Customer Success Manager

Company Description:
EON Reality, a US-based SaaS company, is the world leader in Augmented and Virtual Reality education and industry training solutions with a global presence in over 15 locations. EON has developed the EON-XR Platform, designed to bring Augmented and Virtual Reality solutions to as many people around the world as possible. EON-XR removes the obstacles that often come with incorporating AR and VR into an academic or industrial environment. Through EON-XR, educators, trainers, employers, and other users are able to create interactive and immersive AR and VR lessons without needing any coding or advanced technological knowledge.

**Job Description**:
The Customer Success Manager at EON Reality will be a key member of the EON Reality Client Success Global Department with deep understanding of the solutions provided by EON Reality, including product, services, support, and market expertise. He or She will work in conjunction with sales and services professionals as strategic partners in crafting the vision of the solution with the client in order to ensure success in the sales cycle. Their role is a client facing role and it is to both an advocate for EON Reality, both functionally and pedagogically and at the same time to be a confidant to the client in supporting their buy-in and adoption. The Client Success Manager is also responsible to carrying out training and certification for clients of EON Reality and continuous support to all clients.

**Responsibilities**:
Pre-Sales Cycle:

- Engage in continuous pro-active strategic conversations regarding EON Reality’s product capabilities and benefits/ROI, while collecting and understanding customer’s learning and pedagogical perspectives and alignments for both new and existing clients. This includes developing product strategic value and positioning, client-focused solutions and documentation through proposals and Proof-of-concepts (POC) engagements
- Develop and setup captivating product demonstrations and workshops, along with delivering high quality product demonstrations to prospective customers
- Assist Sales by providing expertise and product knowledge necessary to close accounts.
- Lead discovery sessions with prospects to map customer requirements to EON Reality’s technology capabilities and service alignment for the creative and content development teams

Post-Sales Cycle:

- Conduct workshops and training sessions to signed clients on the adoption of EON Reality’s products and services to ensure sustainable and effective use.
- Conduct workshops that include pedagogical approaches and sound learning design in implementing technology for education especially in the vocational and higher education sectors and assessing educators/trainees for certification purposes
- Communicate best practices, in-line with clients’ goals to ensure a positive on-boarding and adoption process
- Support the organic development of advocates within client institutions to support the continued development of academic/training support activities and champions within the client’s institution
- Aiding clients in the development of institutional policies that promote effective use of EON Reality’s technology stack
- Track, analyse and develop reports of client’s use of EON Reality’s products and/or platform and suggest strategies to aid in adoption, retention and upscaling of those products by the client.
- Collate continuous feedback and recommendations from clients to feedback to sales and professional teams to address issues and future potential sales opportunities

**Requirements**:

- Excellent English speaking and writing skills
- Bachelor’s Degree or master’s degree in Instructional/Learning Design and/or Education (highly desirable); equivalent experience will be considered.
- Pre-sales experience in an enterprise sales/e-Learning environment and/or experience in working at education and/or adult learning environments and experience in engaging effectively at the C-Suite or Working Committee Level required
- Background in industry, training or education settings, especially in vocational and higher education settings would be highly advantageous.
- Knowledge of current and emerging instructional technology and trends in e-Learning and blended learning.
- Understands or has experience in AR/VR technologies would be advantageous but not mandatory
- An in-depth understanding of pedagogical issues related to adult learning theories and techniques in an education technology assisted environment
- Experience in crafting a solution and develop proposals and RFP/RFI responses with appropriate products and services based on client discussions
- Experience in conducting workshops and face to face engagements
- Excellent consultative skills, oral and written communication skills, customer service skills, and product demonstration skills required
- Able to work independently and in teams, local and remote.
- Professional knowledge of 2 or more l