Client Onboarding & Implementation

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  Manage the on boarding process for new clients, ensuring a seamless implementation.
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  Understand client objectives and align learning solutions with their business needs.
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  Coordinate with internal teams to deliver successful implementations.

Customer Relationship Management

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  Build and maintain strong, long-term relationships with key stakeholders.
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  Act as the primary point of contact for assigned accounts.
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  Conduct regular business reviews and customer check-ins.

Customer Success & Retention

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  Monitor customer adoption and engagement.
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  Identify churn risks and implement retention strategies.
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  Drive customer renewals.
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  Identify up selling and cross-selling opportunities in collaboration with the Sales team.

Customer Advocacy

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  Gather customer feedback and communicate insights to internal teams.
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  Develop customer success stories, testimonials, and referrals.

Reporting

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  Maintain accurate customer records within the CRM system.
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  Track customer success metrics including:
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  Customer Satisfaction (CSAT).
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  Net Promoter Score (NPS).
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  Retention.
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  Renewals.
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  Provide management with customer health and engagement reports.

Requirements

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  Bachelor's Degree in Business Administration, Marketing, Education, or a related field.
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  2–5 years' experience in:
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  Customer Success
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  Account Management
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  Client Services
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  Experience within the Learning, EdTech, or SaaS industry is highly advantageous.
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  Experience working with:
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  CRM systems
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  Learning Management Systems (LMS)
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  E-learning platforms
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  Training programme delivery environments.
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  Excellent communication and interpersonal skills.
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  Strong relationship-building ability.
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  Customer-centric mindset.
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  Analytical and solution-oriented.
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  Strong stakeholder management.
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  Excellent presentation and facilitation skills.
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  Ability to thrive in a fast-paced, high-volume environment.
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  Highly organised with excellent attention to detail.
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  Commercially aware with a proactive approach to customer success.