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Here at Avado we believe in people-powered transformation because we know that all transformation starts with people. We are a professional learning organisation that upskills people, uplifts cultures and future‑proofs organisations in a fast‑moving world. We design and deliver interactive learning experiences in data, people, business analysis and marketing including work-readiness programmes, apprenticeships and professional qualifications. Our connected learning approach combines deep expertise, collaborative learning, scalable technology and award-winning learning design to deliver unrivalled learner experiences for people and organisations who want real change.
Avado is one of the Blenheim Chalcot (BC) portfolio companies. With c. GBP 500m (10 billion ZAR) in global sales, over 3,000 employees spread across its many businesses, and offices spread across the world (including Cape Town) BC is one of the world's leading digital venture builders.
Who we need
Using your experience in client-facing roles in a B2B environment, you will work with our amazing clients (some of the most impressive brands and progressive businesses in the world) to deliver instant and incrementally increasing value to their businesses through learning. Reporting to our Head of Client Success, you’ll be unquestionably self-motivated and proactive, and relentlessly focused on delivering increased client lifetime value (CLTV) through your delivery of outstanding client engagements and interactions. The overriding outcome of this role will see you helping our clients maximise the value of our solutions, ensuring adoption and engagement, and building a long-term strategic relationship with your portfolio. Key measures of success for the role will relate to:
· Increased client advocacy (NPS);
· Clients’ own KPIs met or exceeded as a result of our solutions;
· Learner satisfaction.
Equally importantly, you will align beautifully with our organisational values, which were defined by our people for our people, clients, learners and partners:
What you will do
Manage all client relationship management activity, acting as a conduit between our client and the rest of Avado.
Consult on, construct, define, implement and evolve account plans for each client, focused on the KPIs that each clients hopes to achieve, in collaboration with key stakeholders within Avado.
Ensure the retention (even lay the foundations for upsell) of our clients, particularly in collaboration with other client-facing colleagues.
Bring invaluable client insight into the Avado team, to ensure our product, proposition and approach are meeting the known and unknown needs of clients today and tomorrow.
Coach and challenge your clients, building a reputation as trusted advisor, on all things related to Avado and capability development more broadly.
Lead quarterly business reviews (QBR) processes, to ensure Avado remains aligned with clients’ needs, today and tomorrow, sharing key insight and challenges / risks and issues with relevant internal stakeholders.
Evolve our client success and client management processes, systems and practices.
Work with relevant stakeholders in a matrix fashion to transparently share the health, trends and outlook of your client portfolio.
Proactively create processes and address vulnerabilities and risks to delivery for your clients.
Implement performance metrics specific to the client in question, targeted to reduce risk, drive account engagement, retention and expansion.
Own and manage OKRs/KPIs such as client health, product performance, additional business revenue growth, net promoter score, operational performance SLAs and team capacity.
Analyse and monitor account intelligence to drive best practices throughout the client lifecycle, gathering client feedback and market intelligence, and sharing with our internal teams to help improve outcomes of all Avado solutions.
Contribute to the consistent implementation of client success practices and playbooks across the team.
What we are looking for
Minimum 3 years’ experience in building exceptional client relationships in a B2B environment
Excellent written and verbal communication skills
Strong team player with the ability to execute independently
Ability to thrive in a fast-paced, cross-functional work environment
Highly self-motivated and goal-oriented, with an appetite for continuous learning and development
Preferred: Experience in L&D, Apprenticeships, CIPD or higher education beneficial (but not essential)
What you’ll get
Competitive salary plus lots of benefits including:
21 days' holiday allowance + public holidays
Your birthday off!
Workspace in the Blenheim Chalcot Cape Town WeWorks office to collaborate and innovate with other BC employees working cross portfolio
Be part of the world leading digital venture builder and have the opportunity to be a part of, as well as learn from the incredible talent in BC and its portfolio businesses
Be exposed to the right mix of challenges and learning and development opportunities
A fun and open, if a little cricket-obsessed, atmosphere!
And… just for being here, we offer you a culture that’s created and nurtured by super smart people and underpinned by our Values which guide our thinking, decisions and actions, creating a truly unique place to work. You will also get to be at the forefront of helping a very diverse range of professionals enhance their careers, whether at the early stages or later down the line. You'll enjoy a wonderful working environment with an enviable workspace to use in Cape Town and serious personal development opportunities - well, we are a learning organisation after all!
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 clients and learners – whether investing in their own development, or having their employer invest for them. Equality, diversity and inclusion are values that underpin our success; come and see for yourself!
Our award-winning culture is centred on our values and purpose, balancing the support and structure of an established business, with a pace and adaptive environment more akin to an entrepreunerial start up.
The bottom line is we're all trusted with responsibility and actively encouraged to be the unique individuals we are.
In 2021 we won an award in the Business Culture Awards, and became Great Place to Work Certified.
People Experience·UK Remote Working·
Client Success Manager
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