Client Success Manager

Summary

Join Learnlight, an EdTech company, as a Client Success Manager working remotely! You will build strong client relationships, implement training programs, manage client data in Dynamics, and handle escalations. Responsibilities include tracking key metrics, ensuring timely billing and renewals, and identifying upselling opportunities. This role requires advanced French and English proficiency, exceptional communication skills, client-centricity, and technology agility. Learnlight offers a work-life balance with remote work, generous paid time off, and professional development opportunities.

Requirements

• Advanced proficiency in both French and English languages
• Exceptional ability to communicate (internally and externally) and foster positive business relations
• Be client-centric and have the ability to adapt to different client profiles, including managing difficult conversations
• Demonstrate agility and autonomy with technology (Dynamics, Learnlight platform etc.)
• Working proficiency in Microsoft Office 365

Responsibilities

• Develop a strong relationship with clients, serving as the primary point of contact throughout the program
• Lead the implementation of programs, including client onboarding, product training, and webinars
• Ensure all key client data is tracked in systems and manage learner performance through key metrics in Dynamics
• Agree with clients on reporting needs, communication plans, objectives, and program requirements
• Serve as the primary contact for client escalations from the Learner Success Managment (LSM) team, handling complaints with appropriate solutions within SLA timelines
• Update client information in systems and create platform contracts with agreed conditions, ensuring necessary data is transferred to relevant departments for program launch
• Deliver agreed reports and track KPIs such as attendance, completion, and satisfaction
• Collaborate with Finance to ensure billing is accurate and timely
• Ensure timely program renewals, monitor customer satisfaction at program closure, and support Sales in contract renewals
• Identify opportunities for upselling or new product development

Benefits

• Remote work from home culture, with options to collaborate with colleagues in regional offices (if applicable)
• Generous paid time off including public and personal holidays and two company-wide days off per year to recharge
• Access to language learning, masterclasses and professional development opportunities with a culture of coaching and constructive feedback
• Virtual wellbeing sessions, team-building activities and informal social clubs
• Regular updates on our internal networking platform
• Our Intercultural Assessment provides valuable insights to help you build collaboration across diverse cultures
• Earn a bonus by referring talented professionals to join Learnlight through our referral program (conditions apply)