Job Ref: 213695142

Date: 2021-05-06 16:43:24

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Position: Client Success Manager
Location: Remote
Package : £30,000 – £45,000

For every education and training organisation, having the right Portfolio/LMS platform is one of the biggest decisions they make that effects the whole company. You need to make sure every user in your business is fully aware of how to access and navigate the platform, and it must fit the purpose and functionality of that business. Now, if like many providers do, you operate across multiple funded educations streams, Apprenticeships, AEB, Employability etc, then all have different requirements, levels of compliance and quality, so you need one that is able to suit all areas, and of course manage learner progression (ILRs).

So you know the deal, I say that because you've been here, your company is implementing, or changing to a new provider. Integration period can be quite strenuous and time consuming, you swap all the data, you get your staff trained, and then …… well exactly, you're left to it and expected to remember the whole functionality and solve issues yourself. Single handedly one of the biggest complaints of any portfolio system on the market is the after care support from the business.

So how about being part of the solution to this?

This is where you come in as a Client Success Manager. One business on the market aims to transform it's own relationships and status in the market to give it's clients best in class service and support, long after the sale and initial integration.

You will be the key point of contact for circa 50 Training & Education providers. These will range in size, so you'll have a few larger (key) accounts, and smaller providers to nurture and support.

In a sentence? You will ensure that they are able to get the very best out of the platform in line with their business needs.

So your days will vary; you may be onboarding a new provider and delivering training to it's staff (Training can and should be constant), you may be giving a refresher session to new starters of your client, you could be fixing and solving issues – they do happen! You could even be involved at a more strategic level demonstrating how your product can adapt and grow with the direction of provider and the ever changing market place of further education.

Now, I'm sorry to say, as much as this sounds like an Account Managers role, this is not what we are looking for. Sales/Account management is not the background we need.

You will be currently working within the further Education market, ideally with an ITP in Apprenticeships/Vocational learning. You've probably been a tutor/assessor, but are more likely to have progressed into quality/funding or compliance/ or even operations.
Essentially, you'll have worked in the environment of the clients you will be supporting in this role. You'll be able to speak their lingo, you'll have experienced the same situations they will face, and therefore offer first class service to them.

Kind of goes without saying you'll have to be good with being customer facing, be supportive, and be good with tech. If you've project managed or been involved with the implementation of an LMS/portfolio system into a previous employer then bingo! That's ideal.

Fancy a change, and being part of a solution this market is crying out for? Get in touch

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