Client and Learner Success Manager at African Management Institute (AMI)

Job Description

We are seeking a skilled and passionate Client and Learner Success Manager to join our dynamic team. As the Client and Learner Success Manager at AMI Enterprise, you will be responsible for driving excellence in client and learner interactions, program delivery, and overall satisfaction.

Your role will involve managing the relationship with enterprise clients, overseeing program delivery, and leading the Learner Success Team to ensure that both clients and learners have a seamless, impactful, and delightful experience. This position demands a strategic mindset, strong leadership skills, and a customer-centric approach to contribute to AMI's growth and success.

Key Responsibilities:

Strategic Client Management:

• Collaborate with the business development team by participating in sales calls to understand potential client needs and recommend suitable AMI Enterprise product offerings.
• Provide valuable insights to business development teams while advising on client proposals, ensuring alignment with client requirements.
• Liaise with the product team to relay client feedback, program delivery insights, and suggestions for product and methodology enhancements.

Enterprise Client Relationship Management:

• Define and champion best practices in enterprise client management, leveraging the client management toolkit.
• Design and implement client project plans, scoping, kickoff engagements, and ongoing meeting practices to ensure exceptional client experiences.
• Foster effective communication with clients, managing expectations, addressing changes, delays, and requests while maintaining transparency.
• Take ownership of client experience ratings and actively work to improve client satisfaction.
• Collaborate with business development to identify opportunities for upselling additional services to existing clients.

Program Delivery Leadership:

• Directly oversee the delivery of client programs, ensuring adherence to set metrics and program goals.
• Lead the Learner Success Team responsible for engaging AMI learning program participants, driving impactful program experiences, and maximizing learner satisfaction.
• Recruit, onboard, and manage the Learner Success Team, assigning resources to projects, providing guidance in problem-solving, participant engagement, and project management.
• Maintain a holistic view of all AMI Enterprise projects and programs, utilizing trackers and dashboards to track progress and provide structured updates to the Managing Director.

Continuous Improvement and Collaboration:

• Monitor engagement trends and collaborate with the Learning and Tech teams to provide valuable feedback for refining program designs.
• Partner with the Learning Design team to ensure effective translation of program designs into engaging learning journeys and participant engagement plans.
• Ensure that the Learner Success Team provides relevant data in required formats to enable organizational impact assessment and performance monitoring, coordinating with the operations and data teams.
• Lead team collaboration days to facilitate ongoing learning and the sharing of best practices in client engagement and learner success.

Requirements

Qualifications & Experience

• Bachelor's degree in a relevant field; master's degree is a plus.

Skills and Experience

• Extensive experience in client relationship management, program delivery, and team leadership.
• Exceptional strategic thinking and problem-solving abilities.
• Proven track record of achieving high client satisfaction and retention rates.
• Strong interpersonal skills and ability to foster positive relationships with clients and internal stakeholders.
• Data-driven mindset with a demonstrated ability to analyze engagement and performance metrics.
• Experience in the education or e-learning industry is advantageous.
• Proficiency in using customer relationship management (CRM) tools and project management software.