Strategic Customer Success Partner Coach - France

As a Client Success Partner Coach (or CSP Coach), you will own the most critical customers in France and support, mentor and guide the CSPs that manage them.
The Client Success Partners are guiding the learning and development strategies of our customers  through the 360Learning platform. They develop a strong relationship with each client and make sure our customers are satisfied, our contracts are renewed and the churn is reduced. As a Coach, your role is fundamental for the team: you are responsible for the development of every team member and the achievement of renewal and expansion of clients, for the largest accounts in the French market.

Within 1 month, you will:

• Have started the new coach onboarding program
• Have defined your routine with each team member
• Have reviewed all the customer situations in the current portfolio
• Have familiarized yourself with the product, industry, and the internal tools designed for customer management 

Within 3 months, you will:

• Establish yourself as the point of escalation on your team’s accounts 
• Define initiatives to fill any identified gaps in your team and with customers
• Report on risk, detailed product needs, retention, expansion and customer performance metrics as well as run a warning meeting
• Deliver the first quarterly performance review for your direct reports
• Have completed the onboarding program for a new coach 
• Have defined the OKRs for the next quarter 
• Have defined a routine for working with the AMs / the product / the alliances / CS Ops
• Be autonomous on the account reviews
• Have introduced yourself as a sponsor on the top 20 customers in the portfolio 

Within 6 months you will:

• Talk regularly with Decision Makers / HRs or L&D Directors
• Identify expansion with the AE on your team’s book of business
• Lead customer experience meetings to showcase how your customers are leveraging collaborative learning 
• Identify and nurture customer advocates to produce influenced sales
• Define a reliable forecast 
• Have defined a vision/roadmap for the next 12 months 
• Have carried out your first performance reviews as a coach 
• Have identified your customer ambassadors 
• Depending on the context, you will also hire new teammates and ensure their successful onboarding in your team

Within 12 months, you will:

• Be a go to resource on the most sophisticated usage of the platform from our most demanding French customers 
• Define an annual roadmap for French strategic customer market, understanding competitors and opportunities for 360 Learning
• Work with teammates on their self career development
• Participate in growing the CSP team with external learnings
• Define career plans for each member of your team 
• Make sure your team's CSPs will reach their targets 
• Be able to improve the support offered to our customers 

The Skill Set

• At least 10 years of extensive experience in Customer Success and 5 years in a Manager position
• Ability to find the middle ground between the product, learning and development strategy and champion collaborative learning to drive the French strategic business forward
• Understanding of French enterprise market dynamics (corporate culture, L&D trends, procurement)
• Strong negotiation and stakeholder management skills (C-level execs, HR/L&D leaders)
• Data-driven decision making (analyzing churn, adoption, and success metrics)
• Coaching and mentoring skills (developing junior/mid-level client success managers)
• Performance management & career development planning
• Fluent English (US/UK) / B2 level or equivalent (FR)
• Successful experience as a CSP (having achieved objectives over the last 18 months) 
• Ability to conduct meetings with CEOs, Directors or COMEX members at a customer site 
• Experienced in managing complex customer situations
• Ability to intervene in the pre-sales phase to promote and advise on the support required by the prospect
• Ability to rely on the right people internally to move a project forward or manage a conflict 
• Excellent interpersonal skills
• Enthusiasm for our working environment explained here:  https://bit.ly/Convexity_360L 

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 🏠
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