Adoption & Renewal Manager Learning Services

Job Description

As Xcelerator Academy Adoption and Renewal Manager, you will be responsible for managing the adoption and renewal of our Learning Services, as well as identifying up- and cross-selling opportunities. The Adoption and Renewal Manager will work closely with the sales and services teams as well as customer success team to ensure that our customers have a positive experience and continue to use our Learning Services.You will design and support the implementation of the adoption user experience of Learning Services, but also support Services and Sales functions to renew and expand Xcelerator Academy customers while enabling them on our strategies, how to execute them while helping them to communicate the value proposition of our Learning Services.Additionally, you will support the team in identifying opportunities based on our portfolio to sell more to our existing customer base and help our customers achieve their goals.Key roles and responsibilities:
• Manage and improve the adoption and renewal processes for our Learning Services
• Managing the different facets of learning services subscription renewals as well as forecast renewals.
• Refining renewal strategies addressing the challenges of existing customers and proactively engage with different stakeholders reducing the churn rates by also assessing high-risk clients
• Define and execute adoption and renewal campaigns as well as enhancing existing campaigns with Xcelerator Academy.
• Building a strong internal network and advocates for learning services bridging between Marketing, Sales, Services and Customer Success to drive customer growth
• Monitor customer usage and engagement to identify areas for improvement or additional training needs.
• Analyze customer data to identify trends and develop strategies for customer adoption, retention and growth.
• Augmenting the upsell and cross-sell opportunities.
• Working with the portfolio manager to receive feedback on the growing requirements of a customer and identify areas for improvement.
• Meeting the desired goals and establishing metrics.
• Develop and maintain a deep understanding of our Learning Services and their use cases
• Develop and maintain relationships with key stakeholders and coordinate work between different teams at different locations.
• Create and where appropriate present enablement and customer facing assets as well as coordinate the release of collaterals. You will also support to communicate learning service updated and new features to customers.
• Enable field on campaigns and strategies.
Required Knowledge/Skills, Education, and Experience
• Bachelor s or Master s degree in a relevant field
• 3+ years of experience in customer success or account management in the learning industry
• Strong communication and interpersonal skills
• Proven track record of managing customer relationships and driving adoption and renewals
• Ability to work independently and manage multiple projects simultaneously
• Experience with data analysis and reporting
• Familiarity with learning management systems and e-learning platforms
• Fluent in English, both written and spoken
• Demonstrated ability to coordinate cross-functional work teams toward task completion
• Experience with Microsoft Office products (especially Excel & PowerPoint)
• Qualifications: If you are passionate about learning and customer success, and have experience managing customer relationships in the learning industry, we encourage you to apply for this exciting opportunity.
• Business Impact (internally only):
• This position allows to split the responsibilities when it comes to adoption and renewal of the current Demand Generation Manager and Portfolio Manager to the new hire. Instead, the Demand Generation Manager can strongly focus on the successful demand generation tactics of Xcelerator Academy and therefore generating new leads, pipeline and business opportunities for Xcelerator Academy customers, whereas the new hire will have a strong focus on adoption, renewal and expansion.
• This means, the expansion phase of LAER will become addressed by this role for the first time, which has not been supported so far due to bandwidth limitations. With that, Services and Sales will be supported to work on up- and cross selling opportunities effectively.
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Keyskills :
product lifecycle managementdata analysiscross sellingcustomer datasupport services