KNOLSKAPE works with global organizations who are seeking to upskill or reskill their workforces to be future ready. The team is broken down into three functions: Sales, Solution Consulting, Customer Success (Implementation, Operations & Support). The teams operate globally and have members based out of our Singapore, Kuala Lumpur and India offices
As Customer Success Lead, you will manage Knolskape’s enterprise customers who have started their partnership with us and may be globally spread. Your performance will depend on your ability to balance account renewal, growth, and customer satisfaction. In this cross-functional role, you can expect to work with members within Sales, Implementation, Partnerships, Marketing, Product, Finance and Legal.
Your Responsibilities:
- Own relationships with many customers using KNOLSKAPE’s Passport Portfolio to drive learning for their employees.
- Consult with the customers on their needs and curate KNOLSKAPE products to meet the requirements
- Help launch and drive adoption by developing learner engagement programs and sharing best practices
- Hold periodic Executive Business Reviews
- Collect product feedback and influence the product roadmap and GTM strategy
- Drive account renewal, upsell and ensure a high customer satisfaction score.
- Leverage technology and other tools to manage customer relationships that are spread across the globe
- Work closely with the team to design a execution strategy – Low/high touch + Low/High Tech approach for these customers
- Identify upsell / cross-sell opportunities in this portfolio and bring in relevant stakeholders to close larger deals.
- Serve as primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution.
Promote awareness of KNOLSKAPE’s upcoming research and products
- Own forecasting for the portfolio to track renewals
- Coach and manage a small team
KPIs:
- Renewal
- Account Expansion
- NPS
Shift : Night shift
Basic Qualifications:
- • 5-7 years of work experience managing senior customer relationships
- • A track record of high customer retention, renewal, and growth
- • Experience with driving product adoption with enterprise/large value accounts
- • Background in account management, contract negotiation or customer success
About KNOLSKAPE
KNOLSKAPE uses experiential technologies to accelerate learning, transform employee experience and boost productivity across four key areas: Leadership Development, Sales Effectiveness, Digital Transformation and Frontline Development. More than 200 clients in 17 countries have benefited from KNOLSKAPE’s award-winning experiential solutions. Using business simulations, gamification, mobile, social, artificial intelligence, virtual reality and machines learning, KNOLSKAPE delivers transformative learning experience for the modern learner, rich analytics for the HR teams and improved performance for the organization.
KNOLSKAPE is a 110+ strong team with offices in Singapore, India, Kuala Lumpur and the US, serving a rapidly growing global client base across industries spanning banking and finance, consulting, IT, FMCG, retail, manufacturing, infrastructure, pharmaceuticals, engineering, auto, government and academia. KNOLSKAPE is a global Top 20 gamification company, recipient of Brandon Hall awards, and has been recognized as a disruptor in the learning space by Bersin@Deloitte.