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Overview
As a Client Success Partner (CSP) within the Enterprise team, you will support our largest clients in their digital training strategy through the 360Learning platform. Your mission is to build a strong relationship with the HR executives (CHRO, Chief Learning Officer & Digital Learning Manager) of our clients to develop the usage, adoption & impact of our solution.
Given the complexity of Enterprise clients, you will act as a true facilitator to ensure the renewal of the clients by coordinating the different 360Learning resources (technical, pedagogical... ) and empowering the client with the Enterprise positioning and vision provided by our solution.
Ultimately, you will ensure the renewal or signing of new contracts for accounts listed in your portfolio.
Responsibilities & Success Metrics
Within one month
Master our product and Convexity corporate culture
Familiarize yourself with the processes and tools used by our Client Success Partner (CSP) team
Participate in your first customer meetings with other CSP's from the team
Within three months
Take over a portfolio of existing customers, for the largest accounts (Enterprise accounts) at 360Learning
Start new projects with prospects and clients
Within six months
Define the learning transformation roadmap with the client and identify the resources needed to achieve them
Define a retro‐planning of the 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
Work with the Account Managers to identify new project opportunities to develop the account (up‐selling and cross‐selling opportunities)
Within twelve months
Reduce churn by identifying customers at risk and implementing a remedial action plan
Identify strong leaders & advocates within the client's team
Develop and share good business practices with the entire Client Success team
Desired Skills & Qualifications
3+ years of experience as a Client Success Manager or HR/Learning/Change Management Consulting or Digital Learning Manager
Ability to lead complex and impactful projects in/for Enterprise accounts (more than 2000 employees)
Proven knowledge of the SaaS B2B industry is a plus
Proven interest in the digital industry, education, and e‐learning in particular
Excellent interpersonal and communication skills
Native French, and excellent English proficiency (B2 minimum)
What We Offer
Compensation: Package includes base salary and a variable component
Benefits: Work From Home allowance, social security, health insurance, unemployment insurance, common contingency, salary guarantee fund. Leave requests are subject to local policies
Balance: Flexible hours, Total work from home possible anywhere in Spain
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 Manager
Discovery Meeting with a Client Success Partner from our Enterprise team
Case Study with our Director of Customer Success and our Customer Success Enterprise Coach
Clarification Meeting with our Customer Success Operations Manager
Culture Fit Meeting with our Chief Customer Officer
Offer !
⇾ Get ready using our Knowledge Base: https://bit.ly/42H1ggC
Who We Are
360Learning 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 & 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 partners – all from one place.
360Learning powers the future of work at 1,700 organizations. Founded in 2013, 360Learning has raised $240 million with 400+ team members across North America and EMEA.
Learning Includes Everyone
In concert with our culture, 360Learning believes learning includes everyone and that means embracing the strengths of diversity, connectedness, and inclusion. Through conscientious efforts, our global footprint celebrates cultures, perspectives, and experiences from all over the world to support our platform that is built for all regardless of race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. Thus, 360Learning is proud to be an equal opportunity workplace, and we commit to continue this throughout our processes for recruitment, compensation, benefits, performance, promotion, and all other conditions and terms of employment. We want to learn from and with you!
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