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💫  GlobalCS Team Presentation

Led by our VP Global Chief Customer Success EMEAOfficer, FabienGillian, our CS team gathers 60100+ experts 🧑‍🏭

Split into 5 departments, they are making sure our customers are happy with the product and the support we are offering on a daily basis 🥰

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📱

 CSP

 CSP Team

EMEA

Mission EMEA

Team

Scope

Team Organization

Global CSP

Renew 360Learning’s customers through

  • Customer Retention : Develop and solidify the relationship with our clients

  • Client Satisfaction : Make our clients want us there and there to stay

  • Increase Usage : Become indispensable with solid strategies

  • Product Usage : Listen and translate our clients needs

4 teams, 30+ CSPs

  • CSP TO/EDU : Portfolio made up of Training Organizations accounts.

  • CSP Mid : Portfolio ≈ 35 clients at 1.2m ARR. Strategic approach

  • CSP Pool : Portfolio ≈ 75 clients around 1.2m ARR. “1 too to many” approach

  • CSP Large : Portfolio made of our largest accounts ≈ (between 2.500 and 14.000 employees)

CSP Looop

360Learning acquired Looop in 2022

Keep Looop customers into 360Learning’s portfolio

  • Work with Looop customers and the 360 product team to ensure the feature developments are on parity and validate this where possible.

  • Partner with the 360Learning KAM and CS teams and working towards a uplift in pricing as Looop customers move to 360Learning.

  • 1 CSP

  • 1 Migration Enablement Manager

  • 2 Support Engineers

⚙️ Professional Services Team

Team Organization

Team

Mission

Solution Deployment

  • Support new 360Learning clients in their implementation of the platform (build phase)

  • Understand and document different client use cases and translate them into a set-up and configuration8 Solution Deployment Managers (FR, UK, DE)

Solution Expert

  • Follow customers' portfolio along their contract to increase product adoption (run phase)

  • Deliver solutions complementary to the product, work on new integrations, re-structurations of the PF etc. 3 Solution Experts (FR, DE)

Learning Engagement

  • Deliver 360Learning’s training offer (distance and in-person workshops, programs on the Engagement Academy, webinars...)

  • Generate usage on the platforms (content creation by authors and program completion by learners).

  • 1 Learning Engagement Coach

  • 4 Learning Engagement Consultants (FR, DE)

⚠️  Support  Support Team

Team Organization

Team

Mission

User Support

  • Provide outstanding assistance and cultivate strong relationships with 360Learning’s customers.

  • Not only resolve issues but also enhance customer satisfaction and loyalty

  • Partner with the CS Team, Product and R&D to make user experience as smooth as possible, limit bugs and improve the platform to suit 360Learning client's needs

  • 8 Support Engineers (FR, UK, DE)

Technical Writer

  • Provide an up-to-date and extensive knowledge base

  • Publish release notes that are consistent with the product roadmap

  • Improve the readability and findability of our knowledge base content

  • 3 Technical Writers (FR, UK, US)

☎️  Customer Success EMEA

☎️  Customer Success Leadership

VP Success EMEA

Role

Mission

Coaching

Global Chief Customer

Officer

  • Drive customer goals, product utilization, and revenue expansion in EMEA regionacross all geo

  • Ensure the engagement, success, retention, and growth of 360learning’s EMEA customers.

  • CSP Directors France (France, US, UK, Looop)

  • Head of Professional Services

  • Head of Support

CSP Director France

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  • Ensure the renewal of french French customers

  • Provide the best customer experience

  • CSP Coaches (Mid, Large, Enterprise)

CSP Director US

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  • Ensure the renewal of US customers

  • Provide the best customer experience

  • CSPs in the US

CSP Director UK

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  • Ensure the renewal of UK and german customers

  • Provide the best customer experience

  • CSPs in UK and Germany

CSP Director Looop

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  • Keep Looop customers from leaving

  • Upgrade them to 360 Learning.

  • Former Looop CSPs

Head of Professional Services

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  • Deliver support to SDM, SE, Trainer and Learning Coach to achieve theirs goals

  • Ensure Successful onboarding that include, project management, integration, consulting & training

  • Ensure Customers high level of satisfaction on Professional Services during all their journey

  • Collaborate with Partners to scale indirect delivery

  • Solution Deployment Managers

  • Solution Experts

  • Service Delivery Manager

  • Learning Engagement Coach

Head of Support

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  • Organize the Support team to make sure we provide a world-class customer support at all times.

  • Their 2 KPIs are the median first-time reply and the customer satisfaction.

  • Support Engineers

  • Technical Writers

📚  Read Read Further

Our success stories ➡️ https://360learning.com/customers/

Our Knowledge Base ➡️ https://support.360learning.com/hc/fr