Digital Customer Success Manager

<span>As a Digital Customer Success Manager, you will support our clients in their digital training strategy through the 360Learning platform. </span><span>Your main goals will be to : </span><br/><span>-  ensure the business impact of our solution in accordance with the objectives set with the clients</span><span>- ensure the renewal of your client portfolio</span><span>- create and develop processes to handle a one-to-many approach</span><span>- create and develop reporting and communication processes</span><br/><span>Your role plays a key part in the customer success team, you are responsible for the development of the relationship with your clients!</span> <h3>Within one month, you will:</h3> <ul> <li>Master our product and Convexity corporate culture</li><li>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. </li><li>Join your first customer meetings with other CSPs from the team</li><li>Answer to a pool of clients asynchronously</li></ul> <h3>Within three months you will:</h3> <ul> <li>Drive renewal calls</li><li>Drive new customer onboardings </li><li>Organize and present webinars, with internal experts </li><li>Drive initiatives on specific topics such as ‘office hours’ </li></ul> <h3>Within six months you will:</h3> <ul> <li>Successfully onboard new customers and ensure the launch is on time </li><li>Define the learning transformation roadmap during Business Reviews with the client and identify the asynchronous and one-to-many resources needed to achieve them</li><li>Define a retro-planning of the asynchronous resources and one-to-many initiatives on the solution and vouch for it</li><li>Identify and document customer use-cases</li><li>Develop a relationship of trust between the client and 360Learning, particularly by having direct contact with top management teams  </li><li>Identify new project opportunities to develop the account and align with the Account Management team</li></ul> <h3>Within 12 months you will:</h3> <ul> <li>Reduce churn by identifying customers at risk and implementing a remedial action plan</li><li>Identify strong leaders within the client’s team</li><li>Develop and share good business practices with the entire Client Success team</li><li>Participate in process and automation improvement </li></ul> <h3>The Skill Set:</h3> <ul> <li>First experience in a Customer Success Manager position is preferred </li><li>Or first experience in a Training Organization (training manager, trainer, training assistant)</li><li>Or first experience in a consulting firm</li><li>A keen interest for the digital industry, education and e-learning in particular</li><li>Excellent interpersonal and communication skills</li><li>Previous experience in the SaaS B2B industry is nice to have</li><li>Native French, and excellent English proficiency (B2 minimum)</li></ul> <h3>What we offer:</h3> <ul> <li><b>Compensation: </b>Package includes base salary, a variable component and equity 📈</li><li><b>Benefits/Perks</b>: Work From Home stipend, RTT, lunch vouchers, medical insurance, gym subscription, 1 month parental leave for the second parent. </li><li><b>Balance:</b> Flexible hours, full remote work possible anywhere in France 🏠</li><li><b>Diversity, Equity, and Inclusion</b>: 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 🤝</li><li><b>Corporate Social Responsibility</b>: Review our CSR Charter: <a href="http://360learning.com/blog/corporate-social-responsibility-charter" rel="noopener noreferrer">360learning.com/blog/corporate-social-responsibility-charter</a> 🌎🌏🌍</li><li><b>Culture:</b> A framework that will help you make an impact - envision our way of working and our Convexity Culture: <a href="https://bit.ly/Convexity_360L" rel="noopener noreferrer">https://bit.ly/Convexity_360L</a> &amp; find out more about the teams, product and processes <a href="https://bit.ly/42H1ggC" rel="noopener noreferrer">https://bit.ly/42H1ggC</a> 🚀👩🏻‍💻🏆</li></ul> <h3>Interview Process:</h3> <ul> <li>Phone Screen with our Talent Acquisition Manager</li><li>Discovery Meeting with a CSP </li><li>Case study Meeting with a CSP Coach and a CSP Ops</li><li>Culture fit Meeting with our Head of CSP </li><li>Offer !</li></ul><b>Who We Are</b>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 &amp; 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,