Wherever you find ambitious companies investing in their people, you'll find Learning Pool. Learning Pool creates learning experiences that deliver extraordinary employee performance outcomes for companies and their people. Global organizations choose Learning Pool for its comprehensive, data-driven digital learning solutions. Learning Pool's passion for impact, innovation, and people is why they stay. As a leader in e-learning innovation, we empower over 1,200 organizations globally and millions of learners through our engaging courses, advanced platforms, insightful analytics, and tailored content solutions.
Our dedication to excellence is demonstrated by accolades such as Platinum Investors in People and triple Gold at the 2024 Learning Technologies Awards. We are also recognized as a Great Place to Work in the UK and North America 2024, and proudly hold B Corp certification, reflecting our commitment to social and environmental responsibility. Be it for onboarding, upskilling, compliance, or the whole business, Learning Pool develops an effective and agile workforce through learning.
So if you've got what we're looking for and the desire to join a team that values creativity and empowerment, then get in touch.
About the role Our Customer Success Managers (CSMs) are strategic and supportive partners to our customers. They are focused on building loyalty to ensure long-term customer retention, engaging with customers, understanding their needs, and helping the customer to get the most value from the Learning Pool solutions. They are responsible for renewals and will also support the Customer Sales team in identifying growth opportunities within their accounts as a byproduct of the relationship they have with customers.
Location: The vast majority of our people work flexibly in a hybrid model, working from home with regular attendance at one of our Learning Pool Offices (Derry, Nottingham, Oxford or Belfast).
What you will be doing Roles and responsibilities include:
Taking primary ownership and responsibility for customer renewals, ensuring all renewals are closed early or on time. Onboard new customers, maximizing Time To Value and ensuring an exceptional customer experience. Maintain ongoing customer relationships through regular contact, building deep relationships to understand their needs and establishing retention goals. Promote the value of the Learning Pool solution and services on an ongoing basis. Initiate QBR with all customers, leveraging automation for SMB QBRs. Identify potential issues and coordinate with product and support teams to resolve them. Support CAEs in identifying upsell opportunities by understanding customer needs both off cycle and at renewal. Collect and analyze customer feedback to drive product improvements. Assist with the development of education materials to support the customer and maximize their usage of the products. Work with finance and legal teams to support the business with contracting, invoicing, and payments. Demonstrate sales operational excellence by using our CRM tools to track activities and accurate forecasting. Be open, collaborative, and customer-focused in all communications and transactions both internally and externally. Who we are looking for The candidate will demonstrate:
A proven track record: You will have previous work experience in a role where building lasting and long-term relationships with B2B customers is a priority, working directly with customers to help solve their business challenges and ensure their satisfaction. Customer service oriented: You will be passionate about getting the best value for our customers and displaying commitment to delivering an extraordinary customer experience. Communications: You will have an exceptional ability to communicate and foster positive business relationships both with customers and colleagues at all levels. Results focused: You will be driven to achieve targets, with a high degree of comfort with tangible goals and a strong desire for success. Technical experience: You will be extremely comfortable with technology, with a curiosity to understand our products and an ability to navigate these successfully. Critical thinking: You will have the ability to logically and creatively assist customers with their business challenges. Organizational skills: You will have excellent time management skills with the ability to organize, prioritize, and execute on multiple tasks, taking accountability for delivering on promises. Delivering with others: You will have experience of dealing with a diverse group of stakeholders, facilitating success for them through training and enablement to our high company standards. Building relationships: You will be able to work with the wider Learning Pool team to ensure customers receive the full benefit of working with an innovative and customer-focused partner. Innovation: You will have a focus and passion for continuous improvement, constantly ensuring that our practices, approach, and interactions are optimized and the best in the market. Adaptability: You will have experience of working in a dynamic environment where you have been comfortable with change. You have a positive and agile mindset, asking 'What can we do to make this happen?' rather than 'I don't know how this would work?' Working at Learning Pool With over 450 people across seven offices globally, the Learning Pool team is filled with people who have a real passion for what they do and a fresh approach to partnering with customers.
Learning Pool is a Platinum Investor in People, listed annually in the Great Places to Work for and wins numerous industry awards for our work with clients including the Queen's Award for Enterprise (Innovation) and recent Brandon Hall, Learning Technologies, e-Learning Industry, Stevie Customer Service and Institute of Customer Service awards. In addition, the Group is the only Strategic Leader offering Lower Total Cost of Ownership solutions in the 2022 Fosway Digital Learning 9-Grid.
Closing date for receipt of applications is 6th December at 5pm UK time. If you have any queries about your application, please email .
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