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 !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 the US 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!
