Own strategic customer relationships including end-to-end stakeholder management by ensuring customer success as you drive activation, adoption and completion of courses of varied cohorts
Active communication management (with learners and other client stakeholders) to drive engagement and solve for potential friction points
Responsible for setting up, scaling and executing online value-added services (complementing the core online courses) across accounts
Develop programs to increase engagement by partnering with cross-functional teams like business development, design and special ops to facilitate learner success
Data analysis to ascertain cohort learning trends and patterns to initiate and lead systemic learner engagement campaigns
Curation of nudge strategy to drive day-to-day learner communication

Responsibilities

Excellent written, verbal and interpersonal communication skills with 12+ years of account management experience with demonstrated success in customer engagement, retention and issue resolution
Experience in the L&D domain is a plus
Strong sense of customer empathy and customer-centrism
Demonstrated analytical ability backed by creative thinking
Roll up your sleeves attitude to thrive in a highly dynamic environment
Self-driven with the ability to work with minimal directions

Director - Customer Success

Job Description