Job Description

Customer Success Manager

Richardson Sales Performance is the global leader in sales training and performance improvement. We drive accelerated growth by bringing clarity and simplicity to the areas that matter most. From ensuring sales managers are executing the right activities to equipping sales teams to drive a buyer-aligned sales process with exceptional skills and strategies. We guide sales organizations through a digitally enabled performance journey that excites, engages, and reveals impact.

We engage clients and find ways to turn potential into progress; we create solutions to unlock what is possible – managers who know exactly how to drive growth from their teams, customers who see the difference in how their sales teams show up, and a clear path to outperformance. We provide a modern performance improvement solution with collaborative customization, that drives process change, enhances selling skills, and provides comprehensive curricula to equip sales professionals with all they need to get ahead and stay ahead. We stay at the forefront of business trends that are driving significant change across all industries, and we provide thought leadership and market guidance in response. Our goal is to consistently exceed client expectations and bring them the full value of our exceptional solutions to drive their business forward.

Our company is growing & evolving and now is an exciting time to join our team

That’s where you come in …

The Customer Success Manager Customer is an experienced customer facing role responsible for leading Client engagements focused on sales performance improvement measuring outcomes of the training, while driving value realization, retention, renewals, and expansion across a portfolio of accounts. The Customer Success Manager Customer will work with Richardson’s Sales Performance clients, and 3rd party resources to help clients successfully implement and deploy sales performance improvement solutions, which typically include the following:

• Identifying Client’s strategic business goals, and leading indicators of performance improvement (sales talent knowledge, behavior, and pipeline)
• Supporting Client in obtaining measurable and sustainable benefits from their investment in Richardson
• Ensuring adoption and utilization of Richardson’s solutions
• Working as part of an Account Management team where the CSM partners with the sales lead to develop, expand, and renew Client relationships

Key Responsibilities

• Demonstrates insights and understands the needs of customers in service of growing customer demand and increasing retention.
• Collaborates with client stakeholders to develop a Strategic Account and communication plans for enhancing sales performance that aligns with the overall client’s business objectives
• Contributes to the overall success of the client’s sales leadership as well as Sales, Revenue, Enablement, HR/Learning and Development leaders

• Experience managing strategic client partnerships, with accountability for retention, client outcomes, and expansion of recurring revenue
• Strong communication, stakeholder management, and executive influence skills

• Partners with clients to build and manager multi-year development/curriculum plans aligned with overall goals
• Work closely with cross-functional teams, including sales, product, and support, to coordinate customer activities and resolve any issues or concerns
• Drives program management activities for launch and deployment of services
• Analyzes ROI and KPIs to evaluate the success of solutions, while highlighting integration pints for CRM and Talent Management.
• Conduct regular business reviews with customers, analyzing usage data and identifying opportunities for improvement or growth
• Ability to interpret data and insights to inform client recommendations and demonstrate impact
• Prepares and evaluates data from participant assessments, surveys, reinforcement tools, Learning Management Systems, etc. to identify areas for learning reinforcement.
• Create and maintain customer success plans, tracking progress and ensuring customer satisfaction
• Partner with sales on renewals for existing clients seeking to continue services
• Identifies and escalates cross-sell and upsell opportunities to sales
• Monitors, reports, and escalates customer feedback, issues, and opportunities as needed.
• Advocate for customer needs within the company, gathering customer feedback and sharing insights to drive product development and innovation
• Keep up-to-date with industry trends and best practices, sharing knowledge and insights with the team and our customers.

Abilities, Attributes & Other:

• Account Management: Knowledge of the practices, tasks, and tools associated with providing service and support to clients
• Cross-Selling/Upselling: Identifies and escalates opportunities for additional sales or expansion revenue
• Customer Intimacy: Models a culture of customer success to deliver on customer needs and insights throughout their journey.
• Delivers Insights: Articulates/understands customer data and strategy to position recommendations and insights. Ability to create new demand by proactively bringing new insights to target accounts.
• Engaging Customers: Maintains customer satisfaction to meet their needs. Actively engages in customer success activities such as driving adoption and monitoring to retain customers.
• Needs Analysis: Understands customer’s needs in terms of both the customer’s business situations and challenges and products/services.
• Product Knowledge: Uses knowledge and specific/product services to detail how each product/service works, what business value it offers, and the reason it appeals to our ideal customers.

Additional Information

• The Customer Success Manager is a salaried, Full-time role with standard working hours between 8:30 am – 5:30 pm, Monday - Friday; additional hours or an earlier starting time may be required as needed. Richardson Sales Performance has a remote-first hybrid work policy, meaning that employees are empowered to choose the work location that will allow them to be most productive.
• We offer a comprehensive employee health & wellness benefits program. Salary is commensurate with experience.

Equal Opportunity Employer

Richardson Sales Performance is committed to cultivating a workplace that is diverse, equitable, and inclusive, and we are continuously evolving our DE&I practices making progress in this area. Our business policies and practices, including those around hiring, protect all individuals and organizations that we do business with from discrimination based on any and all non-merit based factors, including race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, or military service.

Job requirements

Qualifications

• Bachelor's degree is preferred, preferably in Business Management, Performance Improvement, HR/Training or related field.
• Minimum of 5 years of experience in customer success, program / project management, sales management consulting, or related experience.
• Excellent communication and interpersonal skills, with the ability to build strong relationships and communicate effectively with customers and cross-functional teams
• Strong analytical and problem-solving skills, with the ability to analyze data and identify trends and insights
• Results-driven mindset, with the ability to prioritize and manage multiple projects and customers simultaneously
• Self-motivated and proactive, with a strong sense of ownership and accountability
• Proven customer success advocate
• Change Management and adoption experience
• Advanced use of Outlook, Excel, MS-Word, and PowerPoint required
• Good Understanding of CRM (Salesforce), and other sales operations tools.
• Must be willing and able to work and travel as needed, up to 25% travel required.