Client Success Manager - Apprenticeships & Professional Qualifications

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Title: Client Success Manager
Location: UK Remote Working 
Role: Permanent

About Avado
Here at Avado, we believe in unlocking potential and changing lives. We are a professional academy that helps people and companies transform and grow through interactive learning experiences in data, finance, people, technology and marketing. Our connected learning approach combines deep expertise, collaborative learning, scalable technology and award-winning learning design to deliver learner experiences for people who want real change. 

Who we need
Our Director of Client Services is looking for someone who wants to focus on delivering outstanding customer service. 

As a Client Success Manager, you will work in partnership with your corporate clients to ensure the learning experience truly embeds knowledge and drives lasting behavioural change. You’ll need to build and maintain strong relationships with all stakeholders, whilst delivering outstanding customer service. The role comes with an opportunity to engage with a range of products across sector specific

What you’ll do
• Building and maintaining excellent relationships with stakeholders, keeping them engaged from the initial kick off meeting through to programme completion.
• Manging the end to end programme delivery and conducting regular project status meetings with internal and external stakeholders.
• Creating and delivering welcome and onboarding materials for learners and line managers. 
• Effective management and reporting of learners’ onboarding and progression at regular intervals and facilitating necessary improvements.  
• Owning and facilitating learner feedback and progress presentations along with celebrations of success via steering meetings with stakeholders. 
• Manage evolving client needs to propose effected tailored solutions, working closely with the relevant Sales lead and ensuring repeat business.
• Project manage the delivery of standard, customised and bespoke learning programmes via project plans and client delivery processes.
• Ensure that project plan tasks and milestones are achieved on a daily and weekly basis
• Build excellent relationships with clients to enable effective delivery of all programmes and workshops
• Manage day to day client relationships, being the first point of contact for clients, leading weekly client project calls, and responding in a timely fashion to queries and emails
• Build and manage strong relationships with internal stakeholders, ensuring clear communication of timelines and deadlines, and provide any other information as required
• Organise and run project kick off meetings for new programmes
• Build effective relationships with freelance trainers and designers, recruiting new SMEs when required
• Manage programme budgets
• Manage course and trainer booking and logistics on online system
• Manage online delivery logistics in several platforms, for example Zoom, Adobe Connect, WebEx
• Effectively manage the feedback process, ensuring that feedback is secured in a timely manner and feedback meeting is held with client

What we’re looking for
• A willingness to get stuck in and become part of a busy and collaborative team. 
• A willingness to adapt to changing priorities.  
• An engaging disposition to encourage and inspire our clients. 
• Confidence when facing and dealing with stakeholders. 
• A confident, clear and constructive communicator with strong relationship building and interpersonal skills. 
• A calm and collected nature under pressure. 
• Excellent time management skills, and responsibility for meeting agreed deadlines. 
• Strong IT skills and competency in all Microsoft Office applications 
• A proven data-driven approach, with strong analytical skills  
• Attention to detail, polished presentation skills and an ability to understand and maintain processes and systems. 
• The ability to communicate effectively face-to-face, over the phone and in writing, with an excellent grasp of the English language, grammar and punctuation. 
Even better if you’ve got: 
• Previous experience dealing with internal and external stakeholders/business clients. 
• Project management experience. 
• Familiarity with - and a passion for – learning. 
• A strong understanding and enthusiasm for data and reporting.

What you’ll get
This is an exciting new opportunity to join the growing ambitious Customer Success function in a VC-backed company operating in one of digital’s most exciting and growing spaces – EdTech. 
You’ll have responsibility to make things happen for your Client group and make a real difference, working with some of the world’s leading brands. It’s a fast-paced and exciting challenge which is well-funded and actively supported by encouraging investors.

Our benefits include:
• Holidays – 25 days plus bank public holidays 
• Pluss your Birthday off
• Life assurance
• Ride to work scheme
• Pension
• Great work life balance through flexi working/remote working
• Avado learning days
• Wellness and fitness (Mindfulness and yoga)

And… just for being here, we offer you a culture that’s created and nurtured by super smart people and underpinned by our Values. Our Values of Accountability, Ambition, Care, Empowerment and Transparency were created for our people, by our people; they guide our thinking, decisions and actions, creating a truly unique place to work. You will also get a chance to be at the forefront of digital transformation and professional growth, enviable workspaces, serious personal development opportunity and a few nice job-related and lifestyle perks.

