Client Success Lead at African Management Institute (AMI)

Job Description

AMI enables ambitious businesses across Africa to thrive through practical tools and training. We equip entrepreneurs with tools to build their business, help companies train their teams, and run work readiness programmes for young people. Our programmes combine mobile tools with in-person workshops and on-the-job practice and support.

AMI is expanding rapidly. We have raised investment, opened offices in Nairobi, Johannesburg, Kigali, Nigeria, Uganda and Senegal and trained over 50,000 people in 39+ African countries.

We are seeking a skilled and passionate Client Success Lead to join our dynamic team. As the Client Success Lead at AMI Enterprise, you will be responsible for driving excellence in client  interactions, program delivery, and overall satisfaction of our programmes. Your role will involve managing the relationship with enterprise clients, overseeing programme delivery, and leading the Enterprise 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.

Strategic Client Management:

• Direct and oversee client programs, ensuring they adhere to agreed metrics and goals.
• Use dashboards to monitor and report on the progress of all projects to the Managing Director.
• Collaborate with Product, Learning, Tech, and Impact teams to deliver cohesive project execution.
• Actively seek opportunities to expand existing client engagements and develop proposals for new programs.
• Ensure exceptional client satisfaction by managing program delivery that consistently meets or surpasses expectations.
• Serve as the primary contact for client inquiries, swiftly addressing and resolving any issues to maintain and strengthen client relationships.
• Oversee service delivery to both clients and learners, ensuring program outcomes are closely monitored and exceed standards.

Operational Excellence and Systems Oversight:

• Analyse engagement trends, collaborate with the Learning Design team, and apply feedback to enhance program designs and experiences.
• Coordinate training sessions for teams and manage the integration of data insights into continuous program improvement.
• Develop or refine systems for efficient project management, robust client reporting, and effective client communications.

Team Leadership and Management:

• Lead the Enterprise Client Success and Enterprise Learner Success Teams, focusing on maximizing engagement and satisfaction in all learning programs.
• Manage resource allocation and ensure seamless transitions between team members to uphold continuity and quality in client engagements.

Strategic Product Insights

• Deliver strategic insights for product development based on comprehensive analysis of feedback and data gathered from program deliveries.
• Work closely with the product team to refine existing products and suggest new features or services that align with evolving client needs.

Requirements

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