Client Success Specialist – Australia in Brisbane, Australia

“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 Leader in 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: Client Success Specialist

Status: Full-Time

Compensation: $93- $117K AUD (includes base plus bonus)*

Location: This is a fully remote position with 100% work from home

• Are you passionate about supporting clients and having an impact?

• Do you have solid Education or L&D experience and enjoy being a trusted advisor?

• Want to build long term relationships to help clients succeed and grow?

Job Summary

We are seeking a dynamic and proactive Client Success Specialist to join our team in ANZ. The ideal candidate will be passionate about client satisfaction and success, with a deep understanding of, and experience working in, education, or the learning and development industry or similar field. As a Client Success Specialist, you will be responsible for ensuring the client derives maximum value from our content, technology, and services, and for renewing, expanding and growing after sales client accounts.

Essential Job Functions

• Onboarding new clients effectively, ensuring a smooth transition and rapid time to first value.

• Provide orientation to the All Access Pass subscription elements.

• Conduct discovery to confirm desired results and understand the learning environment, learner profile, and program timeline.

• Advocate solutions by aligning relevant content, technology, and services and clearly outline a compelling and feasible implementation strategy.

• Provide training, tools, templates, and guidance to support client launch and learner engagement.

• Build strong client relationships focused on driving results and demonstrating value.

• Conduct regular business reviews to review performance metrics, gather feedback, and identify opportunities for other subscription utilization and expansion.

• Facilitate discovery and solutioning to design implementation strategies for new/additional learning programs and learner populations.

• Serve as a strategic thought partner for the client, responding to client requests and questions and proactively sharing best practices.

• Coordinate with internal teams (sales, services, product, and tech support) and advocate for client needs and issue resolution.

• Ensure client expansions and renewals

• Explore and influence renewal and expansion opportunities by demonstrating the value of the subscription and identifying upsell/cross-sell opportunities.

• Monitor client health and engagement to proactively identify and address potential issues before they impact satisfaction.

Key Measures

• Client subscription renewal and expansion, client retention, ideally at 110%

• Client utilisation of All Access Pass content, people services, and technology

• Successful partnership with the integrated account team

Basic Qualifications

• 5+ years of experience in the design and administration of education/corporate learning and/or leadership development programs.

• 2+ years of upselling and cross-selling solutions to clients

Preferred Skills & Experience

• 2+ years of experience supporting clients or similarly functioning position within the Education or learning and development sector.

• Excellent communication with the ability to engage and influence stakeholders at all levels.

• Ability to deliver effective and engaging presentations virtually.

• 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.

• Knowledge of FranklinCovey content.

• Experience facilitating training programs of any type in a corporate setting.

• Familiarity with adult learning methodologies.

• Experience working in a subscription environment.

• Use of Salesforce or other CRM software and SharePoint.

• FranklinCovey client admin or facilitator experience.

• Coaching or consulting experience or certification.

*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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Unless otherwise noted, applications will be accepted for a minimum of three (3) days from the initial published date on the FranklinCovey job board, but the posting may close at any time after the specified duration.

Employer Information

Please visit franklincoveybenefits.com for a complete US benefits overview. Benefits may include medical, dental, or vision insurance, HSA, PTO, 401(k), holiday pay, employee stock purchasing options, or other benefits. To determine status eligibility, visit https://franklincoveybenefits.com/enroll/ .

For an overview of our Interview Process, please visit https://franklincovey.com/careers/working-at-franklincovey/ .

FranklinCovey is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Please visit https://www.franklincovey.com/careers/notices-and-provisions/ for our full Equal Employment Opportunity policies and Notice and Pay Transparency Nondiscrimination Provision.

Direct Reasonable Accommodation requests toaccommodations@franklincovey.com.

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