[Hiring] Client Success Manager @FranklinCovey

Role Description

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 corporate learning and development. As a Major Accounts 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.

• 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.
• Strategically manage a high-volume, diverse client portfolio by calibrating engagement and support based on growth potential, client health, key stakeholder influence, business priorities, and available client resources.
• Help create and deliver scalable 1:Many strategies, including client enablement, best-practice sharing, and targeted communications, while providing tailored 1:1 support when client opportunity or risk warrants deeper engagement.
• 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.
• Guide Major Market Accounts toward practical, scalable solutions by positioning appropriate services, promoting centerline deployment, and adapting recommendations to clients with variable resources and implementation experience.
• 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.

Qualifications

• Bachelor’s degree
• 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.

Requirements

• Excellent communication and presentation skills, with the ability to engage and influence stakeholders at all levels
• Ability to influence renewal and expansion opportunities by helping clients achieve their desired results, demonstrating measurable value, and continually defining and advancing value throughout the partnership term
• 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 coordinating 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
• HR and/or Learning & Development experience or credentials
• Sales or Customer Success Manager experience

Benefits

• Medical, dental, and vision insurance
• HSA
• Employee stock purchasing program
• 401(k)
• Paid time off
• Holiday pay
• And more