Purpose:
The principal purpose of the Client Success Manager is building relationships with clients, implementing new programs, providing ongoing support to our clients, and networking with them.
The Client Success Manager will serve clients with program design, quality management, and reporting. They will also support business growth and profitability by maximizing program value.
On a day-to-day basis, the Client Success Manager ensures the high quality of program setup and training delivery. They need to have ongoing communication with client decision-makers throughout the training program and coordinate with Learner Success Management and other departments so that we meet training objectives and expectations and ensure client retention.
Responsibilities:
Client Support:
· Build strong client relationships as the main point of contact.
· Implement programs, onboard new clients, and provide product training.
· Track key client data and manage learner performance.
· Agree on reporting, communication, objectives, and program requirements.
· Handle client escalations and complaints within SLA.
Program Setup:
· Maintain client information and create platform contracts.
· Update and manage learners on our platform.
· Transfer necessary information to relevant departments for program launch.
Program Follow-up and Reporting
· Deliver reports as per Terms & Conditions.
· Make recommendations based on program data.
· Track KPIs and manage documentation.
· Ensure accurate billing and work on contractual changes.
Program Renewal:
· Ensure timely program renewals.
· Compile customer satisfaction reports.
· Support Sales in client contract renewals.
· Identify opportunities for sales growth or new products/services.
Skills
· French level - Advanced
· English level - B2 or higher
· Working proficiency in Microsoft Office 365
Education & Experience
· Demonstrated experience working in a similar role or customer support.
Details
· Location: Home-based
· Schedule: +/- 1 hour CET
· Contract: Full-time
