Client Success Manager

Company Description
Our Mission: Secure 500,000 jobs by 2030
https://www.youtube.com/watch?v=a3zUZteNg9U&
Mentem by UNSW is a business founded by the University of New South Wales - we bring together digital product technology, the cutting-edge of adult learning and university subject-matter expertise to solve the future-of-work challenges facing organisations and individuals.
We’re not just another learning provider, we deliver results by providing solutions to upskill, cross-skill and re-skill the workforce of today for the challenges of tomorrow.
Why join us?

• Shape Learning innovation: Help us evolve our learner strategy as we scale organisational development. Learner success is key to delivering results.
• Help Clients & Learners thrive: Working as part of the Client Success team, making a difference to people’s lives and help learners reach their full potential.
• Opportunity to grow: We are a learning-driven organisation and have ambitious growth plans for our programs, our business and our people.
• Flexible and inclusive culture: Enjoy our flexible workplace with hybrid working arrangements and diverse, inclusive team. Collaborate directly with experts in learning design, client development, Client Success, strategy and operations.

Job Description
The Client Success Manager will manage the relationship with enterprise clients, ensuring world-class delivery to a small portfolio of clients typically within the financial services and / or government sectors. By proactively problem-solving, escalating issues where appropriate and acting as a client advocate you will resolve relationship issues as they arise and manage other client engagement tasks such as regular touchpoints to review learning program performance, learner analytics, helping to

• Project manage delivery of Mentem learning programs
• Identifying and building relationships with key stakeholders
• Identifying related existing HR and L&D tools and practices and incorporating into our programs
• Problem solving key challenges related to organisational constraints, client culture, and learning implementation
• Driving client impact, including focusing on important issues and escalating blockers
• Monitor and maximise learner completion of programs
• Compiling and presenting progress and summary reports
• Advising the Learning Experience team on client needs and required iterations
• Collecting and securely managing client organisational and employee data
• Managing client handover and documentation
• Identifying further opportunities for client impact and scope further learning programs
• Understanding skills needed to execute client strategy
• Researching and synthesising future-of-work impacts on client organisations
• Making recommendations on priority skill uplift investments

Qualifications

• Experience in customer / Client Success
• Experience with implementing and managing a customer success program from the ground up.
• Strong understanding of SaaS and technology..
• Smart, curious, and a good listener.
• High level of interpersonal skills, including strong verbal and written communication skills.
• ‘Can do’ attitude and excellent idea generation skills – be proactive and creative.
• Excellent organisational skills and strong attention to detail. The ability to self-manage and produce high quality outputs for both internal and external audiences.

Bonus skills and experiences

• Experience in managing enterprise sized clients and / or complex relationships
• Learning technology / HR Technology / CHRO relationships

Additional Information
We operate on a hybrid working model with 2 days in the office (Tuesdays and Thursdays)