Title: Mid-Market Client Success Manager

Division & Department: Enterprise Client Success

Status: Full-Time Exempt

Reports to: Manager, Client Success

Location: Remote – Anywhere in Canada

Informations disponibles en français - https://job-boards.greenhouse.io/franklincovey/jobs/4419712006

Job Summary 

We are seeking a dynamic and proactive Client Success Manager to join our team. The ideal candidate will be passionate about client satisfaction and success, with a deep understanding of and experience working in the learning and development industry.  As a Client Success Manager at FranklinCovey, you will be a primary point of contact for our clients, ensuring they derive maximum value from our content, technology, and services.

Essential Job Functions

• Onboarding new clients effectively, ensuring a smooth transition and rapid time to first value.
• Provide orientation to the All Access Pass subscription elements.
• Conduct discovery to confirm desired results and understand the learning environment, learner profile, and program timeline.
• Advocate solutions by aligning relevant content, technology, and services and clearly outline a compelling and feasible implementation strategy.
• Provide training, tools, templates, and guidance to support client launch and learner engagement.

• Build strong client relationships focused on driving results and demonstrating value.
• Conduct regular business reviews to review performance metrics, gather feedback, and identify opportunities for other subscription utilization and expansion.
• Facilitate discovery and solutioning to design implementation strategies for new/additional learning programs and learner populations.
• Serve as a strategic thought partner for the client, responding to client requests and questions and proactively sharing best practices.
• Coordinate with internal teams (sales, services, product, and tech support) and advocate for client needs and issue resolution.

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

• Contribute to client and team success
• Influence renewal and expansion opportunities by demonstrating the value of the subscription and identifying upsell/cross-sell opportunities.
• Monitor client health and engagement to proactively identify and address potential issues before they impact satisfaction.
• Support internal task force work to develop new client and learner engagement tools, templates, and processes.
• Inform product development prioritization by representing the client perspective.

Performance Metrics

• Subscription revenue retention 
• Services attachment 
• Client health score 
• Defined success plan 
• License utilization 
• Pulse 
• Engagement 
• Adherence to client engagement process 

Basic Qualifications

• 3+ years of experience in training and talent development at organization or division level.
• 1+ years in client-facing consulting role with executive/senior leaders and/or multiple stakeholders/workstreams.
• 1+ years of account or project/program management experience.

Preferred Skills & Experience

• Excellent communication and presentation skills, with the ability to engage and influence stakeholders at all levels.
• Fluent in French and English
• Ability to influence renewal and expansion opportunities by identifying, validating, and positioning expansion of subscription or service sales.
• Ability to deliver effective and engaging presentations both virtually and in-person.
• Proficient with Zoom, Teams, PowerPoint, and Outlook applications and comfortable with continuous learning of new technology and functionality.
• Demonstrated ability to manage multiple projects and priorities, strategic and tactical, simultaneously while maintaining attention to detail.
• Client-centric approach with a passion for delivering exceptional service and support.
• Knowledge of FranklinCovey content.
• Experience facilitating training programs of any type in a corporate setting.
• Familiarity with adult learning methodologies.
• Experience working in a subscription environment.
• Certification in Customer Success (e.g. CCSM) or related field.
• Use of Salesforce or other CRM software and SharePoint.
• FranklinCovey client admin or facilitator experience.
• Organizational development/HR experience or credentials.
• Coaching or consulting experience or certification.
• Leadership experience
• Sales or Customer Success Manager experience.

Compensation:

 Anticipated compensation for this position is a base of $69-92k plus variable pay for an OTE of $87-115k (80/20 between base/variable pay). Actual offer may be outside of this range and will be determined by education, experience, knowledge, skills, and abilities, as well as geographic location, internal equity and alignment with market data.

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