Client Success Lead at African Management Institute (AMI)

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.