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Client Success Partner - Mid Market

Remote role Full-time Open position

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

- Last but not least, managing a portfolio of clients in a high-touch and low-touch mode

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 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, 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 ‍

    • 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
  • Offer !

    • ⇾ Get ready using our Knowledge Base: https://bit.ly/42H1ggC

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