Jobs 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.

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Job Description

AMI is looking for a Senior Programme Manager to oversee the end-to-end quality project delivery of AMI partner programmes. This is a chance for an outstanding entrepreneurial leader to be part of Africa’s transformation, and to help shape, build, and scale one of its most innovative social businesses.

The Senior Programme Manager will be a part of the product team to implement partner-based programmes under the AMI Impact unit. You will be a key player in a dynamic, global team focused obsessively on results.

At AMI, we work hard, innovate constantly, and have fun in the process. This is a chance for someone with a passion for learning, leadership, and business growth to be part of Africa’s transformation. We are particularly interested in hearing from people with past experience managing grant-funded programmes, including report-writing related work, and specifically those with experience managing USAID grants.

The Senior Programme Manager must be a driven, organized, detail-oriented leader with great people and project-management skills and the ability to manage complex programmes.

The Senior Programme Manager will be responsible for: 

• Managing stakeholders in multiple AMI partner programmes, including existing and customized/complex programmes. Ensure programme deliverables are met within strict timelines, partner expectations are managed, and stakeholder pain points, risks, and issues are proactively resolved.
• Developing and managing detailed project plans, and monitoring project scope throughout the life of the programme.
• Execute on agreed best practices for AMI partner project management, including documented project plans, clear agendas for partner and internal meetings, leading partner kickoffs, clarifying and documenting scope, producing high-quality and insightful reports in agreed templates, and managing strong partner relationships.
• Managing the budget post-internal kick-off by tracking and identifying shortfalls ahead of time, tracking time elements of the budget through AMI’s ERP system, managing external expenses, and liaising with accounting for invoicing.
• Arranging and leading regular internal project team meetings to track key deliverables, problem-solve, address bottlenecks, and update internal stakeholders on progress.
• Evaluating core learning outcomes and metrics within programmes, supporting the adaptation of design and delivery to ensure programme impact is realized.
• Collaborating with AMI’s Impact team to capture project outcomes, impact, lessons learned, and regularly update internal and external stakeholders.
• Manage all programme documentation, ensuring data is organized, formatted, and stored efficiently.
• Maintaining accurate programme data and analyzing feedback to ensure core metrics and targets are met.
• Managing all client/partner reporting requirements by creating, developing, and ensuring internal review of reports before submission.
• Working closely with cross-functional teams including product, monitoring and evaluation, and partnership teams to ensure alignment and smooth execution.
• Sharing learnings and insights during impact collaboration sessions to inform future best practices.
• Managing USAID grants, ensuring compliance with USAID regulations and requirements, and maintaining meticulous records and reporting for USAID-funded projects.

Requirements
Skills and Experience:

• Experience in effectively managing and coordinating intricate development initiatives, particularly those related to product advancement and innovation.
• Proven track record in offering business development support to Micro, Small, and Medium Enterprises (MSMEs).
• Familiarity with working in incubators, accelerators, or similar programs supporting entrepreneurship in Pan-African settings.
• Demonstrated capability to interact and collaborate with diverse stakeholders, including senior internal and external individuals.
• Exceptional communication and negotiation abilities.
• Proficiency in creating strategic blueprints and resolving intricate challenges.
• Sound market analysis expertise and knowledge of local economic landscapes.
• Background in creating and implementing efficient Monitoring and Evaluation (M&E) systems.
• Adept at utilizing data for enhancing project performance.
• Experience thriving in diverse cultural settings and adapting to Pan-African environments.

Education & Experience

• Minimum of 5 years’ experience in business consulting, company training, enterprise development, or management education (essential).
• Proven programme management skills and experience, especially with grant-funded programmes (essential).
• Experience managing USAID grants (essential).
• Experience working in entrepreneurial or high-growth environments (essential).
• Postgraduate degree in finance, business administration, economics, or a related field, or equivalent experience.
• Facilitation experience (preferred).

Skills and Attributes

• Good understanding of the entrepreneurial/SME landscape.
• Comfortable in English; French or other languages are a bonus.
• Experience in startup and high-growth companies.
• Excellent writing, reporting, and analytical skills.
• Consultancy approach with clients and the ability to meet aggressive deadlines.
• Excellent communication and organizational skills.
• Extensive project management experience.
• Ability to understand AMI’s participants and implement learning experiences that enable the learner to achieve desired outcomes in a human-centered and goal-oriented way.
• Excellent analytical and negotiation skills.
• Commitment to AMI’s values of excellence, innovation, and accountability.
• Self-motivated and able to take full ownership of deliverables.
• Solid time management skills, managing competing priorities and outputs.
• Willingness to learn and collaborate with peers and internal stakeholders at AMI.
• Thrives in a fast-paced, entrepreneurial environment.
• Demonstrates rock-solid integrity.
• Willingness to participate in field activities and travel.