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Digital Customer Success Manager
360Learning, France
Experience
1 Year
Salary
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Feb 6, 2024
Last Date
Mar 6, 2024
Location(s)
Job Description
As a Digital Customer Success Manager, you will support our clients in their digital training strategy through the 360Learning platform. Your main goals will be to :
-ensure the business impact of our solution in accordance with the objectives set with the clients- ensure the renewal of your client portfolio- create and develop processes to handle a one-to-many approach- create and develop reporting and communication processes
Your role plays a key part in the customer success team, you are responsible for the development of the relationship with your clients!
Within one month, you will:- Master our product and Convexity corporate culture
- Familiarize yourself with the processes and tools used by our CSP POOL Team. The objective is to analyze the customer journey and build a proactive digital and one-to-many communication strategy.
- Join your first customer meetings with other CSPs from the team
- Answer to a pool of clients asynchronously
Within three months, you will:- Drive renewal calls
- Drive new customer onboardings
- Organize and present webinars, with internal experts
- Drive initiatives on specific topics such as ‘office hours’
Within six months you will:- Successfully onboard new customers and insure the launch is on time
- Define the learning transformation roadmap during Business Reviews with the client and identify the asynchronous and one-to-many resources needed to achieve them
- Define a retro-planning of the asynchronous resources and one-to-many initiatives on the solution and vouch for it
- Identify and document customer use-cases
- Develop a relationship of trust between the client and 360Learning, particularly by having direct contact with top management teams
- Identify new project opportunities to develop the account and align with the Account Management team
Within 12 months, you will:- Reduce churn by identifying customers at risk and implementing a remedial action plan
- Identify strong leaders within the client’s team
- Develop and share good business practices with the entire Client Success team
- Participate in process and automation improvement
The Skill Set- First experience in a Customer Success Manager position is preferred
- Or first experience in a Training Organization (training manager, trainer, training assistant)
- Or first experience in a consulting firm
- A keen interest for the digital industry, education and e-learning in particular
- Excellent interpersonal and communication skills
- Previous experience in the SaaS B2B industry is nice to have
- Fluent French, and excellent English proficiency (B2 minimum)
What we offer- Compensation: Package includes base salary, a variable component and equity
- Benefits/Perks: Work From Home stipend, RTT, lunch vouchers, medical insurance, gym subscription, 1 month parental leave for the second parent.
- Balance: Flexible hours, full remote work possible anywhere in France
- Diversity, Equity, and Inclusion: We have 6 active ERGs including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity. Each group has at least one executive team member serving as a member of the group, bringing greater awareness to each group’s activities and providing a quick path to impact
- Corporate Social Responsibility: Review our CSR Charter: 360learning.com/blog/corporate-social-responsibility-charter
- Culture: A framework that will help you make an impact - envision what's it like to join 360Learning through our onboarding journey: https://360learning.com/blog/360learner-journey/ amp; Convexity Culture: https://bit.ly/Convexity_360L
Interview process- Phone Screen with our Talent Acquisition Manager
- Discovery Meeting with a member of the Client Success Team
- Case Study with the Customer Success Pool Coach + Head of Customer Success
- Clarification Meeting with our Customer Success Ops Manager
- Culture Fit Interview with our Director of Client Success
- Offer!
Who We Are360Learning enables companies to upskill from within by turning their experts into champions for employee, customer, and partner growth. With our LMS for collaborative learning, Learning amp; Development teams can accelerate upskilling with the help of internal experts instead of slow top-down training. 360Learning is the easiest way to onboard and upskill employees, train customer-facing teams, and enable customers and partnersall from one place.
360Learning powers the future of work at 1,700 organizations. Found Job Specification
360Learning
Information Technology and Services - London, United Kingdom