Ideally French speaking
Salary - £60k - £70k, plus a £5k annual performance bonus.
THE ROLE - MISSION
Reporting to the Head of Consultancy and Success. The role of the Sales Performance Consultant (SPC) is to understand this company's client's needs and use your knowledge of our client's product, frameworks, and technology to design and implement a learning strategy that enables the end client to achieve their objectives and maximise the value of their investment.
You will establish a deep understanding of the client's needs so you can collaboratively create a learning strategy that will embed learning and drive impact and ROI. You will establish trusted advisor relationships with senior client stakeholders to identify new opportunities, ensure the solutions are successful and they are satisfied with the experience they receive to ultimately improve customer lifetime value and add value through playing a key role in driving long term relationships with clients.
You will work with the end company and our client's internal teams to measure application of our client's key tools, drive adoption, embedding and impact of the solution, as well as ensure clients are successfully onboarded and receive a positive experience, driving growth for our client through renewals and expansion.
THE ROLE - RESPONSIBILITIES
CLIENT RELATIONSHIP
- Maintain a deep understanding of our client's solutions and content and educate customers about the most relevant solution for their specific business needs and identify new opportunities to add value.
- Build deep customer intimacy and own key stakeholder relationships, sharing observations and insights derived from measurement data and its analysis;
- Collaborate with the cross functional groups across our client to further develop customer relationships and ensure customers are realizing the most possible value from their investment whist ensuring margins are protected.
- Proactively drive communication with clients to enable future thinking around product / sector /client.
- Build deep customer intimacy through SME calls with key stakeholders to ensure our client understands customer strategy and challenges they face on an ongoing basis to enable proactive recommendations throughout the lifecycle of the customer.
- Oversee application of assessment tools, where required. Work with Product Manager Change & Enablement to identify product improvements where necessary.
- Manage and deliver a learner strategy that drives change;
- Support customer ongoing needs (based on customer strategy or change to needs) with recommendations on which programmes / modules / 5Cs focus areas
- Where needed work with our client's design team to contextualise materials
- Be responsible for creation of faculty briefing pack, support selection and onboarding of the faculty - ensuring they are the right fit and have the understanding of the customer and any key information they need.
- Focus on successful implementation of solutions, change management consultancy to support application and embedding, leading a positive customer experience, and maintaining /growing revenue renewals and net retention improvements;
- Define and optimise customer lifecycle by driving programmes and initiatives to improve engagement approaches and lead a culture of continuous improvement;
- Drive customer outcomes, solution application and experience
o Reduce churn & drive new business growth through advocacy and reference ability – measured against specific customer KPIs.
o Create and own measurement scorecard for each customer.
- Proactively ask for testimonials, referrals, create success stories and apply for industry awards when the right opportunity arises.
- Must be UK based and ( ideally ) business French speaking.
- Strong client-facing commercial background in either (or both) B2B sales and B2C Services (ideally SaaS)
- Track record of engaging personally with customers in a consulting or design/delivery role
- Gravitas and a strong presence in sales (or service) as a profession and ability to converse at a senior level, having ideally been in sales, sales leadership, CX, general management, etc.
- Proven experience in driving solution application and embedding and leveraging best practices;
- Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning;
- Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity;
- Able to collaborate across organisation and with external stakeholders;
- Holds strong operational skills that will drive organisational efficiencies and customer satisfaction;
- Strong emotional intelligence;
- Understanding of learning in fast-paced corporate environments and a track record of working to tight deadlines, accurately and sensitively;
- Strong problem-solving, time management and organisation skills;
- Flexibility to adapt with demands of the business;
- Excellent verbal and written communication skills;
- A self-starter, curious and never standing still, keeping your customers and internal teams focused on what matters;
- Open to constructive feedback and sharing your expertise with internal teams.
