Strategic Customer Success Partner Coach

Job description

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 🏠
• 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 processeshttps://bit.ly/42H1ggC 🚀👩🏻‍💻🏆

Interview Process

• Phone Screen with our Talent Acquisition Manager
• Discovery Meeting with our Marie Valenza
• Case study with our Chief Customer Officer and our Senior Director Customer Success
• Meeting with our VP Sales Enterprise
• Culture Fit Meeting with our CEO
• Meet & greet with the CS team
• Offer !

⇾ Get ready using our Knowledge Base: https://bit.ly/42H1ggC

Who We Are

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 & 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, and enable customers and partners–all from one place.

360Learning powers the future of work at 1,700 organizations. Founded in 2013, 360Learning has raised $240 million with 400+ team members across North America and EMEA.

Learning Includes Everyone.

In concert with our culture, 360Learning believes learning includes everyone and that means embracing the strengths of diversity, connectedness, and inclusion. Through conscientious efforts, our global footprint celebrates cultures, perspectives, and experiences from all over the world to support our platform that is built for all regardless of race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. Thus, 360Learning is proud to be an equal opportunity workplace, and we commit to continue this throughout our processes for recruitment, compensation, benefits, performance, promotion, and all other conditions and terms of employment. We want to learn from and with you!