Client Success Specialist - Australia

Title: Client Success Specialist

Status: Full-Time

Compensation: $93- $117K AUD (includes base plus bonus)*

Location: This is a fully remote position with 100% work from home

• Are you passionate about supporting clients and having an impact?
• Do you have solid Education or L&D experience and enjoy being a trusted advisor?
• Want to build long term relationships to help clients succeed and grow?

Job Summary 

We are seeking a dynamic and proactive Client Success Specialist to join our team in ANZ. The ideal candidate will be passionate about client satisfaction and success, with a deep understanding of, and experience working in, education, or the learning and development industry or similar field.  As a Client Success Specialist, you will be responsible for ensuring the client derives maximum value from our content, technology, and services, and for renewing, expanding and growing after sales client accounts.

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.

• Ensure client expansions and renewals
• Explore and 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.

Key Measures

• Client subscription renewal and expansion, client retention, ideally at 110%
• Client utilisation of All Access Pass content, people services, and technology
• Successful partnership with the integrated account team

Basic Qualifications

• 5+ years of experience in the design and administration of education/corporate learning and/or leadership development programs.
• 2+ years of upselling and cross-selling solutions to clients

Preferred Skills & Experience

• 2+ years of experience supporting clients or similarly functioning position within the Education or learning and development sector.
• Excellent communication with the ability to engage and influence stakeholders at all levels.

• Ability to deliver effective and engaging presentations virtually.

• 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.
• Use of Salesforce or other CRM software and SharePoint.
• FranklinCovey client admin or facilitator experience.
• Coaching or consulting experience or certification.

*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

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