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360Learning

Posted 8 months ago

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Client Success Partner - Enterprise

ParisRemoteFull-time

AI Summary

Client Success Partner responsible for managing top Enterprise accounts, driving adoption, renewal and upsell opportunities, and coordinating cross-functional resources to deliver value to HR executives.

About this role

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,...)
- 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.

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 CSP’s from the team

    • Within three months, you will:

  • 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 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 (up-selling and cross-selling opportunities)

    • Within twelve months, you will:

  • 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

    • The Skills Set

  • 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, 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/Convexity360L & find out more about the teams, product and processes https://bit.ly/42H1ggC 🚀👩🏻‍💻🏆

    • The 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 Entreprise 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

    Skills

    Account ManagementB2B Enterprise SoftwareChange ManagementCRM (e.g., Salesforce)Cross-sellingCustomer Journey MappingCustomer SuccessData AnalysisDigital LearningE-learning PlatformsFrench And English ProficiencyLearning TransformationLMSProject ManagementRenewal ManagementRFC/CSM ProcessesRoadmappingSaaSStakeholder ManagementUpselling

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