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Customer Success Manager
360Learning
Fully Remote
role reference:  wyw_#00581
Location
Fully Remote
Salary
Competitive salary
Contract Full-time
Industry Computer Software
Hours 37.5 - 37.5 Hours
  • Customer Insight
  • Customer Relationship Management (CRM)
  • CUSTOMER SUCCESS
  • ACCOUNT MANAGER
  • CHANGE MANAGER
  • PROJECT MANAGER
Description:

As our Client Success Partner (CSP), you will support our clients (mid/large) in their digital training strategy through the 360Learning platform. Due to the complex nature of the strategic clients, you will act as a real team leader in order to ensure the client's renewal through achieving the set objectives.

This will be achieved by coordinating the different available resources (technical, educational, etc.) as well as acting as a consultant in delivering the business transformation positioning supported by the solution.

Your role is crucial, 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 Team (CST)
  • 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
  • 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 Skill Set

  • Experience: 4+ years as a Customer Success / Account Manager, or HR/Learning Consultant or Change Manager, or Digital Learning Manager in a software company (ideally SaaS)
  • Successful experience in customer-facing project management (2000+ employees)
  • Strong interest for the digital industry, education and e-learning in particular
  • Knowledge of the HR function and digital learning as well a passion for digital and digital tools
  • Strong interpersonal and communication skills
  • Native English, and excellent knowledge of the UK culture
  • Enthusiasm about the idea of working in our Culture of Convexity: https://bit.ly/Convexity_360L

What We Offer

  • Compensation: Package includes base salary, a variable component and equity
  • Benefits: Health Benefits - Medical, Vision, Dental, Life, Accidental Death & Personal Loss, and Disability coverage, Employee Care Line
  • Balance: Flexible hours, total work from home possible anywhere in the UK
  • International team: learners located in UK, US, Germany and France
  • Culture: A framework to make you successful - to envision what's it like to join 360Learning from onboarding to ramp-up, and beyond: https://360learning.com/blog/360learner-journey/

Interview Process

  • Phone Screen with our Talent Acquisition Manager
  • Discovery Meeting with a CSP
  • Case-study with our UK Client Success Director & a CSP
  • Clarification Meeting with the Client Success Team
  • Culture-fit Meeting with a Founder
  • Offer!

Who We Are

360Learning empowers Learning and Development teams to drive culture and growth through Collaborative Learning. Our learning platform combines collaborative tools with the power of an LMS, enabling high-growth companies to unlock learning based on collective expertise instead of top-down knowledge. 360Learning is the easiest way to onboard new employees, train customer-facing teams, and develop professional skills–all from one place.

360Learning powers the future of work at 1,500 organizations, including Toyota, Criteo, and Airbus. Founded in 2012, 360Learning has raised $240 million, with 300+ team members across New York, Paris, and London. You can learn more in this blog post from our CEO: https://360learning.com/blog/top-down-management/ .

Key skills:
  • Customer Insight
  • Customer Relationship Management (CRM)
  • CUSTOMER SUCCESS
  • ACCOUNT MANAGER
  • CHANGE MANAGER
  • PROJECT MANAGER
Competitive salary

CONTRACT

INDUSTRY

Role Type

Job Function

37.5 - 37.5 Hours
Flexibility:
Working Patterns
Flexi-Time
Full-time
Flexibility:
Workplace
Remote or Mobile Working
Work From Home (WFH)
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