Customer Success Team Presentation

💫 CS Team Presentation

Led by our VP Customer Success EMEA, Fabien, our CS team gathers 60+ 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 🥰

Team

Mission

Team Organization

CSP EMEA

Renew 360Learning’s customers through

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 to many” approach
CSP Large : Portfolio made of our largest accounts ≈ (between 2.500 and 14.000 employees)

CSP Looop

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.

Team	Mission	Team Organization
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	8 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)

Team	Mission	Team Organization
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)

Role	Mission	Coaching
VP Customer Success EMEA	Drive customer goals, product utilization, and revenue expansion in EMEA region Ensure the engagement, success, retention, and growth of 360learning’s EMEA customers.	CSP Directors France (France, UK, Looop) Head of Professional Services Head of Support
CSP Director France	Ensure the renewal of French customers Provide the best customer experience	CSP Coaches (Mid, Large, Enterprise)
CSP Director UK	Ensure the renewal of UK and german customers Provide the best customer experience	CSPs in UK and Germany
CSP Director Looop	Keep Looop customers from leaving Upgrade them to 360 Learning.	Former Looop CSPs
Head of Professional Services	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	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