Fuse Universal learning management system
Fuse is a modern learning, knowledge and communications platform, designed to support continuous, social, blended and mobile learning. Fuse integrates seamlessly into a company’s existing infrastructure or adds the modern elements that legacy platforms need to fully engage their communities.
Fuse is a modern learning, knowledge and communications platform, designed to support continuous, social, blended and mobile learning. Fuse integrates seamlessly into a company’s existing infrastructure or adds the modern elements that legacy platforms need to fully engage their communities.
About Us
Fuse is a fast growing, vibrant tech company based in the buzzing heart of London’s tech hub - Shoreditch. Creators of a truly disruptive technology that is redefining the way people and organisations learn and communicate. With 100+ UK organisations already on board and 25 global 500s, we’re expanding at a phenomenal pace. This is an opportunity to join at an early stage and come with us on an amazing journey. Fuse’s team is the best of the best.
The Role
Fuse is looking for a lively, energetic and experienced Customer Success Manager to help us take our existing and new clients onto the next level in their journey into the new world of learning, with the Fuse platform as its charger.
This role will be the pivotal role in expanding current client usage, account satisfaction and in ensuring that new clients and partners receive the best possible customer experience. You will be the face of Fuse into our clients, becoming their Fuse partner & being the central communication point between our customers and the multitude of creative teams within Fuse including fuse platform product owners, videographers, animators, interactive video experts, learning architects, as well as our customer support and customer service teams to ensure that their usage of Fuse achieves its true potential and that clients accomplish and surpass their Fuse usage goals.
You will work alongside all other teams in Fuse and call upon the expertise within the organisation to understand client goals and align resources and understanding to the meeting of these. This extremely exciting role will see you working with the product team to scope and provide new Fuse functionality, The implementation team to ensure that Fuse works for your clients, the learning services team to educate your clients and provide strategic insight and the Customer service team to ensure that client issues are resolved in the most timely and professional manner.
You will:
Advocate
You will be the client advocate within Fuse ensuring that your clients voices are heard and that you can call on the specialist resource within Fuse to support your clients and their vision - You will drive your clients success by being their voice within Fuse.
Educate
You will work alongside the learning services team to ensure your clients fully understand Fuse and the Fuse philosophies and can utilise both strategy and functionalities to achieve their goals. You will be able to pin point and support your clients in their Fuse training needs to ensure they are able to achieve greatness.
Enable
You will work with clients in life to set and achieve KPI’s to enable them to show business value to their organisation and provide data to reference and show how Fuse is being used. You will enable your clients by sharing best practice and collaborating with other CSM’s to ensure that new insights and best practices are shared across clients for the benefit of all.
Evaluate
You will understand and evaluate the data of usage provided by Fuse to allow your clients to understand how learners are using their site - what’s driving engagement and how functionality is being used. This Evaluation will allow your clients to enhance what is going well at the same time as combatting any arising issues. The insight will also be fed into the product team to ensure ongoing functionality improvements can be made.
Evolve
You will work with your clients to grow their usage of Fuse across their organisation. You will help clients to identify new areas for using or expanding their usage of Fuse functionalities; current or new. You will identify opportunities to use other Fuse services such as programme redesign and content offerings.
YOU
You will be a highly organised and collaborative individual with 3+ years of experience working within a Customer Success role or the ability to reference skills from other roles. You will be confident and charismatic with the ability to work with clients to understand their vision for the future of learning and to articulate how Fuse can achieve this vision. You will be a great communicator with a track record of delivering client projects which surpass the expectations of your clients.
Key Skills
Exceptional verbal and written communication skills
Highly Organised
Exceptional customer and client experience focus
Project Planning (d)
Ability to lead a team towards solutions
Understanding of Learning and development and the use of Learning technologies in businesses.
Influencing skills
Understanding and ability to apply Data analysis techniques
Online community engagement skills (d)
Commercial awareness and sales skills
Responsibilities
To own the happiness of your account and ensure they become advocates of Fuse
To own resolution of all client issues
To become the trusted Face of Fuse within your clients
To provide data led insight for your clients
To highlight and fill any knowledge gaps within your clients pertaining to the use of Fuse
To lead engagement planning in order to maximise your clients usage of Fuse
Key Relationships
Learning Architects
You’ll work directly with the Fuse learning Architects to ensure that clients understand and can use all Fuse philosophies and that engagement plans are in place to meet your clients vision of Fuse
Customer Success Managers
You’ll work closely with other CSM’s to ensure that best practice and insights are shared across clients.
Implementation team
You will interface with the implementation team to ensure that the implementation of Fuse runs smoothly and that the site build meets the aims and objectives of the client organisation.
Sales
You will interface with Sales from contracts being signed in order that you become the face of Fuse and understand fully what they client has bought, their reasons for purchase and that the engagement strategies align to this. You will also interface with Sales should any new revenue creating opportunities be identified.
Product team
You will interface with the product team to ensure that any new functionality requests are scoped correctly and delivered to scope in an agreed timeframe.
