Client Success Manager

2 weeks ago

Kensington, Australia Mentem Full time

Company Description

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?**
- **_ Shape Learning innovation:_** Help us evolve our learner strategy as we scale organisational development. Learner success is key to delivering results.
- **_ 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.
- **_ Opportunity to grow_**: We are a learning-driven organisation and have ambitious growth plans for our programs, our business and our people.
- **_ 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 Client success manager will manage the relationship with enterprise clients, ensuring world-class delivery to a small portfolio of clients typically within the financial services and / or government sectors. By proactively problem-solving, escalating issues where appropriate and acting as a client advocate you will resolve relationship issues as they arise and manage other client engagement tasks such as regular touchpoints to review learning program performance, learner analytics, helping to _
- Project manage delivery of Mentem learning programs
- Identifying and building relationships with key stakeholders
- Identifying related existing HR and L&D tools and practices and incorporating into our programs
- Problem solving key challenges related to organisational constraints, client culture, and learning implementation
- Driving client impact, including focusing on important issues and escalating blockers
- Monitor and maximise learner completion of programs
- Compiling and presenting progress and summary reports
- Advising the Learning Experience team on client needs and required iterations
- Collecting and securely managing client organisational and employee data
- Managing client handover and documentation
- Identifying further opportunities for client impact and scope further learning programs
- Understanding skills needed to execute client strategy
- Researching and synthesising future-of-work impacts on client organisations
- Making recommendations on priority skill uplift investments

**Qualifications**:

- Experience in customer / client success
- Experience with implementing and managing a customer success program from the ground up.
- Strong understanding of SaaS and technology..
- Smart, curious, and a good listener.
- High level of interpersonal skills, including strong verbal and written communication skills.
- ‘Can do’ attitude and excellent idea generation skills - be proactive and creative.
- Excellent organisational skills and strong attention to detail. The ability to self-manage and produce high quality outputs for both internal and external audiences.

**Bonus skills and experiences**
- Experience in managing enterprise sized clients and / or complex relationships
- Learning technology / HR Technology / CHRO relationships

Additional Information

We operate on a hybrid working model with 2 days in the office (Tuesdays and Thursdays)

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