Client Success Manager at Fuse Universal

About this role

Fuse Universal (Fuse) is searching for a self-motivated, proactive, Client Success Manager to join our Client Success Team to devise client-focused initiatives that deliver long-lasting business value.

• From an effective onboarding plan and account planning, through to renewal, expansion and upsell conversations, the role stretches across all elements of the client lifecycle. Your role is to create advocates of your clients who share a deep passion and understanding of the use of new learning technologies that drive performance and delivers results within their organisations.
• In your approach, you are diligent and obsessed with delivering business value to your clients, coupled with providing advice and best practice guidance for maximising their use of the Fuse platform. Your clients KPI’s and success criteria is at the heart of everything that you do and you are able to prove real business value by measuring product success against these criteria.
• Working within the Services function, it will come as no surprise that you play a critical role in the building and nurturing of client relationships. At Fuse, the Services team are deeply ingrained in the client’s journey right from the start of the sales process. As a CSM, you will be responsible for engaging with new and existing clients during

1. The implementation process to ensure that their learning solution is prepared to launch successfully, and aligned to their needs
2. In-life, working with the broader Fuse business to drive user adoption and engagement, lasting business value and world-class service that ultimately leads to client retention and expansion.

• Creative, energetic and self-driven, you understand your clients and their business needs and, in return, you gain their trust as a respectfully challenging partner. You can manage multiple accounts and projects at different levels of complexity and lifecycle, and you have an in-depth knowledge of the platform and its value proposition. You can work collaboratively across multiple teams, positively influence platform best practice and prioritise key tasks and activities.

About the team

The Client Success team forms a crucial part of our Services function here at Fuse. The CS team works directly with our clients to devise operational and strategic initiatives that deliver long-lasting business value. As a team member, you are a client advocate, and your role is to build strong relationships with key stakeholders that enable you to support nurture, grow and retain the client.

Your Responsibilities

As a Client Success Manager, your core responsibilities will include

• Manage all client relationship management activities, with a focus on the enablement, adoption and business value delivery facilitated by strong relationship-building, product and industry knowledge, planning and execution.
• Ensure that an effective account plan is in place for each of your clients, focused on the KPI’s that the client seeks to achieve.
• Drive adoption and engagement of the platform using data to promote client loyalty, retention and advocacy.
• Coach your clients to become experts in the product; guiding learning function structure, business alignment, content structure, and use of data to show business value.
• Collaborate with the wider Services teams (Implementation, Content Services) to design learning experiences that help solve the client’s business problems and deliver business value.
• Contribute to growing our client advocates by engaging clients to partner with us in promoting Fuse (client collaboration, social media activity, webinars, etc.)
• Conduct Quarterly Business Reviews (along with regular check-ins), to maintain high levels of business alignment, engagement, and client satisfaction reporting (NPS) that leads to account growth and client retention.
• Facilitate client conversations directly with Product and Technology teams to share process improvements, feedback, and needs/issues contributing to better solutions and driving growth.
• Facilitate client conversations directly with Product and Technology teams on the identification and tracking of enhancements requests and bugs to communicate status to clients.
• Partner with the Sales Team to manage the renewal process and identify upsell and cross-sell opportunities to help expand your existing accounts
• Identify client churn risks and partner with the broader businesses (chiefly the Leadership, Sales and Product teams) to formulate and execute mitigation plans to eliminate churn risk proactively.

Requirements

For the role of CSM, we’re looking for the following skills

• Minimum of 3-5 years CSM experience, enterprise Learning & Development, and SaaS learning technology.
• Business acumen - industry and outcome focused and aligned to business objectives
• Statistical mindset, curious, analytical and driven to drive value with the ability to measure business value and draw insights through learning experiences data analysis to:

1. Refine and iterate learning solutions based on KPI’s
2. Enable clients to tell success stories to their business

• Tech-Savvy; very comfortable with platform features and the ability to confidently communicate and showcase these technologies to your colleagues and clients
• Excellent communicator who listens and empathises to your clients and teammates with the ability to manage, challenge and influence at all levels including executive and C-suite
• Able to build, maintain and lead business relationships, manage expectations and identify potential issues that require escalations to leadership
• Diplomacy, tact, and poise under pressure when working through client issues
• Inventive when facing challenges and a fighter who refuses to give up until your clients succeed, advocating and raising clients’ needs to key internal stakeholders
• Self-motivated, proactive team player with innovative ideas to inspire client loyalty and adoption
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly
• An energetic team player who takes the initiative to get things done and is excited to help your clients succeed and grow our business
• Flexibility for travel as required.

Benefits

• Remote first and flexible working
• L&D - peer and platform learning - it’s at the heart of what we do
• Medical insurance
• Home-working / Wellbeing allowance
• Employee Assistance Programme
• Pension contributions
• Enhanced maternity leave
• Company socials