Cloud Academy

Customer Success Specialist (Remote)

Europe Only
May, 11
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Cloud Academy is building the Skills Intelligence Platform that combines software and content in a unique SaaS enterprise platform, allowing organizations worldwide to assess, develop and validate cloud and tech skills at scale. We solve two large problems for our customers: upskilling their workforce to let them build and design cloud and software solutions, and keeping  their technical people up to date on everything related to cloud, software and data. We are a product company first and foremost, and over the years we have built a vast library of content that enables us to offer a unique set of solutions to deliver career paths, training and certifications at scale. 
We thrive on customization and data, so Cloud Academy enables Fortune 500 companies to fully customize their paths with our software and always have a clear snapshot of the tech skills they have in real-time. Our team is global, with people in more than 10 countries worldwide. Our culture is American but our heart is European, and we love to collaborate with our colleagues in all the other continents. 
Companies like Warner Media, Deloitte, and JP Morgan Chase leverage Cloud Academy to contextualize learning and leverage the platform to assign, manage, and measure cloud technology training at scale. Learn more at cloudacademy.com.
To help our clients use Cloud Academy at its best for their needs, we are looking for a Customer Success Specialist to join our Customer Success team. In this role, you will be responsible for delivering value across our portfolio of customers, helping them be successful with Cloud Academy to build and assess their current skills and position them for future growth.
Cloud Academy is a product-first organization. Your passion for tech skills, personal development and well-designed SaaS enterprise products is a strong plus for this position.
This role will frequently interact and work side by side with individuals both within the Customer Success team and across the organization and will report to our Sr. Director of Strategy & Operations, based in the United States.

What you will do:

    • Successfully onboard Cloud Academy users by training them on the tools available, determining how Cloud Academy can help them meet their objectives, and delivering a plan based on their goals that allows them to succeed and expand with our solution
    • Host webinars designed to introduce and enable Administrators, Team Manager and End-Users to get the most value out of Cloud Academy
    • Work closely with Customer Success Managers to perform a variety of tasks in the Cloud Academy platform that support customer requests and deliver value
    • Analyze usage and consumption data across all of customers to help Customer Success Managers identify key areas of risk and opportunity
    • Work side by side with our Product and Content organizations to create a constant feedback-loop that results in new and better features for our customers
    • Contribute to process improvements across the customer lifecycle to continuously improve the customer experience
    • You will learn about technology skills and technology areas including Cyber Security, DevOps, Cloud Computing, Project and Product Management

Requirements:

    • 2-4 years of related professional experience (marketing, sales, business development, consulting, customer service, business process)
    • Previous customer-facing experience desired
    • Comfortable working with a variety of technologies and becoming an expert user
    • Attention to detail and an ability to manage work across multiple projects and priorities
    • Ability to build strong relationships with people, understanding their needs and goals, identifying creative solutions, and managing action items through to completion.
    • Desire to search for reasons and causes. The ability to synthesize quantitative and qualitative data, make data-driven decisions, and use (sometimes incomplete) data to identify gaps and opportunities.
    • Have a proven track record of delivering very high customer satisfaction.
    • Relentless desire to set aggressive short- and long-term goals, and possess a strong internal drive to achieve them.
    • Proven success actively contributing to the voice of the customer initiatives, providing customer feedback to other teams, aiding in prioritization, and following through to resolution.
    • Experience using systems (e.g., CRM) to track all customer-related activities and deliverables
    • Project Management skills and experiences a plus for this position
    • A strong passion for Technology and Cloud is a BIG plus for this position
    • Experience working in the e-Learning industry for technology skills is a BIG plus for this position. 
    • Support for you, professionally and personally
    • You will learn every single day, Cloud Academy will boost your career involving you in projects with a diverse portfolio of brands
    • Professional growth. This position will allow you to interact and learn from a variety of professional teams, from Product to Content, that are redefining how tech skills are assessed and developed.
    • We hire people we trust, you will be empowered and trusted with increasing responsibilities and challenges and that will bring you to a fast and very rewarding career path.

Benefits:

    • Competitive salary with a monthly variable
    • Budget for professional development
    • 4 weeks paid vacation per year plus 12 paid holidays, 1 volunteer day and sick days, as well as 6 weeks of fully-paid parental leave for birth or adoption
    • 401k with a company match!
    • Great company culture and work environment
    • Highly-skilled teammates and lots of opportunities for growth and development
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