We are seeking a Client Success Manager with experience in the Learning & Development space to manage and grow our most complex and strategic client relationships. This role requires a dynamic individual skilled in relationship-building, strategic consulting, and project management to ensure our clients’ training programs are designed, developed, and implemented with the highest quality. The Client Success Manager will liaise between our clients and our instructional design and software development teams, leading efforts to deliver training solutions that meet and exceed client expectations.
Key Responsibilities
Client Relationship Management
- Serve as the primary point of contact for assigned clients, building long-term partnerships and maintaining regular communication to ensure satisfaction.
- Gain a thorough understanding of client’s business goals, company culture, and training objectives to anticipate and meet their needs.
- Conduct regular account reviews and status updates to gather feedback, address concerns, and identify opportunities for added value.
Strategic Consultation and Program Design
- Engage in high-level discussions with clients to define the training program’s scope, architecture, and strategic alignment with business objectives.
- Provide guidance on program structure, format, and learning methodologies, aligning with client goals and industry best practices.
Project Coordination and Oversight
- Work closely with our creative and systems teams to coordinate the design, development, and delivery of custom training solutions.
- Build detailed project plans and 3nsure project timelines, deliverables, and quality standards are met by effectively managing schedules, workflows, and resources.
- Monitor project progress and troubleshoot potential challenges, keeping clients and teams informed of updates or adjustments.
Quality Assurance and Client Advocacy
- Review deliverables to ensure they meet client and internal quality, effectiveness, and relevance standards.
- Act as the client’s advocate within the company, aligning program development efforts to client requirements and expectations.
Business Development
- Identify opportunities to expand service offerings based on client needs.
- Collaborate with the sales teams to create proposals for additional projects, ensuring alignment with client priorities.
Performance Tracking and Reporting
- Utilize data and analytics to measure the effectiveness and impact of training programs and share insights with clients for ongoing improvement.
- Provide clients with regular performance reports and recommendations to optimize program outcomes.
Qualifications:
SVI is a customer-centric organization. We work with many of the world’s most complex and successful companies because we go above and beyond to support their success. At SVI, we drive the growth and success of our clients by building:
- Confidence from the client team
- Engagement of thier learners
- Value for their stakeholders
- Opportunities for both our businesses
To meet this level of service and care for our customers, we look for the following:
- Bachelor’s degree
- 5+ years of years of experience in account management, client services, or learning and development, ideally in corporate training, instructional design, or a similar industry.
- Proven track record of managing large, complex accounts, and building long-term client relationships.
- Exceptional communication, professionalism, poise, and interpersonal skills with a client-centric approach.
- Project management experience, with the ability to coordinate multiple projects simultaneously.
- Passionate about serving customers and driving their success.
- Ability to work independently while also being a team player in a collaborative environment.
- A strong understanding of instructional design, learning methodologies, and training program architecture is preferred.
Location and Travel Requirements
This position requires the candidate to be based in the Dallas-Fort Worth (DFW) area. The Client Success Manager will regularly go onsite with clients in the DFW area to foster strong relationships and ensure program success. Occasional travel outside of the DFW area may be required to support clients in other locations.
About SVI
SVI is an Inc. 5000 fastest-growing company in talent solutions and EdTech, serving the learning, education, and training needs of many of the world’s most respected companies and institutions. We deliver innovative learning experiences through our comprehensive services, curriculum, and media solutions, and cutting-edge software.
We specialize in the following:
- Curriculum design and development, and content management in every modality
- Talent development software through Learner Mobile (www.learnermobile.com), our award-winning next-generation learning management system that serves the needs and desires of the modern learner
- Employee brands and value propositions and internal communications
- Organizational development (OD) consulting for process and program development
We love the work we do and believe that developing and helping people succeed is worthy and valuable work. SVI supports clients all around the world including many of the largest and most admired companies. We are a tight-knit team of entrepreneurial-minded people who dream big and execute well. As we grow our team, we are looking for people who are committed to quality, capable of executing with speed, and driven to succeed.
