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 cultureFamiliarize 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 teamAnswer to a pool of clients asynchronouslyWithin three months you will:
Drive renewal callsDrive 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 ensure 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 themDefine a retro-planning of the asynchronous resources and one-to-many initiatives on the solution and vouch for itIdentify and document customer use-casesDevelop 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 teamWithin 12 months you will:
Reduce churn by identifying customers at risk and implementing a remedial action planIdentify strong leaders within the client’s teamDevelop and share good business practices with the entire Client Success teamParticipate 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 firmA keen interest for the digital industry, education and e-learning in particularExcellent interpersonal and communication skillsPrevious experience in the SaaS B2B industry is nice to haveNative 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 our way of working and our Convexity Culture: https://bit.ly/Convexity_360L & find out more about the teams, product and processes https://bit.ly/42H1ggC 🚀👩🏻💻🏆Interview Process:
Phone Screen with our Talent Acquisition ManagerDiscovery Meeting with a CSP Case study Meeting with a CSP Coach and a CSP OpsCulture fit Meeting with our Head of CSP Offer !
