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Training Success Manager

JOB SUMMARY

The Training Success Manager (TSM) is responsible for supporting the post-sales customer lifecycle by developing customer relationships that promote retention and loyalty. Training Success Managers are the main interface for all inquiries and build relationships with our customers. TSMs are expected to be SMEs regarding the company’s product, policies and procedures. They will ensure customers are satisfied with the services they receive and to improve upon areas of dissatisfaction. They are responsible for customer retention and the prevention of churn across our customer base. TSMs must understand our customer’s business objectives to identify and articulate how our solution supports achievement of their strategic business goals.

REQUIREMENTS

  • Excellent interpersonal and communication skills, computer skills as well as spelling and grammar skills
  • People person: the ability to converse with diverse personalities in a patient and kind manner, on the phone, in person and via email
  • Positive attitude
  • Must be organized regarding managing resources (people, funding, materials and support).
  • Must be able to manage own time efficiently and to handle multiple activities in parallel to accomplish goals
  • Prior sales and/or customer service experience
  • Must be able to provide assistance to clients within and outside of business hours, as needed

RESPONSIBILITIES

  • Own overall relationship with assigned clients i.e. increasing adoption, ensuring retention and satisfaction
  • Create a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
  • Develop, prepare and nurture customers for advocacy
  • Abide by SafetySkills policies and procedures to optimize the customer experience
  • Gather feedback from their assigned accounts to ensure their satisfaction
  • Work with clients to establish critical goals as well as other key performance indicators to assist the customer in achieving their goals
  • Monitor adoption rates of assigned accounts to provide insight to customers and share this information with development and marketing teams
  • Update Salesforce account information to ensure it is comprehensive and accurate
  • Perform quarterly or bi-annual business reviews with assigned accounts
  • Procure written confirmation of renewal from assigned accounts and process the renewal requests
  • Other duties as assigned

EDUCATION & WORK EXPERIENCE

  • Bachelors degree is preferred
  • Prior sales and/or customer service experience
  • Knowledge of Salesforce is required
  • Knowledge of Microsoft Office

BENEFITS

  • Competitive base salary + commission
  • Medical
  • Dental
  • Vision
  • 401K
  • PTO (3 weeks) + Holiday Pay
  • Short term & Long term Disability
  • Teladoc
  • Employee Assistance Program
  • Life Insurance
  • Gym Membership
  • And much more!

PHYSICAL REQUIREMENTS

While performing duties of this job, the employee is regularly required to sit and work at a computer for long periods of time in an office environment. Employee is also required to accept incoming calls and respond to client tickets via email. Must be able to see, hear and speak.

The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the associate a general sense of the responsibilities and expectations of his/her position. As the nature of business demands change, so, too, may the essential functions of this position.

EXPECTED HOURS OF WORK

This is a full-time position. The standard workday is generally from Monday through Friday, with 8 hours commencing any time between 7:00 am to 9:00 am between 4:00 pm and 6:00 pm, with one hour for lunch. This position requires the ability to provide assistance to clients within and outside business hours, as needed.

EEO

SafetySkills believes that all persons are entitled to equal employment opportunity and does not discriminate against its employees or applicants because of race, color, religion, sex, national origin, age, marital status, status as a qualified individual with a disability, genetics, veteran status, or any other basis prohibited by federal, state or local law (collectively “Protected Statuses”). Equal employment opportunity will be extended to all persons in all aspects of the employer/employee relationship, including but not limited to recruitment, hiring, training, education, compensation, promotion, transfer, discipline, layoff and termination, and benefits and assignments.