Project office
You will interface with the project office to agree work package resources, timings and project milestones. You will also work with the project office in order to produce client facing project plans and status reports.
Customer Services Desk
You will interface with the customer services and support desk to ensure the swift resolution of any client issues be these Functionality or understanding related.
Fuse is a fast growing, vibrant tech company based in the buzzing heart of London’s tech hub - Shoreditch. Creators of a truly disruptive technology that is redefining the way people and organisations learn and communicate. With 100+ UK organisations already on board and 25 global 500s, we’re expanding at a phenomenal pace. This is an opportunity to join at an early stage and come with us on an amazing journey. Fuse’s team is the best of the best.
The Role
Fuse is looking for a lively, energetic and experienced Customer Success Manager to help us take our existing and new clients onto the next level in their journey into the new world of learning, with the Fuse platform as its charger.
This role will be the pivotal role in expanding current client usage, account satisfaction and in ensuring that new clients and partners receive the best possible customer experience. You will be the face of Fuse into our clients, becoming their Fuse partner & being the central communication point between our customers and the multitude of creative teams within Fuse including fuse platform product owners, videographers, animators, interactive video experts, learning architects, as well as our customer support and customer service teams to ensure that their usage of Fuse achieves its true potential and that clients accomplish and surpass their Fuse usage goals.
You will work alongside all other teams in Fuse and call upon the expertise within the organisation to understand client goals and align resources and understanding to the meeting of these. This extremely exciting role will see you working with the product team to scope and provide new Fuse functionality, The implementation team to ensure that Fuse works for your clients, the learning services team to educate your clients and provide strategic insight and the Customer service team to ensure that client issues are resolved in the most timely and professional manner.
You will:
Advocate
You will be the client advocate within Fuse ensuring that your clients voices are heard and that you can call on the specialist resource within Fuse to support your clients and their vision - You will drive your clients success by being their voice within Fuse.
Educate
You will work alongside the learning services team to ensure your clients fully understand Fuse and the Fuse philosophies and can utilise both strategy and functionalities to achieve their goals. You will be able to pin point and support your clients in their Fuse training needs to ensure they are able to achieve greatness.
Enable
You will work with clients in life to set and achieve KPI’s to enable them to show business value to their organisation and provide data to reference and show how Fuse is being used. You will enable your clients by sharing best practice and collaborating with other CSM’s to ensure that new insights and best practices are shared across clients for the benefit of all.
Evaluate
You will understand and evaluate the data of usage provided by Fuse to allow your clients to understand how learners are using their site - what’s driving engagement and how functionality is being used. This Evaluation will allow your clients to enhance what is going well at the same time as combatting any arising issues. The insight will also be fed into the product team to ensure ongoing functionality improvements can be made.
Evolve
You will work with your clients to grow their usage of Fuse across their organisation. You will help clients to identify new areas for using or expanding their usage of Fuse functionalities; current or new. You will identify opportunities to use other Fuse services such as programme redesign and content offerings.
YOU
You will be a highly organised and collaborative individual with 3+ years of experience working within a Customer Success role or the ability to reference skills from other roles. You will be confident and charismatic with the ability to work with clients to understand their vision for the future of learning and to articulate how Fuse can achieve this vision. You will be a great communicator with a track record of delivering client projects which surpass the expectations of your clients.
Key Skills
Exceptional verbal and written communication skills
Highly Organised
Exceptional customer and client experience focus
Project Planning (d)
Ability to lead a team towards solutions
Understanding of Learning and development and the use of Learning technologies in businesses.
Influencing skills
Understanding and ability to apply Data analysis techniques
Online community engagement skills (d)
Commercial awareness and sales skills
Responsibilities
To own the happiness of your account and ensure they become advocates of Fuse
To own resolution of all client issues
To become the trusted Face of Fuse within your clients
To provide data led insight for your clients
To highlight and fill any knowledge gaps within your clients pertaining to the use of Fuse
To lead engagement planning in order to maximise your clients usage of Fuse
Key Relationships
Learning Architects
You’ll work directly with the Fuse learning Architects to ensure that clients understand and can use all Fuse philosophies and that engagement plans are in place to meet your clients vision of Fuse
Customer Success Managers
You’ll work closely with other CSM’s to ensure that best practice and insights are shared across clients.
Implementation team
You will interface with the implementation team to ensure that the implementation of Fuse runs smoothly and that the site build meets the aims and objectives of the client organisation.
Sales
You will interface with Sales from contracts being signed in order that you become the face of Fuse and understand fully what they client has bought, their reasons for purchase and that the engagement strategies align to this. You will also interface with Sales should any new revenue creating opportunities be identified.
Product team
You will interface with the product team to ensure that any new functionality requests are scoped correctly and delivered to scope in an agreed timeframe.
Project office
You will interface with the project office to agree work package resources, timings and project milestones. You will also work with the project office in order to produce client facing project plans and status reports.
Customer Services Desk
You will interface with the customer services and support desk to ensure the swift resolution of any client issues be these Functionality or understanding related.
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