About the Role
Location: Canada, Remote
Type: Full Time
Workplace: remote
Category: Customer Success
Job Description:
As a Customer Success Manager (or as we like to call them, a Client Success Partner), you will partner with our clients to achieve their digital training strategy through the 360Learning platform. The relationship you create with your customers will allow you to map your customer’s key business objectives, audit and analyze platform usage to identify opportunities, review benchmarks and best practices, create action plans to capitalize on those opportunities and develop an ROI strategy. You will ensure the renewal of contracts by helping our customers achieve their desired outcomes, which in many cases includes coordinating different resources to address customer requirements (technical, educational, etc.). This is a high profile role within our growing company, as you are responsible for the development and goal attainment of our clients!
Within 1 month, you will:
- Master our product and Convexity corporate culture
- Familiarize yourself with the processes and tools used by our Customer Success team
- Participate in your first customer meetings with members of your team
Within 3 months, you will:
- Take over a portfolio of existing customers
- Start new projects with new clients
- Audit and analyze platform usage to identify opportunities
- Learn industry best practices and benchmarks
Within 6 months, you will:
- Define the Learning & Development roadmap & strategy with your client, and identify new use cases to deploy on the platform
- Define a retro-planning to deploy these
- Identify and document customer use cases
- Develop a relationship of trust between the client and 360Learning, in particular by being in contact with key sponsors
- Work with Account Managers to detect new projects to develop the account
Within 12 months, you will:
- Limit churn by identifying customers at risk and implementing corrective actions
- Identify and develop advocates
- Develop and share good business practices with the entire Customer Success team
The Skill Set
- 3 years of experience in a Customer Success role
- Previous experience working in the SaaS industry
- Previous experience working in Learning & Development preferred
- Knowledge of customer success KPIs
- Strong interest for education and e-learning in particular
- Strong interpersonal and communication skills
- Ability to dig into client needs and pain points Bachelor’s Degree or equivalent
- Enthusiasm for our working environment explained here: https://bit.ly/Convexity_360L