A few more things about us
We’re proud of what we’re doing and relentless in doing the right thing. In addition to this, we can offer you:
• A home in our growing, ambitious team, whose sharp focus is growing the future skills of the workplace;
• The opportunity to truly own and be responsible for making great things happen, making a real difference and working with some of the world’s leading brands;
• A fast and furious, exciting place to be with real challenge and a meaningful opportunity  

And we’re highly inclusive….
Avado is one of those rare places where anyone from anywhere with any background or experience is free to come and do their very best work. We believe in the diversity of thought, as that’s what helps us help our customers and learners – whether investing in their own development, or having their employer invest for them. Equality, diversity and inclusion are values that are critical to our success; come and see for yourself.  

Or, know someone who would be a perfect fit? Let them know!

UK Remote Working

Remote Working View page

Perks & Benefits

  • Learning, Growth & Development 📚

    Being part of Avado means we can choose to study any of our programmes. In 'normal times' we also hosted regular 'Learning Days' (and these are subject to review now that we work in a more 'hybrid' way.) We have an incredible amount of expertise and talent across the business, so we want to spend time sharing, learning from each other, and celebrating it - we're currently working out how best to do this in the new world of work.

    Our learning philosophy is simple: Our Value of Empowerment, alongside our belief that each and every Avado person is on a unique developmental trajectory, according to our own individual needs and desires, have led us to:

    - Get access to an executive-level coach, on-demand, through our partnership with Bravely.

    - Have an opportunity to work in a more focused, programmatic coaching set up with a coach-in-training, through our partnership with the University of East London, Europe's leading institution for Positive Psychology and Coaching Psychology research and teaching.

    - Either become a mentor for, or be mentored by, another Avado person.

    - Attend periodically-run leadership development workshops, where we share cutting-edge research in leadership thinking. This is then something we can work on with our coach, to make sure we're really making the most out of our leadership learning experience.

  • Work Life Balance ⚖

    Our purpose-built and always-evolving Hybrid Working Environment allows us to flex the place and time of our work. We invite anyone to work from anywhere within any of the countries we are legally permitted to employ people and where individuals have a legal right to work (UK, Singapore and Hong Kong.)

    Generally our philosophy is simple. If you can and want to work in our collaboration space in White City, West London, you are invited to do so. This will typically be for those times you need to work in-person with colleagues, clients, learners or partners. We also invite you to work from your home - you will just need to show us that you are sufficiently set up at home in order for us to consider your application.

    This flexibility allows us to make choices about how we work; typically, focused or confidential / sensitive work will be done at home, and collaborative / cooperative / coordinated work would be done in the office.

  • Mind and Body Health 🏋🏿

    For us, healthy people create a healthy business.

    On the mental health side, in addition to giving access to up to four structured counselling sessions with a qualified practitioner, we also try to make sure that work itself isn't taking a toll on our health or lives. We offer mindfulness practices on Mondays and Fridays to start and end the week in mindful bliss. (Oh, and because of Perkbox, we get free access to Aura, a leading Mindfulness app.)

    We over-communicate to make sure people feel as connected to the business and each other as possible. We also all have full visibility of where the business is going, how we're performing, and the difference we're making. All of these attributes of our culture are proven to create positive mental health outcomes.

    On the physical side, our partnership with Perkbox gives us access to a range of exercise and nutrition apps and other products.

  • Holiday 🌴

    Time off is very important in our business; we're all busy, we're all energised and we're all pursuing wonderful things. This can be tiring, especially when you layer on the complexities of our unique business and the ambiguity that is ever-present in the marketplace. So we are all strongly encouraged to make full use of our holiday entitlements:

    - We get 25 days holiday, plus relevant public holidays wherever you are based;

    - This increases to 26 days after 2 years' service, and to 27 days after 4 years' service;

    - We get our birthday off every year;

    - We can buy up to five additional holidays per year in January, subject to the salary sacrifice rules in place at the time.

  • Enhanced Time off with a New Born 🐣

    We offer up to 3 months' paid 'maternity leave' for eligible people (subject to the relevant laws at the time) in the UK. Following this, the statutory rates will apply.

  • Cycle to Work 🚲

    We are all able to participate in the UK Government's Bik2Work scheme, and at Avado that allows us to purchase a bicycle and equipment up to a limit of £2,500!

  • And a whole range of perks!

    From discounted cinema tickets to discounts on our grocery shopping or personal technology, we've got it covered thanks to our partnership with Perkbox.

Workplace & Culture

Our culture balances the support and structure of an established business, with a pace and adaptive environment more akin to a start up. We trust our people as adults to bring their entire self to what they do and to own the ‘how’ and ‘where’ of their work.

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