Client Success Manager

**About Us**
Fuse Universal isn’t just another learning company. We’re rudely shaking up the way that people and organisations learn and communicate, right across the world. Our unique Integrated Learning Platform allows businesses to shape their learning around their goals by tapping the inherent knowledge of the experts and peers within their organisation.
That’s a major difference, and it’s one that’s worked for over 120 businesses, ranging from Panasonic to Avon to Scandic, with more coming on board all the time.

**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.
- If you love making clients successful, we would like to talk to you_

**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:

- Refine and iterate learning solutions based on KPI’s
- 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