Enterprise Client Success Manager (Remote, United States)
Guide enterprise organizations as they adopt FranklinCovey leadership and learning solutions. Drive client outcomes, subscription retention, renewals, and growth across complex accounts.
Aprašymas
- Onboard clients and guide them through a smooth transition toward early value.
- Explain the components of the All Access Pass subscription.
- Discover client goals and assess learning environments, learner profiles, and program timelines.
- Coordinate content, technology, and services, and define implementation plans.
- Equip clients with training, tools, templates, and guidance for launch and learner engagement.
- Build client partnerships centered on measurable results and demonstrated value.
- Lead business reviews, examine performance data, collect feedback, and uncover adoption and growth opportunities.
- Explore needs and develop solutions for additional learning programs and learner groups.
- Advise clients strategically and share proven practices.
- Work with sales, services, product, and technical support teams to represent client needs and resolve problems.
- Support renewals and account growth by demonstrating subscription value and identifying cross-sell and upsell prospects.
- Track client engagement and health, addressing emerging concerns proactively.
- Contribute to task forces that create tools, templates, and processes for client and learner engagement.
- Bring the client viewpoint into product development priorities.
- Monitor subscription revenue retention, services attachment, client goal attainment, progress toward outcomes, account health measures, and compliance with the engagement process.
Reikalavimai
- At least five years of organization- or division-level training and talent development experience.
- At least two years in client-facing consulting with executives, senior leaders, or multiple stakeholders and workstreams.
- At least two years of account, project, or program management experience.
- Strong written and verbal communication and presentation skills.
- Ability to identify, validate, and position subscription or service expansions to support renewals and growth.
- Ability to present effectively both remotely and in person.
- Proficiency with Zoom, Microsoft Teams, PowerPoint, and Outlook.
- Ability to work in a data- and AI-enabled environment.
- Skill in managing multiple strategic and operational projects and priorities at once.
- A client-focused mindset and commitment to high-quality service and support.
- Knowledge of FranklinCovey content.
- Experience facilitating corporate training programs.
- Familiarity with adult learning methods.
- Experience in a subscription-based business.
- Customer Success certification, such as CCSM, or a related credential.
- Experience with Salesforce or another CRM platform and SharePoint.
- Experience as a FranklinCovey client administrator or facilitator.
- Organizational development or HR experience or credentials.
- Coaching or consulting experience or certification.
- Leadership experience.
- Experience in sales or as a Customer Success Manager.
Privalumai
- Medical insurance
- Dental insurance
- Vision insurance
- Health Savings Account (HSA)
- Employee stock purchase program
- 401(k) plan
- Paid time off
- Paid holidays
- Occasional travel for client and internal meetings, fewer than six times per year