Digital Customer Success Partner

Summary

Join 360Learning's Customer Success Team as a key player supporting clients' digital training strategies using the 360Learning platform. You will be responsible for setting up and supporting clients in the UK and German markets. Your main goals include ensuring contract renewals, aligning the solution's business impact with client objectives, meeting client KPIs, and creating efficient processes. The role involves close collaboration with the EMEA account management team and requires strong communication and data analysis skills. Within the first year, you will master the product, build client relationships, identify and mitigate churn risks, and contribute to team knowledge sharing. The position offers a comprehensive compensation package, flexible work arrangements, and a diverse and inclusive work environment.

Requirements

• At least 2 years experience in a Customer Success position, ideally in the SaaS-industry
• Fluent proficiency in English and German
• Proactive and prefer working in a results-oriented culture
• Capability to prioritize and manage a large portfolio of clients
• Ability to express your ideas through data in a clear and concise manner, both in writing and orally
• Strong interest for the digital industry, education and e-learning in particular

Responsibilities

• Ensure the renewal of contracts by coordinating the different resources (technical, educational, etc.) made available
• Ensure the business impact of our solution is in line with the client’s business objectives
• Work closely with the EMEA account management team to ensure client KPIs are met
• Create and develop processes to handle a one-to-many approach, reporting and communication processes
• Master our product and Convexity corporate culture
• Familiarize yourself with the processes and tools used by our CS team
• Participate in your first customer meetings with other CSMs from our team
• Host your first meetings with customers and get feedback from your peers
• Start new projects with new clients
• Participate in regular Discovery Meetings with customers to identify the features that will impact your customers’ success
• Define the learning transformation roadmap with the client and identify the resources needed to achieve them
• Activate and build a digital strategy for your book of business spanning Germany and the United Kingdom including outbound campaigns, inbound ticket management and hosting webinars
• Define planning of the initiatives on the solution
• 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
• Work with the Account Managers to identify new project opportunities to grow your book of business
• Reduce churn by identifying customers at risk and implementing an action plan
• Identify and record in our CRM SFDC strong leaders within the client’s team
• Develop and share good business practices with the entire Client Success Team

Benefits

• Work From Home perks
• Medical insurance
• Gym subscription
• 1 month parental leave for the second parent
• Flexible hours
• Total work from home possible anywhere in Germany