Manager, Client Success Mid-Market Accounts
“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: Manager, Client Success Mid-Market Accounts
Division & Department: Enterprise Client Success
Job Status: Full-Time Exempt
Reports to: Director, Client Success
Location: Remote – Anywhere in the contiguous US
Job Summary
The Manager, Client Success is a coach/builder role. You will work 70 percent of the time as a Manager of Client Success Managers (CSMs) and 30 percent of the time working in partnership with the Director, Client Success to build and/or refine the client engagement strategy and content for the Mid-Market Account customer segments.
This role is part of the CSM leadership team led by the Director, Client Success and comprised of other Managers from the Key, Enterprise and Mid-Market segments. You will lead 8-10 direct reports and be responsible for supporting their individual and collective performance, engagement, and development.
Your responsibilities as a coach include:
- Conducting weekly meetings and 1-on-1s with your direct reports, where you will coach, equip, and clear the path to help them achieve thriving customer and integrated account team relationships.
- Training direct reports to the identified activities responsible for driving subscription retention and growth.
- Meeting with sales and other leaders to ensure alignment of integrated account teams.
- Supporting the account allocation and transition processes to ensure balanced portfolios and a seamless client experience.
- Monitoring and analysis of the reporting of subscription revenue retention, growth, and consumption of the accounts aligned to your direct reports.
- As a people leader, you inspire trust and model the client success vision so that all CSMs understand who we are, what we do, and how we do it.
Your responsibilities as a builder include:
- Collaborating with the Director, Client Success and leaders from sales, marketing, product and services teams to develop the processes and tools needed for the customer success function and client engagement process in the Mid-Market segment.
- Partnership with fellow Managers to steward change management with the CSMs in your segment to drive adoption of and adherence to new and systematic processes.
- Monitoring the impact of and proactively recommending enhancements to or the addition of new tools and processes that influence client retention and growth.
- Continuous research, learning, and sharing of customer success and talent development best practices.
- Training and upskilling CSMs as needed for new systems, processes, and tools.
- As a builder of segment specific activities, you are innovative and thoughtful about scalable methods that improve the effectiveness and efficiency of all CSMs.
Key Measures
- The performance of accounts aligned to your direct reports including:
- Client subscription renewal and expansion
- Service attachment
- Client utilization of All Access Pass content, people services, and technology
- Successful partnership with fellow sales and customer success leaders
Essential Job Functions
- Ability to effectively balance the demands of the coach/builder role.
- Exhibits characteristics of great managers (e.g. leadership mindset, strong communicator, good listener, cares about others, results and business-oriented, gives and receives feedback, leads through change, self-care.)
- Manage and execute projects geared to support CS team in driving adoption of new products and services with clients.
- Collaborative partner within the CSM function and across other functions.
- Able to assess client health and help team consistently drive and demonstrate value with their clients.
- Strong verbal and written communication skills, EQ, and poise and polish with live or virtual meeting presentation and facilitation.
- Availability to travel (at minimum quarterly) for leadership and client meetings
Basic Qualifications
- 2+ years of experience in formal or informal leadership role
- Basic Qualifications of a Mid-Market Account Client Success Manager –
-
- 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
- 2+ years record of achievement
- Responsible for working with and through others to accomplish significant results for the organization.
- Experience in developing and executing customer success strategies that align with overall business objectives and drive value for high-profile clients.
- Strategic leadership experience with a focus on deepening expertise and providing guidance for complex client issues and customized strategies.
- Commitment to and enthusiasm about being in a leadership role at FranklinCovey.
- Advanced interpersonal skills.
- Strong data analytic and decision-making skills.
- Ability to work collaboratively with many teams in a growth environment.
- Highly organized.
- Experience managing subscription retention and growth.
- Preferred Skills & Experience of a Mid-Market Account Client Success Manager –
- Excellent communication and presentation skills, with the ability to engage and influence stakeholders at all levels.
- 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.
- Organizational development/HR experience or credentials.
- Coaching or consulting experience or certification.
- Leadership experience
- FranklinCovey client admin or facilitator experience.
- Sales or Customer Success Manager experience.
Location-specific compensation:
California - Anticipated compensation for this position is $120-140k OTE split 80/20 between base/commission. 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
Hawaii - Not hiring in this location
Washington DC - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/ESNCFoihILpAtnucdfLAyWgBT-VHstLUVezk6vEBrVCmDw?e=Ei5Xw7
Benefits include medical, dental, and vision insurance, HSA, employee stock purchasing program, 401(k), paid time off, holiday pay, and more. Please visit https://franklincoveybenefits.com/ for details.
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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.
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