Strategic Customer Success Partner Coach - France

Description

Within 1 month, you will:

• Have started the new coach onboarding program
• Have defined your routine with each team member 
• Pass the product pitch, competitor analysis and case study onboarding
• Establish yourself as the point of escalation on your team’s accounts 
• Have familiarized yourself with the product, industry, and the internal tools designed for customer management at 360

Within 3 months, you will:

• Define a reliable forecast
• 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 support on customer warning meetings
• Deliver the first quarterly performance review for your direct reports
• 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

Within 6 months you will:

• Make sure your team's CSPs will reach their targets 
• 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
• Have defined a vision/roadmap for your book of business for the next 12 months 
• 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
• Define career plans for each member of your team 
• 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 coach (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/Convexity360L

Benefits

• 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 🏠. Working remotely from outside France is also possible, subject to some conditions (tenure, performance, destination, length, etc.) and the approval of our Remote Committee 🌍
• 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 the Talent Acquisition Manager
• Discovery Meeting with the Senior Director of Customer Success
• Case study with the Chief Customer Officer and the Senior Director of Customer Success
• Meeting with the VP Sales Enterprise
• Culture Fit Meeting with the CEO
• Meet & greet with the CS team
• References & Offer !
⇾ Get ready using our Knowledge Base: https://bit.ly/42H1ggC