Customer Experience Specialist

We’re a high growth, entrepreneurial software-as-a-service company in the talent, learning & development field.  Our competency development system empowers end users to own their own development and career planning, helps managers be more effective coaches, and provides amazing analytics to organizations.  We help organizations engage and retain their people.  We help people be great at their jobs!

We’re looking for a detail-oriented, customer experience person that will provide expert service and respond to inquiries regarding SkillDirector products via phone and email. You will use your strong interpersonal skills and product knowledge to communicate with customers, resolve issues, and assist in the use of SkillDirector products and services. You will ask relevant questions to define the root cause of a problem, generate solutions, decide on a course of action, and be accountable for following through to ensure that the customer is satisfied with your response.

Beyond email support requests, you will support live launch sessions by chat, and you will help implement, configure, maintain and optimize our customers’ systems.

The person we’re looking for is:

• Comfortable working in an environment with frequently changing priorities – no 2 days will be the same.

• Highly technically proficient – you learn new applications quickly and are eager to learn more.

• Curious about customers, wants to learn what they do, so you can speak their language and make good improvement/optimization suggestions.

• Someone who finds brainstorming and troubleshooting fun!

• Able to write concisely, providing guidance to people who may not be very technical, driving first contact resolution for support, procedural or technical requests or inquiries.

• Capable of knowing when enough email is enough – you get on a teleconference to clarify or resolve an issue, and are comfortable doing so.

• An integral part of the team, but you have enough experience to be able to plan, organize and execute independently, without a lot of direction.

• A self-starter who can prioritize tasks and manage deadlines.

The ideal candidate will also have:

• Bachelor’s degree

• 3 - 5 years of experience working in client service/customer service environment with business application software

• Strong communication skills (verbal and written)

This is a full-time gig, working from home.  Tell us why you’ll be a fit and your compensation requirements.  Send to Tony Charles via tcharles@skilldirector.com.

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 Key responsibilities

• Respond to customer email and support requests to answer questions and troubleshoot to find solutions to client inquiries.

• Provide the level of detail needed to describe the issue completely and concisely.

• Follow existing processes to document and report issues/feedback to the internal team.

• Develop and maintain a comprehensive understanding of the software and its nuances.

• Perform on-going customer maintenance and improvement in a proactive customer environment to ensure the best user experience.

• Understand customer's data and reformat into proper templates for import; clarify live with customers when needed.

• Complete ad hoc tasks and mini-projects relevant to client support and implementation.

• Communicate with team to prioritize tasks and understand customer nuances.

• Provide Q&A support during live events.

 Desired qualifications

• Advanced Microsoft Office skills, especially Excel

• Technically proficient – learn advanced software functions with ease

• Strong written skills with the ability to take complex information and translate it for an outside audience

• Good oral communication and professional presence

• Highly organized – can manage multiple assigned tasks and reprioritize as needed

• Quality and customer service focused

• Detail-oriented, with strong critical thinking and problem-solving skills

• Self-driven and passionate about learning (generally, about the system, & how things work together)

This is a full-time gig, working from home. You must be based in the United States. Tell us why you’ll be a fit, where your expertise runs deep, and your compensation requirements.  Send to Tony Charles via tcharles@skilldirector.com.

Account Executive

SkillDirector is looking for an energetic Account Executive – someone successful at creating strategic relationships and meaningful business value with prospective customers. Having great relationship-building skills is critical, as is a strong sales acumen to identify, qualify and create opportunity strategies. The ideal candidate will have a hunter mentality and a track record of closing business.

In this role you will…

• Be a Hunter: You are going after new logo business

• Manage the sales process from Prospecting and Qualification to Close

• Build and maintain an accurate and robust sales pipeline

• Manage and track leads accurately using our CRM

• Schedule and perform product demos

• Prioritize competing daily activities to ensure all objectives are met

• Consistently meet or exceed established quotas

• Maintain contact with prospects to develop long term, growing relationships

• Develop expertise in Learning and Talent Management, and deep knowledge of territory

You’ve got what it takes if you have… 

• Experience in management of large, complex sales cycles

• A minimum of 3 years B2B SaaS software sales experience, successfully selling solutions or services at the executive level into Sales Operations or Human Capital Management arenas

