Client Success Partner - Mid Market
Spain, Remote
Customer Success – Customer Success /
Full Time /
Remote
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 and a variable component 📈
- Benefits: Work From Home allowance, social security, health insurance, unemployment insurance, common contingency, salary guarantee fund. Leave requests are subject to local policies.
- Balance: Flexible hours, Total work from home possible anywhere in Spain 🏠
- 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
