Account Manager

Company Overview: SkillCycle is a HR tech growth company dedicated to unlocking every organization's full performance potential by connecting performance insights with human-centered development. We are a dynamic team, where forward-thinking meets a bias towards innovation, all while staying laser-focused on solving the most challenging problems in employee performance and development for our customers.

Job Description: SkillCycle Account Managers are responsible for ensuring our customers realize maximum value from our platform. This role demands a strategic, proactive approach to customer relationships, where you'll act as a trusted advisor who helps customers achieve their business goals through our solutions. The ideal candidate will demonstrate a passion for customer outcomes, possess excellent communication skills, and have a proven ability to build strong customer partnerships that drive measurable value and retention in a B2B software environment.

Key Responsibilities:

1. Value Realization & Success Planning:

• Partner with customers to deeply understand their business objectives, challenges, and success metrics.
• Develop and execute success plans that align our solutions with customers' specific goals and drive tangible business outcomes.
• Proactively identify opportunities to expand product adoption and usage that directly impact customers' realized value.

1. Strategic Onboarding & Implementation:

• Lead customers through a structured onboarding journey designed to accelerate time-to-value and ensure successful platform adoption.
• Establish clear success milestones and provide personalized guidance to help customers integrate our solutions into their workflows.
• Partner with implementation support to ensure seamless technical setup while maintaining focus on business outcomes.

1. Ongoing Value Delivery & Education:

• Continuously educate customers on platform capabilities, best practices, and new features that address their evolving needs.
• Monitor product usage analytics to identify adoption patterns, proactively address potential issues, and recommend optimization strategies that drive meaningful engagement.

1. Growth & Expansion Advocacy:

• Identify strategic opportunities for customers to achieve greater value through expanded use of our platform.
• Build strong business cases for renewals and expansions based on documented value delivery.
• Partner with sales on growing accounts by demonstrating proven value and aligning additional solutions to customer objectives.

1. Voice of Customer Leadership:

• Serve as a passionate advocate for customers within SkillCycle, ensuring their feedback shapes our product roadmap and company strategy.
• Collect and synthesize customer insights to drive continuous improvement in our offerings and customer experience.

1. Relationship & Risk Management:

• Build trusted relationships with key stakeholders across customer organizations, from practitioners to executives.
• Proactively identify and mitigate risk factors that could impact customer satisfaction, adoption, or retention.
• Develop strategies to navigate organizational changes within customer accounts while maintaining strong partnerships.

1. Performance Measurement & Optimization:

• Ensure tracking of and analyze key customer success metrics including adoption rates, health scores, NPS, time-to-value, and retention.
• Create data-driven insights that demonstrate the value customers receive from our platform.
• Continuously refine customer success strategies based on performance analytics and evolving customer needs.

Qualifications:

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 3+ years of experience in customer success, account management, or a related role, preferably in a B2B software or technology environment.
• Proven record of driving customer outcomes, increasing adoption, and growing accounts through value delivery.
• Exceptional communication, relationship-building, and consultative skills with ability to engage effectively at all organizational levels.
• Strong analytical abilities with experience translating data into actionable insights and business recommendations.
• Demonstrated problem-solving skills with a proactive, customer-centric mindset.
• Proficiency in CRM systems (e.g., Salesforce) and customer success platforms.
• Self-motivated with the ability to work independently while collaborating effectively across teams.