Client Success Manager – Major

🕒 September 23

🇺🇸 United States – Remote

💵 $84k - $93.6k / 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 • Orient clients to All Access Pass subscription elements • Conduct discovery to understand desired results, learning environment, learner profile, and program timeline • Align content, technology, and services with client needs and define implementation strategies • Provide training, tools, templates, and guidance to support client launch and learner engagement • Build client relationships focused on driving results and demonstrating value • Manage a diverse, high-volume client portfolio and calibrate engagement based on client health, growth potential, stakeholder influence, priorities, and resources • Create and deliver scalable 1:Many client enablement, best-practice sharing, and targeted communication strategies • Provide tailored 1:1 support when client opportunity or risk warrants deeper engagement • Conduct business reviews, evaluate performance metrics, gather feedback, and identify subscription utilization and expansion opportunities • Facilitate discovery and solutioning for new or additional learning programs and learner populations • Serve as a strategic thought partner and proactively share best practices • Coordinate with sales, services, product, and technical support teams to resolve client issues • Guide Major Market Accounts toward practical, scalable solutions and promote centerline deployment • Influence renewal and expansion opportunities, including upsell and 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 client perspectives in product development prioritization • Track subscription revenue retention, services delivery, client health metrics, and adherence to client engagement processes

🎯 Requirements

• Bachelor’s degree • 3+ years of experience in training and talent development at organization or division level • 1+ years in a client-facing consulting role with executive/senior leaders and/or multiple stakeholders/workstreams • 1+ years of account or project/program management experience • Excellent communication and presentation skills • Ability to engage and influence stakeholders at all levels • Ability to influence renewal and expansion opportunities by demonstrating measurable client value • Ability to deliver effective presentations virtually and in person • Proficiency with Zoom, Teams, PowerPoint, and Outlook • Ability to manage multiple strategic and tactical projects and priorities simultaneously • Client-centric approach and commitment to exceptional service and support • Knowledge of FranklinCovey content • Experience coordinating corporate training programs • 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 • HR and/or Learning & Development experience or credentials • Sales or Customer Success Manager experience

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • 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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