Strategic Customer Success Partner Coach
New
3
360LearningLearning management software
Full remote work possible anywhere in FranceFull-TimeManager
SalaryPackage includes base salary, a variable component and equity
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Job Details
- Languages
- Fluent English (US/UK) / B2 level or equivalent (FR)
- Experience
- At least 10 years of extensive experience in Customer Success and 5 years in a Manager position
- Required Skills
- NegotiationStakeholder managementCustomer Success
Requirements
- At least 10 years of extensive experience in Customer Success.
- At least 5 years in a Manager position.
- Successful experience as a CSP coach, having achieved objectives over the last 18 months.
- Understanding of French enterprise market dynamics, including corporate culture, L&D trends, and procurement.
- Ability to balance product needs with learning and development strategy and promote collaborative learning.
- Strong negotiation and stakeholder management skills with C-level executives and HR/L&D leaders.
- Ability to make data-driven decisions by analyzing churn, adoption, and success metrics.
- Coaching and mentoring skills, including developing junior- and mid-level client success managers.
- Performance management and career development planning skills.
- Fluent English and B2-level French or equivalent.
- Ability to conduct meetings with CEOs, Directors, or COMEX members at a customer site.
- Experience managing complex customer situations and intervening in pre-sales to advise prospects on required support.
Responsibilities
- Own the most critical customer accounts in France and serve as an escalation point for the team’s accounts.
- Support, mentor, and guide CSPs, including through performance reviews and career development planning.
- Define reliable forecasts and report on risk, product needs, retention, expansion, and customer performance metrics.
- Identify initiatives to address gaps across the team and its customers.
- Work with Account Managers, Product, Alliances, and CS Ops on customer and team needs.
- Ensure the team’s CSPs reach their targets and identify expansion opportunities with the Account Executive.
- Lead customer experience meetings to showcase customers’ use of collaborative learning.
- Identify and nurture customer advocates to produce influenced sales.
- Define and maintain a 12-month book-of-business vision and an annual roadmap for the French strategic customer market.
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