Customer Success Manager

Job Description:

The Customer Success Manager at EON Reality will be a key member of the EON Reality Customer Success Department with deep understanding of the solutions provided by EON Reality, including product, services, support, and market expertise. She or He will work in conjunction with sales and services professionals as strategic partners in crafting the vision of the solution with the client to ensure success in the sales cycle. Their role is to be 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 Customer Success Manager will be responsible to carrying out training and certification and support the training and supervise the VR Innovation Academy as an organized training facility of the center.

Responsibilities:

The successful candidate is expected be proactive and enthusiastic to meet or exceed expectations for the following duties and responsibilities:

Pre-Sales Cycle:

• Serve as a functional and pedagogical expert and advocate in EON Reality's products and services, including their functionality, application, and deployment methodologies and how it aligns to institutional pedagogies and objectives.
• Engage in continuous proactive 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 set up 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, analyze 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 .

Implementation of the EON's XR vision via VR Innovation Academy:

• Work directly with students and trainees with direct and remote training delivery programs.
• Communicate and organize the learning process and align it with the global structure under support and supervision from EON Reality's management.
• Manage the training process in the local Academy .
• Provide support and guidance on the line between trainees and EON Reality global training team.
• Provide feedback sessions both to the trainees as well EON Reality and partners.
• Represent the EON Reality in the training related meetings and discussions within the IDC structure.
• Build own competences in the technical training delivery related to the VR and AR market.

Requirements:

• Excellent English and Arabic 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.
• Minimum 2 years in 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 computer skills that include the hosting and delivery training via video­ conference solutions.
• Produce the audio-visual promotion materials and online training sessions.
• 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.