Technical Success Manager

We enable greatness in people and organizations everywhere.”

FranklinCovey (NYSE: FC) is the workplace of choice for Achievers with Heart. We are one of the largest and most trusted leadership companies in the world, with directly owned and licensee partner offices in over 160 countries and territories. With more than 2,000 global associates, FranklinCovey transforms organizations by partnering with clients to build leaders, teams, and cultures that get breakthrough results through collective action. Our services and products are primarily delivered through our subscription offerings, which are comprised of the  FranklinCovey All Access Pass, which is primarily sold through our Enterprise Division, and the Leaderin Me membership, which is designed specifically for our Education Division. Enterprise clients include Fortune 100, Fortune 500, thousands of small and mid-sized businesses, and numerous government entities. FranklinCovey Education has shared our programs, books, and content with thousands of public and private primary, secondary, and post-secondary schools and institutions.

To learn more, visit franklincovey.com.

Title: Technology Success Manager

Division & Department: Enterprise Strategy Execution Practice

Status: Full-Time Exempt

Reports to: Director, Strategy Execution & Sales Performance Practice

Location: Remote – Anywhere in the contiguous US

Compensation: Anticipated compensation for this position is $105-115k* OTE split 80/20 between base/commission.

Job Summary 

We are seeking a dynamic and proactive Technology Success Representative (TSR) to play a pivotal role in ensuring that our 4 Disciplines of Execution clients are fully utilizing and benefiting from our proprietary technology solution. The TSR will work closely with clients to understand their business goals, troubleshoot issues, and ensure that they are leveraging our tools to achieve maximum success. This role combines customer service, technical support, and account management, ensuring client satisfaction and loyalty.

Essential Job Functions

Proactive Client Engagement & Advocacy:

• Regularly engage with clients to assess usage, identify pain points, and propose solutions to improve their experience and success with the platform.
• Act as a voice for the customer within the company.
• Ensure customer feedback is communicated effectively to product development and leadership teams to drive product enhancements.

Relationship & Account Management:

• Build and maintain strong, long-term relationships with clients. Ensure they view the company as a trusted partner in their success.
• Monitor customer satisfaction, identify upsell or cross-sell opportunities, and provide reports on client health to the customer success team.

Data & Analytics:

• Analyze product usage metrics to identify trends, opportunities for growth, or potential risks.
• Provide clients with actionable insights to help optimize their use of the platform.

Customer Support & Troubleshooting:

• Respond to client inquiries regarding product issues and technical concerns.
• Collaborate with the technical support team to ensure timely resolution.

Occasional travel for client and internal meetings, <6 times per year. 

Performance Metrics

• Subscription revenue retention 
• Client health score
  • XPS
  • License utilization 
  • Launch Stage Progress
  • Engagement 
• Adherence to client engagement process 

Basic Qualifications

• Associate’s degree or greater
• 3+ years of experience in a customer success, technical support, or account management role.

Preferred Skills & Experience

• 2+ years of experience in a client-facing role in the tech industry
• Strong understanding of software-as-a-service (SaaS) platforms and other technology solutions.
• Excellent communication and presentation skills, with the ability to engage and influence stakeholders at all levels.

• Ability to influence renewal and expansion opportunities by identifying, validating, and positioning expansion of subscription or service sales.
• Ability to deliver effective and engaging presentations both virtually and in-person.

• Proficient with Zoom, Teams, PowerPoint, and Outlook applications and comfortable with continuous learning of new technology and functionality.
• Demonstrated ability to manage multiple projects and priorities, strategic and tactical, simultaneously while maintaining attention to detail.
• Client-centric approach with a passion for delivering exceptional service and support.
• Experience facilitating training programs of any type in a corporate setting.
• Experience working in a subscription environment.
• Use of Salesforce or other CRM software and SharePoint.
• Problem-solving mindset with excellent attention to detail.
• Proactive and self-motivated with a passion for helping clients succeed.
• FranklinCovey 4DX Platform client admin or facilitator experience.
• Sales or Customer Success Manager experience.

Benefits include medical, dental, and vision insurance, HSA, employee stock purchasing program, 401(k), paid time off, holiday pay, and more. Please visit https://franklincoveybenefits.com/ for details.

*Actual offer may be outside of this range and will be determined by education, experience, knowledge, skills, and abilities, as well as geographic location, internal equity and alignment with market data.

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