Senior Manager, Onboarding and Adoption

Summary

Join our Learning Management System company as a Customer Success Manager. Responsible for creating processes that maintain engaged customers, providing senior level support to team members, adoption, education, onboarding, and managing day-to-day operations. Requires extensive knowledge of Learning Management Systems, relevant tertiary qualification or equivalent commercial experience, at least 2+ years in a client facing role, at least 1+ years in a management role, strong communication skills, fluency in English, passion for customer satisfaction, problem solving skills, interpersonal skills, ability to work in teams, and exceptional listening and oral communication. Multi-lingual (Spanish, Portuguese) is a plus.

Requirements

• Extensive knowledge of Learning Management Systems (in particular Moodle)
• Relevant tertiary qualification such as a Bachelor of Arts or Science degree, or equivalent commercial experience
• At least 2+ years experience in a client facing role
• At least 1+ years experience in a management role
• Strong written and verbal communication skills
• Fluent written and spoken English
• Passionate about customer satisfaction
• Demonstrated problem solving skills and ability to multi-task with frequent interruptions
• A general understanding of technical elements of support function
• Excellent interpersonal skills and ability to work in teams
• Exceptional listening, written and oral communication
• Ability to work with minimal supervision
• Customer focused with an understanding that both internal and external customers require you to meet their needs in a professional and understanding manner

Responsibilities

• Creating and implementing processes that will allow us to maintain engaged, educated customers
• Providing senior level support to team members
• Implement a communication plan for clients and enable the Adoption team to enact this plan
• Implement a client health ranking process and an associated communication plan related to rankings
• Maintain assignment of specific strategic clients to Adoption managers and work with Adoption managers to coordinate retention efforts of those clients
• Establish goals, standards and set expectations of performance and practices within the Adoption team
• Project manage client transitions between products (provisional responsibility)
• Develop and curate content to present to customer base
• Coordinate with Community Initiatives Manager to ensure effective advertising of education initiatives
• Curate the Client Community site and work with the team to foster useful dialogue on that site
• Lead the Adoption and Education team that delivers product education and training to clients
• Oversee the development and delivery of training, ensuring it meets client’s needs and drive adoption
• Manage the Onboarding process and team execution end to end - from the point a customer signs a contract for service until they are fully live and transitioned to support
• Conduct calls with onboarding project managers to ensure project timelines are on track, understand needs, and ensure milestones are progressing
• Work with the Solutions Architect team to create the project SOW and Project Plan and ensure sign-off from customer and internal stakeholders before proceeding with onboarding project
• Recognize critical red flags in client expectations and involve appropriate team members to evaluate and determine the best course of action
• Oversee the day-to-day operations of team and provide leadership to its team members
• Monitor work queues and balance team members workload to ensure productivity and quality standards
• Communicate between regions and assist in coordinating activities across multiple departments
• Review and report metrics and capacity planning to the Senior Director. Analyze metrics to identify areas for improvement
• Collect and provide product feedback to the product team
• Organize and schedule team resources to ensure adequate coverage for all projects
• Conduct one-on-one meetings with direct reports as well as lead recurring team meetings
• Serve as an escalation point for customer issues where necessary
• Guide and coach direct reports; give feedback and assess development, address employee issues; conduct employee performance appraisals

Preferred Qualifications

Multi-lingual (Spanish, Portuguese)