Customer Success Manager

Job description

 

ABOUT DECODED 

 

We are Decoded. We're the pioneers of transformative digital learning. We make change possible for those committed to bettering their business by embracing technology. Our products and methodologies have been shaped through our collaboration with some of the largest and most technologically progressive organizations in the world. We use the intelligent, ethical and creative application of technology to lay the foundations for a more productive and promising world – one with unlimited possibilities. 

 

OVERVIEW

Decoded is looking to build a team of detail oriented, disciplined, personable and highly organized client services professionals to join us. As a Customer Success Manager at Decoded, you’re ultimately accountable for developing trusted relationships with our clients, ensuring that every interaction with, and delivery from, Decoded is of exceptional quality. You’ll have accountability for the successful rollout, completion and growth of training programs sold into the business, as well as maintaining high levels of customer satisfaction and developing deep client relationships. 

 

Requirements

KEY RESPONSIBILITIES

  • Build strong relationships with our clients and ensure the attendees have everything they need for a successful delivery of our Digital Leadership program
  • Act as the nucleus of program success; identifying key requirements from our internal cross-functional teams and external clients
  •  Project manage successful delivery of all programs from planning and developing the scope to coordinating the deliverables, required resources, work plan, budget and timing
  •  Manage client communications and logistics from end to end with efficiency and scale 
  • Optimize and improve existing processes where needed and regularly feed diverse matters back to content and revenue teams
  • Identify client retention opportunities and troubleshoot potential issues when they arise
  • Work closely with the Head of Program and Revenue teams in planning and ensuring a healthy long term client relationship
  • Analyze, evaluate, and overcome program risks, and produce program reports for management and client stakeholders
  •  Manage budget for projects and be accountable for delivering against established business goals and objectives
  • Report to the Head of Program for continuous professional, operational and mentoring support

 

 

SKILLS & BEHAVIORS 

  • You have 2+ years experience in managing projects and client relationships
  • You are fluent in Spanish 
  • You love organization and have a razor-sharp focus for details
  • You are a natural host and party-planner
  • You are cool, calm and collected under pressure and thrive in an environment that constantly changes
  • You live to travel and thrive when learning about new ways of seeing the world
  • You are a strong communicator and can introduce new ideas confidently
  • You have a positive and ‘roll up your sleeves’ - attitude (we are at a high growth stage and keen to improve current functions)
  • You always turn challenges into opportunities to enhance the product & service
  • You are detail oriented and organized, you can identify trends while considering the larger scale impact
  • You have an understanding of, and interest in tech and innovations
  • You are passionate about Decoded’s mission and creating a social impact