As our second team member on the Customer Success Team for the German market, you will play a crucial role in ensuring the region’s success through our clients’ success. In the build phase, you will coordinate the implementation team whose mission is to support customers during the launch of their new collaborative learning software, acting as a project manager when local language is needed.
Once they are live on the platform, you will continue to support our clients in their digital training strategy through the 360Learning platform.
You will ensure the renewal of contracts by coordinating the different resources (technical, educational, etc.) made available. You will also ensure the business impact of our solution in line with the client’s business objectives, and work closely with the local sales team to ensure client KPIs are met, while liaising with your customer success colleagues throughout Europe and the US.
Within 1 month, you will:Master our product and Convexity corporate cultureFamiliarize yourself with the processes and tools used by our CS teamParticipate in your first customer meetings with other CSMs from our team
Within 3 months, you will:Host your first meetings with customers and get feedback from your peersStart new projects with new clientsParticipate in regular Discovery Meetings with Product Managers to identify the features that will impact your team's activity
Within 6 months, you will:Define the learning transformation roadmap with the clients and identify the resources needed to achieve themDefine a retro-planning of the initiatives on the solution and vouch for itIdentify and document customer use-casesDevelop a relationship of trust between the client and 360Learning, particularly by having direct contact with top management teamsWork with the Account Managers to identify new project opportunities to develop the account
Within 12 months, you will: Reduce churn by identifying customers at risk and implementing a remedial action planIdentify strong leaders within the client’s teamDevelop and share good business practices with the entire Client Success Team
The Skills Set3-4 years experiences in a Customer Success position, ideally in the SaaS-industryNative German and fluent English proficiencyProactive and prefer working in a strong results-oriented cultureCapability to prioritize and manage a big portfolio of clients Ability to express your ideas in a clear and concise manner, both in writing and orallyStrong interest for the digital industry, education and e-learning in particularEnthusiasm for our culture explained here: https://bit.ly/Convexity_360L
Interview ProcessCall with our recruiterInterview with our Hiring CoachCase study with 2 future CSP colleaguesClarification meeting with our CS Operations Manager Cultural Fit with our VP of CSOffer!
What We OfferCompensation: Package includes base salary, a variable component and equity 📈Benefits: Work From Home perks, 1 month parental leave for the second parentBalance: Flexible hours, remote work possible anywhere in Germany, France or the UK 🏠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 what's it like to join 360Learning through our onboarding journey: https://360learning.com/blog/360learner-journey/ & Convexity Culture: https://bit.ly/Convexity_360L 🚀👩🏻💻🏆