As a Client Success Partner (CSP), you will support our clients in their digital training strategy through the 360Learning platform. You will be responsible for :
* Ensuring the renewal of contracts by coordinating the different resources (technical, educational, etc.) made available.
* Ensuring the business impact of our solution in accordance with the objectives set by our clients.
* Ensuring the renewal or signing of new contracts for accounts listed in your portfolio.
* Managing a portfolio of clients in a high-touch and low-touch mode.
Your role plays a key part in the customer success team, and 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 Client Success Partner (CSP) team.
* Participate in your first customer meetings with other CSPs from the team.
Within three months, you will:
* Take over a portfolio of existing customers.
* Start new projects with prospects and clients.
Within six months you will:
* 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.
Within twelve 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.
The Skills Set
* First experience in a Client Success Partner or Customer Success Manager position (1-2 years).
* Experience of delivering a business review, managing warning situations and onboarding clients.
* Previous experience in the SaaS B2B industry is a plus.
* Keen interest for the digital industry, education and e-learning in particular.
* Ability to interpret data and identify trends.
* Excellent interpersonal and communication skills.
* Fluent 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.
* 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:
The Interview Process
* Phone Screen with our Talent Acquisition Manager.
* Discovery Meeting with a Client Success Partner from the team.
* Case Study with a Client Success Partner and Head of Customer Success.
* Clarification Meeting with a Customer Success Coach.
* Culture Fit Meeting with our Director of Customer Success.
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