Fuse Universal – Client Success Manager, Australia, Remote

Job Description

Description

About Fuse Universal

Fuse Universal isn’t just another learning company. We’re rudely shaking up the way that people and organizations learn and communicate, right across the world. Our unique Integrated Learning Platform allows businesses to shape their learning around their goals by tapping the inherent knowledge of the experts and peers within their organization.

Used by over 150 progressive organizations worldwide — including Hilti, Vodafone, Panasonic, Scandic, and Avon — Fuse sparks active engagement for deeper learning experiences that ignite your people’s performance.

About this role

Fuse Universal (Fuse) is searching for a self-motivated, proactive, Client Success Manager to join our Client Success Team to devise client-focused initiatives that deliver long-lasting business value. This is a 9-month maternity cover contract, with the potential to go permanent.

From an effective onboarding plan and account planning to renewal, expansion, and upsell conversations, the role stretches across all elements of the client lifecycle. Your role is to create advocates for your clients who share a deep passion and understanding of the use of new learning technologies that drive performance and delivers results within their organizations.

In your approach, you are diligent and obsessed with delivering business value to your clients, coupled with providing advice and best practice guidance for maximizing their use of the Fuse platform. Your clients ’KPIs and success criteria are at the heart of everything that you do and you are able to prove real business value by measuring product success against these criteria.

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 is deeply ingrained in the client’s journey right from the start of the sales process. As a CSM, you will be responsible for engaging with new and existing clients during

• The implementation process to ensure that their learning solution is prepared to launch successfully, and aligned to their needs, delivering a number of client workshops;
• 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, positively influence platform best practices, and prioritize key tasks and activities.

If you love making clients successful, we would like to talk to you.

About the team

The Client Success team forms a crucial part of our Services function here at Fuse. The CS team works directly with our clients to devise operational and strategic initiatives that deliver long-lasting business value. As a team member, 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.

Your Responsibilities

As a Client Success Manager, your core responsibilities will include

• Across APAC, manage all client relationship management activities, with a focus on enablement, adoption, and business value delivery facilitated by strong relationship-building, product and industry knowledge, planning, and execution.
• Ensure that an effective account plan is in place for each of your clients, focused on the KPIs that the client seeks to achieve.
• Drive adoption and engagement of the platform using data to 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.)
• When needed, conduct Quarterly Business Reviews
• Conduct regular check-ins (weekly, fortnightly, or monthly), to maintain high levels of business alignment, 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, Technology, and Support teams on the identification and tracking of enhancements requests and bugs to communicate status to clients.
• Partner with the Sales Team to manage the renewal process and identify upsell and cross-sell opportunities to help expand your existing accounts
• Identify client churn risks and partner with the broader businesses to formulate and execute mitigation plans to eliminate churn risk proactively.

Requirements

For the role of CSM, we’re looking for the following skills

• Minimum of 3-5 years CSM experience, enterprise Learning & Development, and SaaS learning technology.
• Business acumen – industry and outcome-focused and aligned to business objectives
• Statistical mindset, curious, analytical, and driven to drive value with the ability to measure business value and draw insights through learning experiences and data analysis to:
  • Refine and iterate learning solutions based on KPIs
  • Enable clients to tell success stories to their business
• Tech-Savvy; very comfortable with platform features and the ability to confidently communicate and showcase these technologies to your colleagues and clients
• Excellent communicator who listens and empathizes to your clients and teammates with the ability to manage, challenge and influence at all levels including executive and C-suite
• Able to build, maintain and lead business relationships, manage expectations and identify potential issues that require escalations to leadership
• Diplomacy, tact, and poise under pressure when working through client issues
• Inventive when facing challenges and a fighter who refuses to give up until your clients succeed, advocating and raising clients’ needs to key internal stakeholders
• Self-motivated, proactive team player with innovative ideas to inspire client loyalty and adoption
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly
• Flexibility for travel as required

Benefits

• Remote first and flexible working
• L&D – peer and platform learning – it’s at the heart of what we do
• Home-working / Well-being allowance
• Enhanced maternity leave
• Annual leave – 20 days