“We enable greatness in people and organizations everywhere.”
FranklinCovey (NYSE: FC) is the workplace of choice for Achievers with Heart. We are one of the largest and most trusted leadership companies in the world, with directly owned and licensee partner offices in over 160 countries and territories. With more than 2,000 global associates, FranklinCovey transforms organizations by partnering with clients to build leaders, teams, and cultures that get breakthrough results through collective action. Our services and products are primarily delivered through our subscription offerings, which are comprised of the FranklinCovey All Access Pass, which is primarily sold through our Enterprise Division, and the Leader in Me membership, which is designed specifically for our Education Division. Enterprise clients include Fortune 100, Fortune 500, thousands of small and mid-sized businesses, and numerous government entities. FranklinCovey Education has shared our programs, books, and content with thousands of public and private primary, secondary, and post-secondary schools and institutions.
To learn more, visit franklincovey.com.
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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Unless otherwise noted, applications will be accepted for a minimum of three (3) days from the initial published date on the FranklinCovey job board, but the posting may close at any time after the specified duration.
Employer Information
Please visit franklincoveybenefits.com for a complete US benefits overview. Benefits may include medical, dental, or vision insurance, HSA, PTO, 401(k), holiday pay, employee stock purchasing options, or other benefits. To determine status eligibility, visit https://franklincoveybenefits.com/enroll/.
For an overview of our Interview Process, please visit https://franklincovey.com/careers/working-at-franklincovey/.
FranklinCovey is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Please visit https://www.franklincovey.com/careers/notices-and-provisions/ for our full Equal Employment Opportunity policies and Notice and Pay Transparency Nondiscrimination Provision.
Direct Reasonable Accommodation requests to [email protected].
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What We Do
We transform organizations by building exceptional leaders, teams, and cultures that get results. When organizations partner with us, their people change behavior—both individually and collectively—in ways that have a dramatic impact.
Our content, based on timeless principles of human effectiveness, is designed to help people change both their mindsets and their behavior. It is combined with a team of experts, a dynamic behavior change platform, and key metrics that deliver exceptional results again and again
