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Client Success Desk Manager 🔥


Degreed is the upskilling platform that connects learning to opportunities. We integrate everything people use to learn and build their careers—skill insights, LMSs, courses, videos, articles, and projects—and match everyone to growth opportunities that fit their unique skills, roles, and goals.

The Manager, Client Success Desk will work on a mix of direct client management and operational efficiencies to support the Client Success team and their clients. Degreed’s Client Success team is responsible for furthering platform adoption and nurturing client relationships after implementation and roll out.  The Manager, Client Success Desk will manage inbound requests that come through from clients on the Success Desk and host strategic consults to further help clients with product education, data reviews, use cases, reengagement and communication. This individual will be required to quickly acclimate to the Degreed platform and understand technical components to ensure a simple experience for client contacts.

The Manager, Client Success Desk is expected to work on the Success Desk strategy and create processes to enable maximum efficiency for managing clients at scale. They will work with stakeholders across the business (Sales, Product, Engineering) to advocate for scalable client needs, provide context to the challenges, and partner with them on potential solutions.

RESPONSIBILITIES

50% – Direct Client Management

  • Manage inbound requests that come through from clients on the Success Desk
  • Host Strategic Consults two days a week with clients. These consults will be related to Success activities including: product education, data review, use cases, help with launches, reengagement and communication planning
  • Create proactive data and strategic “campaign” message templates to promote a high touch service model at scale
  • Act as the CS lead for Desk renewals with Sales, align on an action plan, and work with Rev Ops to continue to improve visibility into account status and updates
  • Act as the initial escalation point for customer-facing issues

50% – Operational Plan and Efficiency

  • Communicate Success Desk strategy, wins, and challenges to stakeholders across the organization
  • Plan and create processes to enable maximum efficiency for managing clients at scale
  • Work on cross-functional projects (creating assets, improving operations) to help optimize processes
  • Work with stakeholders across the business (Product, Engineering) to advocate for scalable client needs, provide context to challenges, and partner on potential solutions
  • Creating a more streamlined process for documentation of clients in CSDC and Salesforce
  • Creating Email templates, tools, and client-facing documentation
  • Assist with large, complex client projects where deeper solutioning is required

REQUIREMENTS

  • Experience managing client relationships and navigating scope conversations with positive outcomes for all involved
  • 5-10 years managing large, complex and demanding projects
  • Ability to differentiate between client sponsor, key influencers and other stakeholders to effectively manage competing requests from clients
  • Experience prioritizing time allocations based on anticipated value add for clients in a fast-paced and changing environment
  • Create and present compelling action plans based on hard data and client history
  • Ability to grasp new concepts and technologies quickly; understanding of application integrations
  • Ability to communicate in a concise but appealing manner, compounded with ability to simplify technical concepts for a non-technical audience
  • Capable of working independently to meet and exceed expectations of distributed colleagues
  • Advanced capabilities with Microsoft Excel and PowerPoint
  • Experience in consulting and professional services and/or experience working in a SaaS organization
  • Broad based knowledge of enterprise Learning and Development function

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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