Ensure that the various internal teams working on the project are moving towards a cohesive and parallel goal

- Build an escalation path and SOP to ensure congruence and consistency in the engagement

- Work with internal teams to ensure success of engagement and overall customer satisfaction

Customer Relationship & Repeat Business

- Understanding of the customer's business, the current active engagement, and the parameters of success

- Manage customer engagement by building relationships with key customer contacts and have a thorough mapping of stakeholders

- Proactively gauge progressive customer requirements that could potentially be fulfilled by uGB offerings, pass this onto to Sales/Account Managers

- Be a Product Evangelist for uGB offerings and share relevant industry trends with customers

- Support revenue generation by way of repeat business contributing to the overall growth of engagement.

Reporting & Analytics

- Share quarterly and monthly insights with Director - CSG on the state of the active cohorts, highlights, and red flags

- Responsible for ensuring 50% of customers are referenceable with formal success stories published

- Build a robust feedback mechanism that could be shared internally and externally - Run regular Monthly Governance and Business Reviews to gauge the health of the engagement and offer recommendations as needed

- Report on process improvements needed, recommendations and be the voice of the customer internally