Digital Customer Success Manager

Within one month, you will:

• Master our product and Convexity corporate culture
• 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. 
• Join your first customer meetings with other CSPs from the team
• Answer to a pool of clients asynchronously

Within three months you will:

• Drive renewal calls
• Drive new customer onboardings 
• Organize and present webinars, with internal experts 
• Drive initiatives on specific topics such as ‘office hours’

Within six months you will:

• Successfully onboard new customers and ensure the launch is on time 
• Define the learning transformation roadmap during Business Reviews with the client and identify the asynchronous and one-to-many resources needed to achieve them
• Define a retro-planning of the asynchronous resources and one-to-many 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  
• Identify new project opportunities to develop the account and align with the Account Management team

Within 12 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
• Participate in process and automation improvement

The Skill Set:

• First experience in a Customer Success Manager position is preferred 
• Or first experience in a Training Organization (training manager, trainer, training assistant)
• Or first experience in a consulting firm
• A keen interest for the digital industry, education and e-learning in particular
• Excellent interpersonal and communication skills
• Previous experience in the SaaS B2B industry is nice to have
• Native 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 🚀👩🏻‍💻🏆

Interview Process:

• Phone Screen with our Talent Acquisition Manager
• Discovery Meeting with a CSP
• Case study Meeting with a CSP Coach and a CSP Ops
• Culture fit Meeting with our Head of CSP 
• Offer !