Customer Experience Manager

About us

The NGO Training Centre is an innovative, industry leading online training institute based in Queensland, Australia. We currently offer online professional training for the Australian Disability Sector, with training solutions for all levels of employee, from disability support workers to Executive.

About the Role

Be an important and respected part of the NGO Training Centre and help us achieve our important mission to empower and support Disability Support Organisations through education solutions! As our new Customer Experience Manager, your role will serve as the liaison between our customers (Organisations), and the NGO Training Centre. 

Your role will be to develop long term relationships with our customers, and roll out our Customer Engagement Strategy successfully.  Our customers vary in size from organisations with 40 employees to 3,000 employees.

You will be working under the Head of Customer Experience and will be a valued member of our organisation.

Account Management responsibilities

• First and foremost, understand the customer and their training and development needs.
• Provide valuable information and insights aligned to the customers needs and the solutions the NGO Training Centre offers.
• Develop an in-depth knowledge of the NGO Training Centre’s products and value proposition.
• Develop an in-depth knowledge of the NGO Training Centre’s Learning Management System (LMS).
• Roll out the Customer Engagement strategy, including regular contacts with customers, analysis of their LMS usage and customer LMS training.
• Practicing excellent customer service.
• Renew our existing customers.
• Hold customer meetings (both virtual meetings and face-to-face meetings).
• Identify potential cross-sell and up-sell opportunities.
• Update our Customer Relationship Management (CRM) System Monday.com.
• Create customer stickiness through LMS usage and engagement.
• Provide regular renewal reporting of pipeline and accurate forecasts.
• Contribute to New Ideas register. 
• Work Closely with other teams within the NGO Training Centre to innovate and collaborate.

Essential Requirements 

• Strong B2B Customer Service Experience is essential ~ min 5 years
• Strong Emotional Intelligence, ability to understand and to relate to people easily 
• Strong IT skills and tech savvy ~ min 5 years
• Disability Sector experience desirable
• Learning Management system experience desirable
• Strong attention to details
• Strong organisational skills
• Self-motivated
• Solutions focused
• Confident  
• Professional presentation 
• Driven, self-managed and proven ability to work well autonomously 
• Coachable
• Flexible  
• Excellent communication skills 
• Strong Business Acumen
• L&D experience is ideal but not essential
• Applicants must be eligible to work in Australia and have permanent residency