Client Success Support
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Learnlight
πRemote - Serbia
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Job highlights
Summary
Join Learnlight, an EdTech company, as a Client Success Support, working remotely full-time and reporting to the Regional Head of Client Success Management. You will build strong client relationships, implement programs, manage learner performance, handle escalations, update client information, deliver reports, and collaborate with other teams. This role requires advanced English proficiency, strong communication skills, client-centricity, and technology proficiency. Learnlight offers a remote work culture, generous paid time off, professional development opportunities, and various community events and benefits.
Requirements
- Advanced proficiency in English language
- 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 (advanced Excel and Power Point skills)
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
Preferred Qualifications
Proficiency in any additional language
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)
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