The Opportunity
This role is responsible for creating and implementing processes that will allow us to maintain engaged, educated customers - leading to happy customers who remain customers.This role is also responsible for providing senior level support to team members Adoption, education, and support, both acting a leader and a peer in ensuring the best possible customer experience.
Key Accountabilities
The key accountabilities of this role encompass duties that principally relate to the job purpose and may include other duties that are incidental or peripheral to the job purpose.
Adoption:
- Implement a communication plan for clients and enable the Adoption team to enact this plan.
- Implement a client health ranking process and an associated communication plan related to rankings.
- Maintain assignment of specific strategic clients to Adoption managers and work with Adoption managers to coordinate retention efforts of those clients.
- Establish goals, standards and set expectations of performance and practices within the Adoption team.
- This role also includes a provisional responsibility related to the adoption area which is to project manage client transitions between products.
Education:
- Develop and curate content to present to customer base
- Coordinate with Community Initiatives Manager to ensure effective advertising of education initiatives
- Curate the Client Community site and work with the team to foster useful dialogue on that site.
- Lead the Adoption and Education team that delivers product education and training to clients
- Oversee the development and delivery of training, ensuring it meets client’s needs and drive adoption
Onboarding:
- Manage the Onboarding process and team execution end to end - from the point a customer signs a contract for service until they are fully live and transitioned to support.
- Conduct calls with onboarding project managers to ensure project timelines are on track, understand needs, and ensure milestones are progressing.
- Work with the Solutions Architect team to create the project SOW and Project Plan and ensure sign-off from customer and internal stakeholders before proceeding with onboarding project.
- Recognize critical red flags in client expectations and involve appropriate team members to evaluate and determine the best course of action.
Overall duties:
- Oversee the day-to-day operations of team and provide leadership to its team members
- Monitor work queues and balance team members workload to ensure productivity and quality standards
- Communicate between regions and assist in coordinating activities across multiple departments
- Review and report metrics and capacity planning to the Senior Director. Analyze metrics to identify areas for improvement.
- Collect and provide product feedback to the product team.
- Organize and schedule team resources to ensure adequate coverage for all projects.
- Conduct one-on-one meetings with direct reports as well as lead recurring team meetings.
- Serve as an escalation point for customer issues where necessary.
- Guide and coach direct reports; give feedback and assess development, address employee issues; conduct employee performance appraisals.
- Step in as needed with direct contributions to adoption, education, and onboarding work to support the team.
Key Result Areas
Performance objectives are based on the key accountabilities above and are aligned to organisational and team objectives. Individual performance measures and behavioral standards will be discussed and reviewed on a periodic basis in accordance with the Open LMS Performance Development Policy and Procedure.
Job Authorities
- Decide priorities to achieve required performance levels
- Decide when to request information from other staff
- Identify own development needs
Job Criteria
- Extensive knowledge of Learning Management Systems (in particular Moodle)
- Relevant tertiary qualification such as a Bachelor of Arts or Science degree, or equivalent commercial experience
- At least 2+ years experience in a client facing role
- At least 1+ years experience in a management role
- Strong written and verbal communication skills
- Fluent written and spoken English
- Passionate about customer satisfaction
- Demonstrated problem solving skills and ability to multi-task with frequent interruptions
- A general understanding of technical elements of support function
- Excellent interpersonal skills and ability to work in teams
- Exceptional listening, written and oral communication.
- Ability to work with minimal supervision
- Customer focused with an understanding that both internal and external customers require you to meet their needs in a professional and understanding manner.
- Multi-lingual a plus (Spanish, Portuguese)
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
