Client Success Manager - Major

Summary

FranklinCovey is a leadership and organizational performance partner that helps organizations achieve breakthrough results through principle-centered frameworks, practices, and professional services. The Client Success Manager will serve as a primary point of contact for major-account clients, guiding onboarding, implementation, engagement, renewal, and expansion while coordinating with internal teams to maximize the value of FranklinCovey’s content, technology, and services.

Responsibilities

• 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

Skills

• • 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
• • 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

Qualifications

Must Haves

• • 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

Nice to Haves

• • 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 insurance
• Dental insurance
• Vision insurance
• Health Savings Account (HSA)
• Employee stock purchasing program
• 401(k)
• Paid time off
• Holiday pay