You will support our clients in their digital training strategy through the 360Learning platform, leading the setup and support for clients across our UK and German markets during the launch of their new collaborative learning software. Your main goals will be to ensure the renewal of contracts, ensure the business impact of our solution is in line with the client’s business objectives, work closely with the EMEA account management team to ensure client KPIs are met, and create and develop processes to handle a one-to-many approach, reporting and communication processes.
The Customer Success Manager will secure the long-term success of restaurant partners by providing support throughout their entire life cycle from onboarding to retention. This role ensures customers have a world-class experience and opportunities to further develop their business. You will manage a growing set of SMB restaurant accounts, track usage and forecast renewals. You will also identify expansion opportunities and advocate for the customer.
Drive the on-boarding, adoption, retention and overall success of our customers. Lead the enablement of our users by conducting product trainings. Work in partnership with Solutions Architects to guide customers through the project management and technical requirements of their Algolia implementation.
Customer Success is absolutely vital to Instructure's long-term success and profitability, and to helping their customers achieve their goals. As a Customer Success Manager (CSM), you will be responsible for maintaining satisfaction and long-term success for a portfolio of high-value enterprise clients. You will help ensure retention, drive adoption, and unlock revenue growth by applying a consultative approach and leveraging strategic insights and customer data.
Respond to customer inquiries via phone, email, and web chat. Provide guidance on product usability, subscription management, and license issues. Perform initial troubleshooting and escalate complex technical issues when necessary. Manage customer requests related to account configurations, feature enablement/disablement, and report generation. Collaborate with specialized teams to ensure accurate and timely issue resolution. Maintain precise records of customer interactions in our internal ticketing system.