Customer Success Manager, Personal Plans

Job description

PLEASE NOTE: This position is located in our Swiss HQ in beautiful Mendrisio, Switzerland (easily commutable from Como, Milan, Varese and Lugano). We offer a relocation bonus and cover train ticket expenses for commuters!

At Cloud Academy, we are building the Operating System for technology skills. Every company will need to build software in the future, so tech skills and people are becoming today’s biggest assets for every organization.


We help large organizations worldwide to assess, build, and develop their technology skills at scale by investing in their people. With customers in 140+ countries worldwide and fantastic growth over the last few years, we are not just reinventing technology skills management for enterprises, but we are defining a set of products that help people and companies advance and optimize their work.


Our enterprise platform is unique. Our Product and Content teams work on building a unique experience that drives change inside large organizations by combining structured programs and software that we design from scratch — such as Hands-on Labs, Lab Challenges, Content Engine™, and Skill Profiles.


While Cloud Academy is a well-known brand in the enterprise space where we help large organizations manage and scale their tech skills, we work with thousands of people worldwide who use Cloud Academy for their own career, skills development, and certifications. We love to learn from our customers and enable them in their careers. In this role, you will be responsible for constantly improving customer experiences using our platform and our content. You will do this through email campaigns, surveys and dedicated meetings, to learn how our organization can improve their experience and help them be successful with our solution.


You will constantly sync with our Content team to define and execute email campaigns to incentivize specific skills, while designing training programs that our customers can follow to achieve certifications in the cloud and technology space. Your core metric will be our personal customers’ net promoter score (NPS), and you will constantly work toward that metric to improve their experience.


You will work closely with our Product Management organization to iterate on features and new products based on customer feedback.


Cloud Academy is a product-first organization. Your passion for tech skills, personal development, and well-designed SaaS enterprise products is a strong plus for this position.


You will get a chance to learn how people from 140+ countries worldwide learn and advance in their career, so you will have a unique multicultural perspective on how the world learns technology. A strong passion for learning about different cultures is a strong requirement for this position.

What you will do


  • Successfully onboard Cloud Academy Personal users by training them on the available tools, determining how Cloud Academy can help them meet their objectives, and creating a plan based on their goals that allows them to succeed and expand with our solution. You will automate this process in coordination with our Marketing team and organize several different types of activities, including webinars and office hours.
  • Brainstorm, design, and help define training strategies that create short- and medium-term successful results for our customers with the assistance of our Content team and an internal framework based on customer needs and Cloud Academy proposals.
  • Regularly work and sync with our Content team to understand how to help our customers succeed by building their hands-on technical skills.
  • Work side-by-side with our Product leadership and Product organization to create a constant feedback loop that results in new and improved features for our customers in this segment. You will understand and communicate the different needs of our Personal customer segment.
  • Design, automate, and scale our communication process for our Personal customers and/or adapt the existing process for our enterprise customers.
  • Conduct regular account reviews and share metrics and insights to ensure that customers receive maximum value.
  • Create and manage feedback loops, gathering actionable insights that will inform the product roadmap and the content roadmap.
  • Deliver high levels of customer satisfaction and NPS. This will be your key performance indicator (KPI) and how your success will be evaluated.
  • Regularly review and proactively work on your customers’ content and skill KPIs to constantly deliver results that make them successful.
  • Contribute to content and process improvements across the customer lifecycle to continuously improve the customer experience.
  • Drive and facilitate expansions of our platform in each organization in coordination with our Customer Success team and Sales team.
  • Learn technical skills in technology areas such as Cyber Security, DevOps, Cloud Computing, Project Management, and Product Management.

Requirements

  • Digital Marketing intermediate experience with focus on Email Marketing and Marketing Automation is a strong requirement for this position.
  • Strong ability to search for reasons and causes. Can synthesize quantitative and qualitative data, make data-driven decisions, and use (sometimes incomplete) data to identify gaps and opportunities.
  • Excellent writing skills to effectively communicate with our customers and provide assistance when they need it. You will primarily communicate to our customers via email and written communications.
  • Proven track record of delivering very high customer satisfaction scores.
  • Actively advocates for customers and works cross-functionally with project managers, engineers, marketers, and other teams to ensure customer success by helping them achieve their goals, while being empathetic to the processes and priorities of other teams.
  • Relentlessly sets aggressive short- and long-term goals and possesses a strong internal drive to achieve them.
  • Identifies ways to create new leads and other sales opportunities within existing accounts.
  • Actively contributes to the voice of customer initiatives, provides customer feedback to other teams, aids in prioritization, and follows through to resolution.
  • Uses data-analysis software (e.g., CRM) to track all customer-related activities and deliverables, pipeline management, and revenue projection.
  • Works to identify and solve customer pain points e and expand customer relationships through deep knowledge of customer needs, rather than a feature list.
  • General understanding of subscription business models, including freemium, free trial, account expansion, and upsells.
  • Strong passion for technology and cloud computing is a BIG plus for this position.
  • Experience with AWS, Azure, Google Cloud and related cloud technologies is a BIG plus for this position.


Support for you — professionally and personally


  • On-the-job training. You will be directly involved in large, strategic projects with top global brands to help accelerate your career.
  • Professional growth. This position will allow you to interact and learn from a variety of professional teams, from Product to Content, that are redefining how tech skills are assessed and developed.
  • Trust. We hire people we trust, and you will be empowered and entrusted with increasing responsibilities and challenges and that will bring you to a fast and very rewarding career path.

BENEFITS:

  • Competitive compensation with annual bonus potential
  • Train ticket paid for by the company
  • Budget for professional development
  • 4 weeks paid vacation per year
  • 15 paid holidays per year
  • Great company culture and work environment!
  • Highly-skilled teammates and lots of opportunities for growth and development!