Customer Success Manager, [email protected]
Description
TED is a nonprofit devoted to spreading ideas, usually in the form of short, powerful talks (18 minutes or less). TED began in 1984 as a conference where Technology, Entertainment and Design converged, and today covers almost all topics �?? from science to business to global issues �?? in more than 100 languages. Meanwhile, independently run TEDx events help share ideas in communities around the world.
[email protected] is a new workplace learning and development solution from TED �?? enabling organizations to change from the inside out driven by the power and trust of TED content. Learn more here: tedatwork.ted.com.
The [email protected] Customer Success function partners closely with internal TED teams and [email protected] client organizations, to help achieve business goals and ensure client organizations get the most value from [email protected] [email protected] Customer Success Managers (CSMs) act as trusted advisors to empower & enable organizations to use [email protected] within their organizational context to spark learning, inspire new ways of working, and transform culture.
A Customer Success Manager for [email protected], manages a portfolio of customer accounts, made up of organizations who have purchased [email protected] as an enterprise-wide learning solution and who represent a global portfolio of Fortune 500 companies. They are instrumental in ensuring the success of [email protected] clients in terms of integration, engagement, and impact, as well as revenue retention and expansion.
The CSM is accountable for partnering with the client to define their TED launch, implementation, internal marketing, and impact measurement strategies. In collaboration with the broader [email protected] team, and leveraging their expertise in L&D best practice and learner behavior, they will ensure the overall success of the partnership and execution of these strategies across the lifecycle of the contract. This includes providing strategic guidance through data & best practice insights, scheduling and holding quarterly business reviews, and seamlessly guiding clients through the unique situations that arise.
[email protected] is currently made up of a small and mighty team, and this means that the CSM will also be responsible for helping to shape, grow and operationalize this crucial function. In collaboration with the Customer Success Lead and other members of the CS team, they are responsible for using their expertise to co-create operational improvements and drive scalability. They act as the expert on the unique needs of customers and learners, and how to best support them - sharing their insights across internal teams such as Sales, Marketing, Product, Curation, and Platform Experience.
RESPONSIBILITIES
- Own strategic relationships with mid-market and Enterprise [email protected] accounts.
- Develop thoughtful implementation strategies with the client to understand and support their unique goals, programs, initiatives and relevant stakeholders.
- Understand learning teams�?? needs and work towards agreed-upon measures of success. Oversee the renewal process for [email protected] clients by developing service plans, building relationships with decision makers and influencers, holding quarterly business reviews, and negotiating renewal contracts.
- Identify opportunities to increase clients�?? investment with TED in order to upsell more hands-on TED services and products - with warm introductions to an Account Executive.
- Based on feedback, develop and evolve strategies for increasing engagement with and utilization of TED content.
- Understand - and communicate - with a great deal of detail and rigor the content strategy, product, and learning framework for [email protected]: the �??why behind�?� the product decisions and learning design.
- Serve as the primary point of contact for all client troubleshooting, looping in relevant [email protected] colleagues as needed.
- As a front-line contact, help collect product feedback.
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5+ years of experience in managing customer relationships. - Proven leadership influencing or creating strategy within the Customer Success domain.
- Experience and comfort working in a small, nimble startup environment is a plus.
- Proven track record of high customer retention.
- Outstanding interpersonal, communication, and presentation skills - with an ability to translate technical concepts into simple terms for all to understand.
- Experience being an advisor, �??accountability buddy�?�, and advocate for learning teams at client organizations.
- Experience supporting onboarding efforts and driving utilization of an enterprise-wide product.
- Experience in consulting, change management, and/or capacity-building is a plus.
- Comfort evaluating and presenting data (including creating charts for client consumption).
- Passion for Learning and Development and TED�??s mission of spreading ideas.
Additional Information
All your information will be kept confidential according to EEO guidelines.
IN-OFFICE COVID PROTOCOL
Due to in-person meetings and occasional office requirements, proof of full vaccination will be required prior to acceptance of employment
SALARY RANGE
$90,000 - 105,000
WORKPLACE CONDITIONS / PHYSICAL, MENTAL AND VISUAL DEMANDS
- General: Office environment
- Physical: Repetitive movement of wrists, hands, and/or fingers
- Mental/Visual: Concentrated mental and/or visual attention; work involves performing tasks to very close accuracy and quality specifications
- Machines, Tools, Equipment, Electronic Devices, Computer Software: Ability to use common office equipment such as telephone, computer and copier
- Computer programs to include MS Office, Mac programs, Google Docs, functional related databases
- Travel: Upon request