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Key Account Client Success Manager

“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: Key Account Client Success ManagerDivision & Department: Enterprise Client SuccessStatus: Full-Time ExemptReports to: Manager, Client SuccessLocation: Remote – Anywhere in the contiguous USJob SummaryWe are seeking a dynamic and proactive Client Success Manager to join our team. The ideal candidate will be passionate about client satisfaction and success, with a deep understanding of and experience working in the learning and development industry. As a Client Success Manager at FranklinCovey, you will be a primary point of contact for our clients, ensuring they derive maximum value from our content, technology, and services.Essential Job Functions• 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.• 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• 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.Performance Metrics• Subscription revenue retention• Services attachment• Client health score• Defined success plan• License utilization• Pulse• Engagement• Adherence to client engagement processBasic Qualifications• 7+ years of experience in training and talent development at organization or division level.• 3+ years in client-facing consulting role with executive/senior leaders and/or multiple stakeholders/workstreams.• 3+ years of account or project/program management experience.Preferred Skills & 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 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 $140-160k OTE split 80/20 between base/variable pay. 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 dataColorado - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/EXc9OG-MM-dPhZ4-dDYZO58BwE5CohNOpFD6H3v0VswJkA?e=mCJCVBHawaii - Not hiring in this locationIllinois - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/EXc9OG-MM-dPhZ4-dDYZO58BwE5CohNOpFD6H3v0VswJkA?e=34IchsMaryland - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/EXc9OG-MM-dPhZ4-dDYZO58BwE5CohNOpFD6H3v0VswJkA?e=HyFbinMassachusetts - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/EXc9OG-MM-dPhZ4-dDYZO58BwE5CohNOpFD6H3v0VswJkA?e=6n8qgFNew Jersey - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/EXc9OG-MM-dPhZ4-dDYZO58BwE5CohNOpFD6H3v0VswJkA?e=oupT9ANew York - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/EXc9OG-MM-dPhZ4-dDYZO58BwE5CohNOpFD6H3v0VswJkA?e=aBn0biVermont - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/EXc9OG-MM-dPhZ4-dDYZO58BwE5CohNOpFD6H3v0VswJkA?e=g1a38YWashington - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/EXc9OG-MM-dPhZ4-dDYZO58BwE5CohNOpFD6H3v0VswJkA?e=2CVq6oWashington DC - https://franklincovey365.sharepoint.com/:b:/s/NewHireDocsPublic/EXc9OG-MM-dPhZ4-dDYZO58BwE5CohNOpFD6H3v0VswJkA?e=MlSGnmBenefits 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.#LI-Remote#LI-CL1Unless 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 InformationPlease 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.Direct Reasonable Accommodation requests [email protected] our Privacy Policy, please visit https://www.franklincovey.com/privacy (https://sites.google.com/franklincovey.com/equal-employment-opportunity/adaraptnp) .

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What You Should Know About Key Account Client Success Manager, FranklinCovey

Are you a passionate Client Success Manager seeking a new challenge? Join FranklinCovey as a Key Account Client Success Manager, and help us empower organizations worldwide. At FranklinCovey, we take pride in being a key player in the learning and development industry, and we’re on a mission to transform businesses through leadership training and development. As a Key Account Client Success Manager, you'll be the primary contact for our valued enterprise clients, ensuring they realize the full value of our subscriptions, like the FranklinCovey All Access Pass. Your role will involve onboarding new clients smoothly and effectively, conducting discovery sessions to understand their learning environments, and advocating tailored solutions that align with their goals and timeline. By building strong, collaborative relationships with executive leaders and stakeholders, you will conduct regular business reviews and utilize performance metrics to drive satisfaction and engagement. Your efforts will not only help clients achieve their objectives but also contribute to retaining subscription revenue and promoting growth opportunities. We’re looking for someone with 7+ years in training or talent development and at least 3 years in a client-facing role. If you thrive in high-touch environments and have a knack for strategic thought leadership, we’d love to hear from you. Let's make a difference together and enable greatness everywhere!

Frequently Asked Questions (FAQs) for Key Account Client Success Manager Role at FranklinCovey
What are the responsibilities of a Key Account Client Success Manager at FranklinCovey?

The responsibilities of a Key Account Client Success Manager at FranklinCovey include onboarding new clients, providing orientation on subscription elements, conducting discovery sessions, advocating tailored solutions, facilitating training and support, and building strong client relationships to drive results. Regular business reviews also form a crucial part of the role to ensure ongoing satisfaction and engagement.

