Responsibilities

• Establish, grow, and maintain strong relationships with enterprise customers, including executives, decision-makers, and influencers. 

• Build relationships and credibility with key contacts at all levels; proactively identify contact gaps and work cross-functionally to foster those new relationships. 

• Manage the risk, health and success of enterprise customers and help them achieve their desired outcomes. 

• Collaborate with cross-functional Skillable teams, such as sales, marketing, product development, and customer support, to ensure enterprise customers’ needs and expectations are met. 

• Conduct regular account reviews and present account performance reports to internal and external senior management and stakeholders; identify areas for improvement and growth opportunities. 

• Identify upsell and cross-sell opportunities to increase Skillable revenue and maximize customer lifetime value. 

• Manage and track customer satisfaction and feedback and ensure timely resolution of any issues. 

• Provide strategic guidance, teachings and best practices to enterprise customers on how to maximize the value of the company's products or services. 

• Stay up to date with industry trends and competitive landscape and use knowledge to provide strategic guidance to the enterprise customer and internal teams. 

• Develop and execute customer success plans and strategies to achieve customer retention and business objectives. 

• Monitor product adoption and business outcomes; identify opportunities for improved usage and impact and see those opportunities through with customers. 

• Drive customer satisfaction through impeccable execution and strategic value add, guaranteeing custom renewal. 

• Support and promote the company values through positive interactions with both internal and external partners and customers on a regular basis. 

• Other strategic business initiatives or cross-functional project involvement as required.

Qualifications

• Bachelor’s degree in related field (business administration, sales, etc.) or relevant professional experience. 

• 10+ years of professional experience working in account management, customer success, or a similar field. 

• 3+ years working in an Enterprise level Customer Success role for a tech company, a tech education company required 

• Experience managing a book of business including enterprise, fortune 500 companies. 

• Experience working with large European companies preferred. 

• High business acumen and intangible skills to represent Skillable in a professional and helpful way. 

• Strong problem-solving and business analysis skills.   

• Naturally inquisitive with a desire to solve problems and dig into detailed analysis. 

• Negotiation experience a plus.  

• Experience working cross-functionally and promoting collaborative partnerships to drive results. 

• Proven ability to communicate effectively to various audiences/levels including leadership through various mediums. 

• Ability to take a complex product/financial/pricing issue(s)/problem(s) and deconstruct it into a concise, impactful message(s). 

• Thorough understanding (or willingness to learn expeditiously) of business operations and processes. 

Salary Range 

The base salary for this position is $120,000 - $150,000 annually.  This range does not include at plan potential for commissions and/or quarterly upsides for this position. This role is not eligible for Skillable’s corporate bonus plan. Consistent with applicable laws, compensation will be determined based on the candidate's level, relevant skills, qualifications, and experience along with requirements for the position and annual financial plans. 

Skillable is a distributed first team with employees working across the U.S., and we do not consider geography when determining compensation ranges. 

Please note that it is not typical for an individual to be hired at or near the top of the range. Skillable reserves the right to modify this compensation range at any time. 

• Fully remote with a monthly stipend to pay for office services and supplies 

• Medical (2 plan options), dental (2 plan options), vision, health savings account with generous employer contributions, healthcare spending accounts, dependent care spending accounts, EAP, group paid life insurance, group paid STD and LTD and voluntary life/AD&D insurance, accident and critical illness options. 

• 401(k) with Company match, tuition reimbursement, healthy lifestyle reimbursements. 

• Open PTO, Paid holidays, bereavement leave, parental leave, caregiver leave and paid FMLA leave. 

• Friends and Family Friday to end our standard workweek at 2pm local time; Full company closure during the 4th of July holiday week. 

• Access to pet insurance; Access for employees and dependents to Skillable learning opportunities through our product and more!   

Working Conditions:  

The job conditions for this position are in a remote home office setting, requiring a space that supports privacy and focus to attend to regular and frequent video and voice calls. Employees in this position use PC and phone on an on-going basis throughout the day. Periodic travel may be required equaling up to approximately 10% of the time.