• Demonstrated track record of success and quota achievement

• Strong business acumen

• Strong multi-tasking and time management skills

• Excellent verbal, written and interpersonal skills

• Strong presentation and communication skills, with the ability to listen and engage with customers at the executive level

• Excellent digital fluency and technical skills, including experience using Microsoft Office, Salesforce.com , teleconference applications (e.g., Zoom), and LinkedIn

• Comfortable demonstrating software and speaking to both technical and non-technical executives

• High motivation and ability to work independently

This is a full-time gig, working from home. You must be based in the United States. Tell us why you’ll be a fit, where your expertise runs deep, and your compensation requirements.  Send to Tony Charles via tcharles@skilldirector.com.

Client Success Manager

We’re a small, high growth, entrepreneurial software-as-a-service company in the talent, learning & development field.  Our competency development system empowers end users to own their own development and career planning, helps managers be more effective coaches, and provides amazing analytics to organizations.  We help organizations engage and retain their people.  We help people grow!

We’ve been so busy growing ourselves that now we need someone to focus on keeping our clients happy and expanding our footprint in their organization.  

This is where you come in.

In short, we need a Client Success Manager who can do typical client functions including:

• Value delivery – understanding our client’s business, and demonstrating how our product enables them to be more strategic and deliver value to their internal clients.

• Relationship building – expanding our touch points so other departments/units know what great things we’re doing and we have the ability to expand in the account

• This requires that you already understand the talent, learning and development field, and that you become intimately familiar with the capabilities of the software. You must be passionate about the ability for technology to empower people. 

• You’ll need to be good at client relationship management, including documenting your touch points, and forecasting growth opportunities.

• Experience as a client manager working with Fortune 500 companies is a requirement.

• If you do these things, you’ll be able to maintain the current revenue stream and grow it.  

We also need someone who can help with implementation responsibilities after the sale.  This will require an understanding of what inputs are required, the ability to project manage getting them from the client, verifying they are complete, coordinating with others to create the required files and input them into their system, helping them tailor their communication plans, and scheduling any additional training.  So we need you to be able to create and manage short 2-4 week project plans in Excel and provide customers with weekly status.  These activities will deepen your understanding of the client and their needs. 

Lastly, because you will be the account “expert” you may be asked to handle customer inquiries from Support where that expertise about usage is required.  The role requires strong Excel skills and high levels of technical proficiency. And you may be sharing client requirements for additional features with the Product Manager.

You need to have enough experience to be able to plan, project manage and execute independently.  Once trained, you can run without a lot of direction.

You also need to exhibit the core competencies any Client Success Manager must have to succeed: creativity, a passion for learning, great computer and writing skills, and fine attention to detail. 

This is a full-time gig, working from home. You must be based in the United States. Tell us why you’ll be a fit, where your expertise runs deep, and your compensation requirements.  Send to Tony Charles via tcharles@skilldirector.com.

Digital Marketing Manager

We’re a small, high growth, entrepreneurial software-as-a-service company in the talent, learning & development field.  Our competency development system empowers end users to own their own development and career planning, helps managers be more effective coaches, and provides amazing analytics to organizations.  We help organizations engage and retain their people.  We help people grow!

We need someone to help us continue our momentum.  

This is where you come in.

In short, we need a digital marketing wiz who knows how to increase our awareness, our following, and our search results. 

•  You love editing articles and blogs, and participating in social networking

• You’re no stranger to strategy and editorial planning, content identification and distribution

• You enjoy managing social media presence and messaging

• And you’re comfortable managing SEO, PPC and analytics
  

At the same time, you have enough experience to be able to plan, project manage and execute independently.  You can run without a lot of direction.

We get that one person may not have ALL of these capabilities, but you certainly need to have a firm grasp of most of them. You also need to exhibit the core competencies any marketing person must have to succeed: creativity, a passion for learning, great computer and writing skills, fine attention to detail, and be an awesome project manager. 

This is a full-time gig, working from home.  You must be based in the United States. Tell us why you’ll be a fit, where your expertise runs deep, and your compensation requirements.  Send to Tony Charles via tcharles@skilldirector.com.