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What qualifications are needed to become a Key Account Client Success Manager with FranklinCovey?

To qualify for the Key Account Client Success Manager position at FranklinCovey, candidates should have a minimum of 7 years of experience in training and talent development, with at least 3 years in a client-facing consulting role. A background in account or project management, excellent communication skills, and experience with subscription services are also important to succeed in this role.

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How does the Key Account Client Success Manager contribute to client success at FranklinCovey?

A Key Account Client Success Manager at FranklinCovey plays a vital role in client success by acting as the primary point of contact, ensuring clients maximize the value of their subscriptions. They create personalized action plans, conduct regular reviews, monitor client engagement, and proactively address any potential issues to enhance overall satisfaction and retention.

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What is the work environment for the Key Account Client Success Manager role at FranklinCovey?

The work environment for a Key Account Client Success Manager at FranklinCovey is remote, allowing flexibility to connect with clients across the contiguous US. The role demands a collaborative approach, coordinating with various internal teams and conducting engagement sessions virtually or in person as needed.

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What are the expected outcomes for a Key Account Client Success Manager at FranklinCovey?

Expected outcomes for a Key Account Client Success Manager at FranklinCovey include high renewal rates of subscriptions, increased client engagement and satisfaction scores, successful implementation of customized learning programs, and identification of upsell opportunities. Demonstrating the value of services through effective client relationships is also a key outcome.

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Common Interview Questions for Key Account Client Success Manager
How do you approach onboarding new clients as a Key Account Client Success Manager?

In my approach to onboarding, I ensure a smooth transition by understanding the client's specific needs and desired outcomes. I focus on establishing clear communication from the start, providing them with essential resources and support, and setting measurable success metrics to monitor progress effectively.

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Can you describe a time when you turned around a dissatisfied client into a satisfied one?

Certainly! There was a case where a client was unhappy with the implementation timeline. I scheduled a meeting to listen to their concerns, reassessed their needs, and proposed a revised strategy that included additional resources. This collaboration ultimately restored their trust, leading to an improved relationship.

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What strategies do you use to maintain strong client relationships?

I maintain strong client relationships by regularly scheduling business reviews, providing updates, and being proactive in communication. I ensure I understand their evolving needs and offer tailored solutions, which fosters trust and long-term partnership.

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How do you measure the success of client engagement?

I measure the success of client engagement through various metrics, including client satisfaction scores, renewal rates, and usage statistics of subscription services. Gathering feedback during regular reviews also provides insights into areas for improvement and confirms our value delivery.

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Describe your experience with presenting to executive leadership.

I have extensive experience presenting to executive leaders, where I focus on clear communication and impactful storytelling. I tailor my presentations to highlight relevant data and insights, ensuring I address their specific strategic concerns while facilitating meaningful discussions.

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What technology platforms are you proficient in relevant to this role?

I am proficient in several technology platforms essential to the Key Account Client Success Manager role, including CRM systems like Salesforce, online meeting tools such as Zoom and Microsoft Teams, and Microsoft Office Suite for effective presentations and reporting.

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How do you handle conflicting priorities when managing multiple projects?

When managing multiple projects, I prioritize tasks based on client urgency and overall impact on client success. I also maintain an organized project management system to track progress and communicate regularly with stakeholders to ensure alignment and transparency.

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What role does client feedback play in your strategy as a Client Success Manager?

Client feedback is critical to my strategy as it guides my understanding of client needs and expectations. I actively encourage feedback during reviews and use it to refine our approach, ensuring that we consistently meet or exceed their expectations.

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What methods do you use to advocate for your clients internally?

To advocate for my clients internally, I gather data on their needs and feedback and share it with relevant teams. I also participate in cross-departmental meetings to voice client perspectives, ensuring their interests are considered in product development and service enhancements.

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How would you handle a situation where a client requests a feature that is not currently available?

If a client requests an unavailable feature, I would first empathize and assure them that their needs are important. Then, I would propose alternative solutions and highlight existing features that might address their request, while also documenting their feedback for future product development discussions.

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Founded in 1997 and headquartered in Salt Lake City, Utah, FranklinCovey is a provider of leadership development, business execution training, and assessment services for organizations.

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Full-time, remote
DATE POSTED
December 18, 2024

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