Description

Descriptif du poste

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 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 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
  • 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 CSP
  • Case study Meeting with a CSP Coach and a CSP Ops
  • Culture fit Meeting with our Head of CSP 
  • Offer !
    • 5 autres jobs qui pourrait t'intéresser:

      Meilleurs outils télétravail

      Obtiens 10x plus d'entretiens d'embauche grâce à l'automatisation des candidatures avec l'IA

      En fonction de tes critères de recherche, postule automatiquement jusqu'à 1 500 offres d'emploi chaque mois