Customer Success Associate Manager


Madison, WI
Direct Hire - Full Time
First Shift
bh_3283
Competitive
Education
9/20/2019

Credit Union National Association is recruiting for an Customer Success Associate Manager in partnership with QTI Executive & Professional Search.

Credit Union National Association is excited to announce an opening for an Customer Success Associate Manager position to assist Credit Unions with training by building, developing and maintaining customer relationships to drive their success, manage communications and key metrics and support team goals. The ideal candidate will have experience in consultative management practices, become a subject matter expert for the learning management system and be able to create, present and train both virtually and in person.

Responsibilities:

  • Build, develop and nurture customer relationships through actions and activities that drive their success and create value through the use of CUNA learning and technologies. This includes driving and conducting a needs assessment and customer goal setting, often resulting in the designing, developing, customizing and delivering training or other customized consultation that meet those individual customer needs.
  • Work interactively and iteratively with credit union customers to bring value to them throughout the HR/learning lifecycle, while also meeting internal revenue goals through the upsell of CUNA products. Accountable for customer retention.
  • Develop and implement communications and connections strategy through a variety of touch points including community, user groups, focus groups, regional roundtables, and others.
  • Manage relationships to encourage and ensure customer success and improve related success metrics. This includes working to increase customer user penetration, renewal rates, and overall improvement of Net Promoter Score (NPS) and other success measures that are identified and/or created.
  • Other projects and duties as assigned to support customer success and CUNA enterprise projects, as well as other business development and maintenance needs.

Qualifications:

  • BA/BS degree in Adult Education, Business, Communication or the equivalent work experience
  • Experience in Customer Success, Relationship Management, Account Management, or similar customer-facing role required
  • Experience with consultative management practices required
  • Excellent public speaking, writing, communication and leadership skills needed
  • Experience building and maintaining relationships
  • Driven, self-motivated, enthusiastic with a “can do” attitude
  • Ability to adapt quickly when new trends emerge, or new skills are required
  • Additional skills include project management, creativity, decision-making, innovation, initiative, word processing, spreadsheet, presentation software
Internal job grade 9m





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