Client Success Manager

• *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.

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