Client Success Manager – Enterprise

🕒 October 14

🇺🇸 United States – Remote

💵 $100k - $118.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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FranklinCovey

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1997

💼 Consulting

📣 Marketing

🏥 Healthcare

Consulting • Marketing • Healthcare

FranklinCovey is a global leader in organizational transformation, specializing in developing exceptional leaders, teams, and cultures that drive business results. They provide a range of services including training courses, executive coaching, and consulting, focusing on personal and interpersonal effectiveness to enhance individuals' skills and overall team performance. With tools such as the All Access Pass and the 7 Habits of Highly Effective People®, FranklinCovey empowers organizations to achieve consistent, breakthrough results in various sectors.

📋 Description

• Onboard new clients and ensure a smooth transition and rapid time to first value • Provide orientation to All Access Pass subscription elements • Conduct discovery to confirm desired results and understand the learning environment, learner profile, and program timeline • Align content, technology, and services and outline implementation strategies • 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, review performance metrics, gather feedback, and identify utilization and expansion opportunities • Facilitate discovery and solutioning for new or additional learning programs and learner populations • Serve as a strategic thought partner and share best practices • Coordinate with sales, services, product, and technical support teams to advocate for client needs and resolve issues • Influence renewal and expansion opportunities by demonstrating subscription value and identifying upsell/cross-sell opportunities • Monitor client health and engagement and proactively address potential issues • Support task-force work developing client and learner engagement tools, templates, and processes • Represent the client perspective in product-development prioritization • Track subscription revenue retention, services attachment, client-goal achievement, defined goals, progress toward outcomes, client health metrics, and adherence to the client engagement process

🎯 Requirements

• 5+ years of experience in training and talent development at organization or division level • 2+ years in a client-facing consulting role with executive/senior leaders and/or multiple stakeholders/workstreams • 2+ years of account or project/program management experience • Excellent communication and presentation skills • Ability to influence renewal and expansion opportunities by identifying, validating, and positioning expansion of subscription or service sales • Ability to deliver effective presentations virtually and in person • Proficiency with Zoom, Teams, PowerPoint, and Outlook • Ability to work in a data- and AI-enabled environment • Ability to manage multiple strategic and tactical projects and priorities simultaneously • Client-centric approach and passion for exceptional service and support • Knowledge of FranklinCovey content • Experience facilitating training programs 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 • Experience using Salesforce or other CRM software and SharePoint • FranklinCovey client administrator or facilitator experience • Organizational development/HR experience or credentials • Coaching or consulting experience or certification • Leadership experience • Sales or Customer Success Manager experience

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • Health Savings Account (HSA) • Employee stock purchasing program • 401(k) • Paid time off • Holiday pay • Occasional travel for client and internal meetings, fewer than 6 times per year

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