Who we are

EdCast is an AI-powered knowledge cloud for unified discovery, knowledge management, and personalized learning. Our award-winning Learning Experience Platform (LXP) is used globally by Fortune 500 companies and government organizations to solve the discovery, curation and recommendation problems of content fragmentation across external, internal, and tacit knowledge sources. In addition to the LXP, our company’s solutions include MyGuide and Leapest by EdCast Marketplace.

Our mission is to democratize learning. Often called the “Netflix of Learning” our goal is to provide frictionless access to knowledge for our enterprise and association customers making learning “the way we work”. Our goal is to help re-skill and upskill the globe to meet the demands of a rapidly changing digital world in the 4th Industrial Revolution.

EdCast is founded at Stanford University and headquartered in the heart of Silicon Valley, with growing operations in Europe and Asia. EdCast is a fast-growing scaleup, backed by top-notch investors including Sterling Capital Partners, Softbank, REV Venture Partners, London Fund, Crescent Enterprises.

What the role is about
As a Customer Success Manager, you will play a crucial role in building and nurturing customer relationships. You will be responsible for engaging with new and existing USA customers post-sales, ensuring the Learning Experience Platform (LXP) is launched successfully, driving user adoption, satisfaction and ultimately retention. Creative, energetic and self-driven, you understand the customers and their needs and know how to be a trusted partner. You can manage numerous customers at different stages of the customer lifecycle with ease. You also love understanding a product in depth and communicating it to the users.

If you love working with customers, we would like to talk to you.

As a Customer Success Manager, your core tasks and responsibilities include:

• Manage all customer engagement activities, with a focus on the enablement and adoption, facilitated by a strong relationship-building, product and industry knowledge, planning and execution
• Drive engagement and adoption of the platform to promote retention and loyalty
• Ensure a plan is in place for each customer, to address change management, engagement and adoption
• Coach customers to be product experts, creating awareness about new and existing features/functionalities that can fulfill their specific business needs
• Conduct regular check-ins and QBRs in order to maintain high levels of engagement and customer satisfaction, increasing customer retention
• Identify customer churn risk and work with an extended relevant team to create and execute on “get well” plans, proactively working towards eliminating that risk
• Be the voice of the customers internally, sharing process improvements, feedback, needs/issues into the internal ecosystem, contributing to achieve better solutions and drive growth
• Partner with Engineering team on identification and tracking of enhancements requests and bugs
• Manage the renewal process and identify upsell and cross-sell opportunities

Requirements

Who you are & The skills we are after:

• Bachelor Degree in Business or related field
• Minimum 3 years professional solution/enterprise software selling and/or customer success management experience in technology sales
• Strong knowledge of the Enterprise Learning & Development space including learning technology
• Have experience with HCM
• Excellent communicator who listens and empathizes with the audience
• Thinking and always presenting in terms of business values
• Tech-Savvy; capable of getting comfortable with LXP features in a blink of an eye and not afraid of performing demos if required
• Able to build and maintain business relationships, manage expectations and identify potential issues that require escalations
• Diplomacy, tact, and poise under pressure when working through customer issues
• Inventive when facing challenges and a fighter that refuses to give up until the customers succeed, advocating and raising customers’ needs to key stakeholders
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly
• A real go-getter who takes the initiative to get things done
• Ability to travel up to 25% and work remotely

Benefits

What do we offer?
An opportunity to get ahead in your career by being part of a scaling-up Silicon Valley company. It is a massive opportunity to bring your ideas, your knowledge and to make a real impact within an environment that is open and challenging. You will be joining a truly passionate and multicultural team willing to make a difference and positively disrupt the way learning is done within organizations. We believe in lifelong learning.
We believe we can create abundant opportunities for workforce learning and upskilling within the organization ecosystems. We have the spark, the ambition, the drive and the passion of making an impact in the world.

Sounds like you? Apply now!
If you like the energy, feel the chemistry and the role sounds like a good fit, we would love to hear from you. Send us your details and do not forget to attach your CV. If you want to go the extra-mile surprise us with a stand out motivation letter.