Client Success Manager – Major

This is a fully remote position, open to applicants in United States.

📋 Description

• Facilitate the onboarding of new clients, ensuring a seamless transition and quick realization of value.

• Introduce clients to the components of the All Access Pass subscription.

• Conduct exploratory discussions to identify desired outcomes, learning environments, learner profiles, and timelines for programs.

• Align content, technology, and services with client requirements while formulating implementation strategies.

• Offer training, tools, templates, and guidance to aid in client launch and enhance learner engagement.

• Cultivate client relationships aimed at achieving results and showcasing value.

• Oversee a varied and high-volume client portfolio, adjusting engagement based on client health, growth potential, stakeholder influence, priorities, and available resources.

• Develop and execute scalable 1:Many client enablement, best-practice sharing, and targeted communication strategies.

• Provide customized 1:1 support when client opportunities or risks necessitate deeper engagement.

• Conduct business reviews, assess performance metrics, collect feedback, and identify opportunities for subscription utilization and expansion.

• Lead discovery and solution development for new or additional learning programs and learner groups.

• Act as a strategic thought partner, proactively sharing best practices.

• Collaborate with sales, services, product, and technical support teams to resolve client concerns.

• Guide Major Market Accounts towards effective, scalable solutions while promoting centerline deployment.

• Influence opportunities for renewal and expansion, including upselling and cross-selling prospects.

• Monitor client health and engagement, taking proactive steps to address potential issues.

• Contribute to task-force initiatives focused on developing tools, templates, and processes for client and learner engagement.

• Advocate for client perspectives in product development prioritization.

• Track metrics related to subscription revenue retention, service delivery, client health, and adherence to engagement processes.

⛳️ Requirements

• Bachelor’s degree.

• 3+ years of experience in training and talent development at the organizational or divisional level.

• 1+ years in a client-facing consulting role engaging with executive/senior leaders and/or multiple stakeholders/workstreams.

• 1+ years of experience in account or project/program management.

• Exceptional communication and presentation skills.

• Ability to engage and influence stakeholders across all levels.

• Capability to demonstrate measurable client value to influence renewal and expansion opportunities.

• Proficiency in delivering effective presentations both virtually and in person.

• Familiarity with Zoom, Teams, PowerPoint, and Outlook.

• Competence in managing multiple strategic and tactical projects and priorities concurrently.

• Client-focused mindset with a commitment to outstanding service and support.

• Knowledge of FranklinCovey content.

• Experience in coordinating corporate training programs.

• Understanding of adult learning methodologies.

• Experience in a subscription-based environment.

• Certification in Customer Success (e.g., CCSM) or a related field.

• Proficiency in using Salesforce or other CRM software and SharePoint.

• Experience as a FranklinCovey client administrator or facilitator.

• Background in HR and/or Learning & Development or related credentials.

• Experience as a Sales or Customer Success Manager.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Health Savings Account (HSA).

• Employee stock purchase program.

• 401(k) plan.

• Paid time off.

• Holiday pay.

• Occasional travel for client and internal meetings, less than 6 times per year.