Our Professional Service team plays a key role in onboarding and supporting our customers, seamlessly: they work cross-functionally (Sales, Product and Customer Success) to understand and document client use cases and requirements, and then translate them into the set-up and configuration of the 360Learning platform.
You will follow your customers' portfolio along their contracts to increase product adoption, as well as to deliver solutions complementary to the product. These large and strategic accounts have already deployed their platform and have advanced knowledge of it. They will need your expertise to facilitate new integrations (flat files, API’s) and 3rd party apps, re-structuration of the platform, audits of the solution and provide advanced advices/assistance in order to get the best out of our product.
Within 1 month, you will:
Become a Trello expert through our onboarding processUnderstand our product offering through trainingMaster our platform and be able to support clients on basic requests through ticketingWithin 3 months, you will:
Own your portfolio of +75 existing clientsStart to answer questions coming from your portfolio of clientsSupport the Customer Success Partner on functional and technical questionsSuccessfully implement integration (SSO, third-party tools), deliver technical expertise on how to integrate their learning platform to their technical environment & troubleshootingWithin 6 months you will:
Be able to pitch the value of the 360Learning platformDevelop repeatable and scalable processes to improve project quality and deliverySupport your strategic customer along their contract from an expert standpointDeliver Professional Services to this clientWithin 12 months, you will:
Onboard another Solution ExpertContribute to our knowledge base to share best practices and lessons learnedWork with our partner ecosystem to strengthen the services proposed to your clientDeliver platform audits to clientDeliver professional services proposed in our Professional Service catalogueThe Skill Set
Ideally 4-5 years of professional consulting experience, preferably in a customer-facing role (Level 2 or 3 support agents, Technical Consultant, Technical Account Manager)Previous support or deployment experience of SaaS products, ideally HR-relatedUnderstanding and experience in working with APIs, SSO configuration & troubleshootingSolution-oriented, client-first mindset in everything you doAbility to adapt to your audience, flexibility in tackling a conversation with highly technical stakeholders, and reducing complexity to more common terms with less technical stakeholdersOrganized, structured, rational, analytical, ability to manage priorities across multiple customersNative French and fluent English proficiencyEnthusiasm for our culture explained here: https://bit.ly/Convexity_360LWhat 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 what's it like to join 360Learning through our onboarding journey: https://360learning.com/blog/360learner-journey/ & Convexity Culture: https://bit.ly/Convexity_360L 🚀👩🏻💻🏆Interview Process
Phone screen with our recruiterDiscovery meeting with our Solution Expert team leadCase study with our Solutions Experts teamClarification meeting with our Head of Professional ServicesCulture fit interview with our VP Customer SuccessOffer !
