Client Success Manager

About LRN

Do you want to use your client success expertise to help people around the world do the right thing? Join us at LRN to be a part of a global company where you can make an impact.

LRN is a SaaS based e-Learning provider with a global presence. More than 2,800 companies worldwide (including some of the world’s most recognizable brands) utilize LRN services and leverage LRN e-learning courses to help navigate complex regulatory environments and foster ethical, responsible, and inclusive cultures. In partnership with LRN, companies translate their values into concrete corporate practices, training materials, and leadership behaviours that create a sustainable competitive advantage. By acting upon shared values, companies and their people find the means to out behave and outperform.

About the role:

LRN is seeking a high performing Client Success Manager, Tech Touch to maintain relationships and ensure value delivery within our existing customer base. You will work closely with the other LRN teams to ensure successful adoption and utilization of the LRN solution set (library content, platform, bespoke learning solutions, and advisory consulting). You will be an ambassador for LRN by being a trusted strategic advisor to our clients, a strong customer advocate, and the link between LRN and our existing customer base.

What you’ll have the opportunity to do:

• Evolve and own the responsibility of LRN’s Tech Touch engagement strategy
• Manage all commercial aspects of the relationship including contract amendments, pipeline development and forecasting, statements of work, pricing, negotiating with procurement and securing contract signature
• Assess and analyse the customer journey and build a proactive digital communication strategy that will drive adoption, satisfaction, renewal and expansion
• Grow existing accounts by finding new buyers and introducing new and/or enhanced LRN solutions to existing buyers
• Develop and implement proactive scaled digital programs and identify innovative solutions that will assist customers in obtaining maximum value from LRN
• Run outbound prospecting campaigns to supplement inbound leads delivered by marketing
• Manage, track and report all activities in Salesforce.com to ensure accurate sales forecasting and pipeline development
• Represent the voice of our clients to internal teams including product, content and technology

Requirements

You should have:

#Must have skills

• Minimum of 5 years of solid client-facing relationship or account management with experience retaining and expanding a book of existing accounts
• Exceptional relationship development and management abilities and a proven commitment to customer service
• Experience supporting individuals who are using a SaaS business application
• Ability to bring clarity, structure, and discipline to a variety of situations and environments and experience working with complex projects
• Extremely effective written, oral, and presentation communication skills
• Strong Microsoft Office skills and a working knowledge of technology and system interfaces
• Familiarity with Salesforce.com, MEDDPICC
• Knowledge of Ethics and Compliance learning space and/or working with learning platforms and solutions
• A high degree of ethics and integrity and a desire to help organizations do the right thing and to pursue LRN’s mission of inspiring principled performance

# Good to have skills

• Industry expertise in compliance, ethics risk management, or HR benefits platforms preferred

Benefits

LRN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.