CSC Manager
Fuse Universal, United Kingdom
Job Description
About Us
On the Fuse learning platform, people connect with the knowledge and expertise they need to improve their skills and perform.
Used by over 150 progressive organisations worldwide including Hilti, Vodafone, Panasonic, Scandic, and Avon Fuse sparks active engagement for deeper learning experiences that ignite your people’s performance.
Fuse is immensely proud of FuseSchool, its global open education charity. FuseSchool is dedicated to bringing top-quality education to everyone, everywhere in the world, all for free.
The Role
Fuse Universal (Fuse) is searching for a self-motivated, proactive, team player to join our Client Success Consulting (CSC) Team to devise strategic client-focused initiatives that deliver long-lasting business value.
From an effective onboarding plan and strategic 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 within their organisations.
In your approach, you are consultative and obsessed with delivering business value to your clients, coupled with providing strategic advice and best practice guidance for maximising their use of the Fuse platform.
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 CSC Manager, you will be responsible for engaging with new and existing clients during:
- The sales process to understand the client’s strategic objectives and business requirements.
- The implementation process to ensure that their learning solution is prepared to launch successfully.
- 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 and effectively communicate both strategically and technically to the users via the context of the learner.
If you love making clients successful, we would like to talk to you.
The Team
The Client Success Consulting (CSC) team forms a crucial part of our Services function here at Fuse. The CSC team works directly with our clients to devise strategic initiatives that deliver long-lasting business value. As a consultant within the team, 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.
Responsibilities
As a CSC 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, strategic planning and execution.
- Ensure that an effective account plan is in place for each of your clients, focused on the business value that the client seeks to achieve.
- Drive adoption and engagement of the platform using data 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, strategic 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