Learner Success Manager
2 weeks ago
We're not just another learning provider, we deliver results by providing solutions to upskill, cross-skill and re-skill the workforce of today for the challenges of tomorrow.
_ Our Mission:
Secure 500,000 jobs by 2030_
Why join us?
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_ Shape Learning innovation:_ Help us evolve our learner strategy as we scale organisational development. Learner success is key to delivering results.
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_ Help Clients & Learners thrive_: Working as part of the Client Success team, making a difference to people's lives and help learners reach their full potential.
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_ Opportunity to grow_: We are a learning-driven organisation and have ambitious growth plans for our programs, our business and our people.
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_ Flexible and inclusive culture_: Enjoy our flexible workplace with hybrid working arrangements and diverse, inclusive team. Collaborate directly with experts in learning design, client development, client success, strategy and operations.
Job Description:
- The Learning Success Manager will respond to and solve customer requirements, as well as implement continuous improvement strategies across the business. You will work with our team of Customer Success Managers to ensure there is timely and appropriate responses provided to customer requests and provide ongoing client support._
Key activities
- Be the first point of contact for all learner support, triaging and escalating to the appropriate contact as needed.
- Support the Client relationship Managers to identify and implement new ideas and strategies to better support our clients and learners.
- Have an understanding of customer metrics and work with CSM's to ensure customers are engaged with proactively.
- Maintain customer data in relevant systems to ensure a thorough, accurate and consistent record for each customer exists. This includes but is not limited to communication, opportunity management, and meeting reporting.
- Liaise with clients to ensure learner records and operational data is kept accurate and up to date.
- Process enrolment information and update the learner database, confirm correct paperwork has been received including invoices, any assessment/academic paperwork, learner details including address, contact details and signatures where required.
- Ensure relevant badges and certifications are issued as appropriate, and maintain accurate records of all issued badges and associated RPL.
- Work with the customer success team to enhance our clients experience and increase wider adoption of programmes within the organisation.
- Constantly look for better ways of solving customer needs; be excited at challenging the "normal" way of doing things.
- Work alongside the Client Success team to create training content on our courses and offerings as needed.
Qualifications:
- Experience in Customer Support
- High level of interpersonal skills, including strong verbal and written communication skills.
- Excellent organisational skills and strong attention to detail. The ability to selfmanage and produce high quality outputs for both internal and external audiences.
- Excellent time management skills. Courses are often highly time sensitive and support turnaround times are paramount to our client experience.
Bonus skills and experiences
- Tertiary qualification (especially in the fields of Education, Business, Administration, Project Management) is desirable
- Good working knowledge of Microsoft office suite.
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