Solution Expert

Résumé du poste
Salaire : Non spécifié
Télétravail total
Expérience : > 5 ans
Compétences & expertises


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Le poste

Descriptif du poste

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 process
  • Understand our product offering through training
  • Master our platform and be able to support clients on basic requests through ticketing
  • Within 3 months, you will:

  • Own your portfolio of +75 existing clients
  • Start to answer questions coming from your portfolio of clients
  • Support the Customer Success Partner on functional and technical questions
  • Successfully implement integration (SSO, third-party tools), deliver technical expertise on how to integrate their learning platform to their technical environment & troubleshooting
  • Within 6 months you will:

  • Be able to pitch the value of the 360Learning platform
  • Develop repeatable and scalable processes to improve project quality and delivery
  • Support your strategic customer along their contract from an expert standpoint
  • Deliver Professional Services to this client
  • Within 12 months, you will:

  • Onboard another Solution Expert
  • Contribute to our knowledge base to share best practices and lessons learned
  • Work with our partner ecosystem to strengthen the services proposed to your client
  • Deliver platform audits to client
  • Deliver professional services proposed in our Professional Service catalogue
  • The 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-related
  • Understanding and experience in working with APIs, SSO configuration & troubleshooting
  • Solution-oriented, client-first mindset in everything you do
  • Ability to adapt to your audience, flexibility in tackling a conversation with highly technical stakeholders, and reducing complexity to more common terms with less technical stakeholders
  • Organized, structured, rational, analytical, ability to manage priorities across multiple customers
  • Native French and fluent English proficiency
  • Enthusiasm for our culture explained here:
  • 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: 🌎🌏🌍
  • Culture: A framework that will help you make an impact - envision what's it like to join 360Learning through our onboarding journey: & Convexity Culture: 🚀👩🏻‍💻🏆
  • Interview Process

  • Phone screen with our recruiter
  • Discovery meeting with our Solution Expert team lead
  • Case study with our Solutions Experts team
  • Clarification meeting with our Head of Professional Services
  • Culture fit interview with our VP Customer Success
  • Offer !
  • Envie d’en savoir plus ?

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