Client Success Manager

Job Description

*please note this a remote role that can be based anywhere*

The role of a Customer Success Manager is critical for the success of our learning programmes and customer outcomes - that's why we're taking time and effort to explain how to do the job well and who will be right fit for this role.

What’s important is that you’ll drive engagement, onboarding and outcomes from our client learning programmes with the intention to expand advocacy and establish long term relationships.  

You will provide insights on client-to-business interactions, improve customer experience through support, finding new ways of working, and constantly striving to delight our customers.  

Successful candidates must be social, analytical, possess an aptitude for learning and using new methods and software, and be able to communicate clearly and effectively.  

What You’ll Do 

Partner with our clients to deliver predictable outcomes and experiences for their clients and predictable growth for their business by: 

• Delivering and communicating ROI for our clients, throughout the learner intervention 

• Being the trusted partner for the customer on use-case and programme functionality 

• Being the voice of the customer when managing processes and delivering ‘best in class’ programmes. 

• Develop and manage client portfolios. Sustain business growth and profitability by maximizing value.  

• Analyze customer data to improve customer experience. Improve onboarding processes.  

• Help to find the right solutions for both the organisation and the client.

• Handle and resolve customer requests and complaints.  

• Minimize customer churn.  

• Aid in product design and product development. 

Qualifications

What we’re looking for 

• Impressive executive presence and communication abilities  

• Ability to create structure in ambiguous situations and design effective processes 

• Previous experience managing a portfolio of clients 

• Understanding of working with cross-functional teams (e.g. Sales, Product, Marketing, Services) 

• An understanding of the apprenticeship world from work or personal experience would be advantageous