[Remote] Strategic Customer Success Partner Coach - France at 360Learning

Paris, Ile-de-France, France

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

EdTech, SaaSIndustries

Requirements

At least 10 years of extensive experience in Customer Success and 5 years in a Manager position
Ability to find the middle ground between the product, learning and development strategy and champion collaborative learning to drive the French strategic business forward
Understanding of French enterprise market dynamics (corporate culture, L&D trends, procurement)
Strong negotiation and stakeholder management skills (C-level execs, HR/L&D leaders)
Data-driven decision making (analyzing churn, adoption, and success metrics)
Coaching and mentoring skills (developing junior/mid-level client success managers)
Performance management & career development planning
Fluent English (US/UK) / B2 level or equivalent (FR)
Successful experience as a CSP (having achieved objectives over the last 18 months)
Ability to conduct meetings with CEOs, Directors or COMEX members at a customer site
Experienced in managing complex customer situations
Ability to intervene in the pre-sales phase to promote and advise on the support required by the prospect
Ability to rely on the right people internally to move a project forward

Responsibilities

Own the most critical customers in France and support, mentor and guide the CSPs that manage them
Be responsible for the development of every team member and the achievement of renewal and expansion of clients, for the largest accounts in the French market
Within 1 month: Start the new coach onboarding program, define routine with each team member, review all customer situations in the current portfolio, familiarize with the product, industry, and internal tools
Within 3 months: Establish as the point of escalation on team’s accounts, define initiatives to fill gaps in team and with customers, report on risk, product needs, retention, expansion and customer performance metrics and run warning meetings, deliver first quarterly performance review for direct reports, complete onboarding for a new coach, define OKRs for next quarter, define routine for working with AMs/product/alliances/CS Ops, be autonomous on account reviews, introduce as sponsor on top 20 customers
Within 6 months: Talk regularly with Decision Makers/HRs or L&D Directors, identify expansion with the AE on team’s book of business, lead customer experience meetings to showcase collaborative learning usage, identify and nurture customer advocates for influenced sales, define a reliable forecast, define vision/roadmap for next 12 months, carry out first performance reviews as a coach, identify customer ambassadors
Depending on context: Hire new teammates and ensure their successful onboarding
Within 12 months: Be a go-to resource on sophisticated platform usage for demanding French customers, define annual roadmap for French strategic customer market (understanding competitors and opportunities), work with teammates on self career development, participate in growing CSP team with external learnings, define career plans for each team member, ensure team's CSPs reach targets, improve support offered to customers

Skills

Customer Success

Coaching

Mentoring

Account Management

OKRs

Performance Reviews

Churn Reduction

Renewal Management

Expansion Strategies

L&D Strategies

Stakeholder Management

Metrics Analysis

Client Escalation

Onboarding

CRM Tools

360Learning

Corporate learning platform for employee upskilling

About 360Learning

360Learning provides a learning platform designed for corporate environments, focusing on enhancing employee skills through collaboration and artificial intelligence. The platform allows in-house experts to become learning collaborators, enabling businesses to efficiently upskill their workforce. It automates mandatory training processes, reducing onboarding tasks and promoting community engagement within organizations. The platform also features one-on-one video coaching, which is especially useful for sales teams, and offers accessible training for frontline staff on any device. Unlike many competitors, 360Learning emphasizes a collaborative approach to learning and has been recognized for its effectiveness in the corporate learning technologies market. The company's goal is to facilitate continuous learning and development within organizations while ensuring high standards of data security and compliance with regulations like GDPR.

New York City, New YorkHeadquarters

2013Year Founded

$235.7MTotal Funding

LATE_VCCompany Stage

Cybersecurity, AI & Machine Learning, EducationIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Company Match

Unlimited Paid Time Off

Paid Sick Leave

Paid Holidays

Flexible Work Hours

Remote Work Options

Parental Leave

Risks

Integration challenges with eLamp's technology could delay new feature rollouts.

Economic uncertainties may impact 360Learning's expansion plans in North America.

Reliance on key personnel like Chris Bondarenko poses risks if leadership changes occur.

Differentiation

360Learning offers a collaborative learning platform leveraging AI for personalized learning.

The platform integrates with Salesforce and HR systems to align training with business goals.

360Learning's iterative training framework allows for constant course improvement by peer feedback.

Upsides

360Learning's North American operations grew 65% year-on-year, showing strong market demand.

Acquisition of eLamp enhances 360Learning's capabilities in AI-powered skills-based learning.

Increased demand for AI-driven personalized learning experiences supports 360Learning's platform growth.

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