Customer Success Team Presentation

Global CSP

• 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

• 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 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

• 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

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 configuration

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.

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).

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

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

• Drive customer goals, product utilization, and revenue expansion across all geo

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

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

• Head of Professional Services

• Head of Support

• Ensure the renewal of French customers

• Provide the best customer experience

• CSP Coaches (Mid, Large, Enterprise)

• Ensure the renewal of US customers

• Provide the best customer experience

• CSPs in the US

• Ensure the renewal of UK and german customers

• Provide the best customer experience

• CSPs in UK and Germany

• Keep Looop customers from leaving

• Upgrade them to 360 Learning.

• Former Looop CSPs

• 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

• 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