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E-Learning Customer Services Manager

  • Location

    Leamington Spa, Warwickshire

  • Sector:

    Manager

  • Job type:

    Permanent

  • Salary:

    £30000 - £35000 per annum

  • Contact:

    Christina Papageorgi

  • Email:

    christina.papageorgi@mortimerspinks.com

  • Job ref:

    24655/001_1541519000

  • Published:

    9 days ago

  • Expiry date:

    2018-12-06

  • Consultant:

    Christina Papageorgi

E-Learning Customer Services Manager/ Customer Services Onboarding Manager/ E- Learning Customer Services Manager/ E-Learning team leader- Leamington Spa.

Key Responsibilities and Tasks:

You will be responsible for running an effective customer onboarding team, ensuring efficient and accurate processing of orders, managing the customer journey through initial set up to successfully adopting the eLearning service. Your team will be manage relationships with the customer (buyer), end users and internal colleagues from sales, customer support, course development, finance and marketing.

  • Create and deliver the customer onboarding strategy and operational execution against KPIs.

  • Ensure the efficient, seamless onboarding of customers within a minimum timeframe, delivering successful adoption and ongoing engagement throughout the customer's lifetime.

  • Devise and meet the core metrics and goals linked to customer onboarding and satisfaction.

  • Train and deliver clear processes for technical set-up and creation of organisations and audiences on the LMS.

  • Ensure customers are trained on administrator rights, managing learners, running reports etc.

  • Trouble-shoot more complex account set-ups to best meet the business needs and customer satisfaction.

  • Take the lead on managing key or complex accounts, working closely to support the account manager.

  • Be the lead person on all LMS administration - from organisation set-up to coupon generation and multi-tenancy - escalating more technical requirements to the Head of eLearning Technology where necessary.

  • Deliver pre and post-sale demonstration of how system works.

  • Promote additional service and functionality to support revenue growth - e.g. Learner journey, scheduled reports, service administration.

  • Lead the technical development of ground-breaking customer experience and support digital solutions.

  • Provide leadership, development and coaching of the team.

Actively engage and support the development of the team to ensure better performance and succession planning.

Qualifications and experience

  • Qualified to degree level or equivalent in a related subject.

  • At least 2 years' experience working in high level service within a technology /eLearning environment.

  • Practical experience using Learner Management Systems.

  • Practical experience creating and managing logical processes/workflows.

Practical experience with CRM systems.

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