Essential Key Responsibilities
Establish and maintain the governance framework for the Client Learning & Adoption function.
Develop and manage operating procedures, workflows, service definitions, and standards that enable scalable delivery of learning, adoption, communications, and engagement initiatives.
Serve as the primary liaison between Client Learning & Adoption and cross-functional business partners, ensuring alignment of priorities, timelines, resources, responsibilities, and expected outcomes.
Lead intake, prioritization, and planning processes for learning requests, content requests, customer communications, engagement initiatives, and custom asset development.
Facilitate governance forums, stakeholder reviews, and operational planning sessions to drive alignment and informed decision-making.
Define and maintain RACI frameworks, ownership models, escalation processes, and service-level expectations across customer-facing initiatives.
Manage strategic projects and programs supporting customer learning, adoption, certifications, engagement, community initiatives, portal launches, and other business priorities.
Coordinate lifecycle handoffs between Onboarding, Customer Success, Support, and other customer-facing organizations to ensure a consistent customer experience.
Partner with team members responsible for training delivery, curriculum development, LMS administration, and customer-portal administration to support successful program execution.
Collaborate with Customer Success leaders to identify adoption opportunities, process improvements, and customer-engagement initiatives that improve customer outcomes.
Develop and manage change-management plans supporting new customer-facing programs, processes, technologies, and initiatives.
Establish operational performance metrics and reporting frameworks to measure program health, process effectiveness, stakeholder satisfaction, governance compliance, and execution outcomes.
Use operational insights, customer feedback, and business-performance data to drive continuous improvement.
Support the development and execution of customer-engagement programs, customer communications, survey initiatives, knowledge-management processes, and success-review support programs.
Build strong partnerships across Customer Success, Product, Sales, Marketing, Customer Service,
Professional Services, Operations, and Digital Experience teams.
- Monitor program delivery, operational effectiveness, stakeholder alignment, and governance compliance against defined objectives.
- Essential Skills and/or Certifications
- Bachelor's degree in Business Administration, Customer Success, Communications, Organizational Development, Education, Operations, Project Management or related field.
At least 8 years’ experience in program management, Customer Success, customer education,operations, Learning & Development, enablement, consulting, or a related customer-facing function
Experience leading complex cross-functional programs and initiatives in a matrixed organization.
Demonstrated experience designing, implementing, and improving business processes and governance frameworks.
Strong stakeholder-management skills, with the ability to influence cross-functional teams and drive organizational alignment.
Experience developing and managing intake processes, operational workflows, escalation procedures, service definitions, and prioritization frameworks.
Strong project and program management skills, with a proven ability to manage multiple priorities and competing demands.
Experience supporting customer education, Customer Success, customer engagement, or adoption-related initiatives.
Ability to facilitate planning sessions, governance reviews, operational forums, and stakeholder decision-making meetings.
Strong analytical and problem-solving skills, with experience using performance metrics and operational insights to improve outcomes.
Proficiency in Microsoft Office Suites Skills
Show an ownership mindset in everything you do; be a problem solver, be curious and be inspired to take action, be proactive, seek ways to collaborate and connect with people and teams in support of driving success.
Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.
- Where applicable, fluency in English and languages relevant to the working market.
- Physical Requirements
- Ability to sit, speak and operate telephone and/or computer for long periods of time
Ability to handle pressure, stressful conditions, and conflict resolution
Ability to work day, evening and/or weekend hours as needed
Ability to travel by any form of transportation
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