Are you a dynamic leader passionate about delivering outstanding customer service? This is an exciting opportunity to join a forward-thinking organisation that specialises in providing innovative learning and development solutions. As a CSM, you will play a pivotal role in ensuring client satisfaction, driving engagement, and supporting business growth through expert consultancy and exceptional service delivery. This hybrid role requires occasional travel to their South-West office, frequency dependant on your location.
Stand out from other candidates, with the LPI’s Capability Map see how
Responsibilities
- Lead the implementation of new client projects within existing contracts, acting as the main point of contact for internal and external stakeholders
- Manage client relationships, ensuring high engagement and successful adoption of learning solutions
- Oversee service delivery, ensuring that contractual Service Level Agreements (SLAs) are met and that any potential risks or issues are proactively managed
- Analyse client data to identify trends and provide strategic recommendations to enhance engagement and retention
- Act as a subject matter expert across the organisation’s full range of services and solutions, identifying opportunities for upselling where appropriate
- Provide leadership and coaching to a team, fostering a high-performance and client-centric culture
- Drive process improvements and share best practices to enhance service efficiency and effectiveness
- Manage budgets and revenue reporting to support financial performance objectives
- Support recruitment and succession planning within the team, ensuring continued development and growth
Skills
- Strong interpersonal and communication skills, with the ability to engage effectively with senior stakeholders
- Commercial awareness with the ability to contribute to financial and operational objectives
- Ability to work in a fast-paced environment, managing multiple priorities effectively
- Strong analytical and problem-solving skills, with a data-driven approach to decision-making
Experience
- Demonstrable people management experience, including mentoring and coaching
- Customer success experience with learning platforms or technology is highly desirable
- B2B SaaS experience is a crucial element
- Previous experience of working to SLAs and KPIs
Education
- Any related qualifications are desirable but not essential
Apply now
Your recruiter
Barney Heath
Barney is a dedicated recruiter, who is enthusiastic and meticulous in his approach. Barney recruits for roles across L&D, with a particular focus on learning technologies roles. If you need to speak with a recruiter about learning tech roles, Barney’s the one to call.
Talk to Barney Heath
