Customer Success Manager – Learning & Development

TRAININGFOLKS

IS CURRENTLY SEEKING a Customer Success Manager with a background in Corporate Learning and Development for an opportunity in Woodbridge.

TrainingFolks is a global provider of custom learning solutions, consulting and contingent workforce services. Combining award winning adult learning experience, with a proven engagement methodology that includes a talented network of learning professionals, TrainingFolks collaborates with our clients to implement change. Founded in 1997, TrainingFolks’ mission is to build a higher performing workforce. We address our clients’ issues of urgency, capacity and capability.

Role Brief

Reporting to the VP Learning Experiences, this position is a customer-facing role within the Service organization focused on the successful execution of a learning project from startup, and execution to close out. Working cross functionally with other internal teams and leveraging strong interpersonal and communication skills, with emphasis on the details, are the keys to success.

The Customer Success Manager (CSM) II is responsible for exceeding customer expectations by leading internal and external instructional designers and learning consultants through the design process for developing customized learning experiences using superior project coordination/management skills. The CSM is the customer’s primary point of contact and works with them in a high-touch environment during the lifecycle of projects to ensure deliverables are met with quality, timeliness, and within budget. The prevailing business priority is to serve the customer, manage issues and solve problems as they arise with the goal of creating customer delight and building enduring, profitable relationships.

Role Essentials

• Instructional Design & Development: Support the design and development of instructional materials that are learner-centric based on sound adult learning principles.
• Project Management: The ability to manage and coordinate the delivery of training programs, ensuring that all project timelines, deliverables, and budgets are met.
• Content Creation: Focus on the creation of multimedia learning assets, ensuring they are engaging, visually appealing, and aligned with instructional goals.
• Graphic Design: Develop impactful visuals to support the interface of eLearning modules, PowerPoint presentations, and other instructional materials.
• UX Design: Develop intuitive user experiences that enable desired learning outcomes.
• Workflow Optimization: Use AI tools to streamline content creation tasks, enhancing productivity and consistency.
• Communication Skills: ability to communicate effectively and professionally with internal and external parties, using clear and concise language, both verbally and in writing.
• Time Management: Ability to work around competing priorities to meet deadlines.
• Collaboration: Ability to build and maintain a culture of respect, comradery, and support among colleagues; take a team approach to resolving more complex day-to-day issues.
• Communication Skills: ability to communicate effectively and professionally with internal and external parties, using clear and concise language, both verbally and in writing.
• Collaboration: Ability to build and maintain a culture of respect, comradery, and support among colleagues; take a team approach to resolving more complex day-to-day issues.
• Problem Solving: Ability to find solutions and adapt to internal and external needs of the business in an efficient manner.
• Customer Satisfaction: Build and maintain relationships to develop and high levels of satisfaction that create value for the Customer. Monitor progress and adjust as needed.
• Time Management: Ability to work around competing priorities to meet deadlines.
• Attention to Detail: ability to scrutinize documentation for accuracy, completeness, and compliance with company policies and legal requirements.
• Quality Assurance: Adherence to company standards, methods, tools, and templates while seeking continuous improvement.
• Emotional Intelligence: Ability to manage expectations, handle difficult conversations, and be able to create positive and productive relationships.

Responsibilities

• Working collaboratively with Customers, CTPs, and internal team members, you will lead the execution of design and development projects against agreed upon deliverables and budgetary considerations by executing a variety of tasks to ensure the smooth delivery of multiple projects simultaneously.
• Project Planning and Coordination: Collect and document the client's learning objectives and project requirements during the initial phases. Create and maintain timelines, milestones, and deliverables for the instructional design process. Coordinate schedules for SMEs, instructional designers, and developers to ensure smooth collaboration. Track budgets for the learning project to ensure costs align with project goals and scope.
• Content Development Support: Review and organize existing training materials, policies, or documents provided by the client for the instructional designer to reference. Facilitate meetings with subject matter experts (SMEs) to clarify content and gather insights. Create initial course outlines or storyboards based on provided content, to save time for the instructional designer. Review drafts of instructional materials for adherence to project requirements.
• Stakeholder Communication: Regularly update stakeholders and clients on project progress, milestones, and deliverables. Organize, consolidate, and clarify client feedback for the instructional designer. Document and manage changes to the project scope, ensuring proper communication to all stakeholders.
• Testing and Implementation: Help organize and coordinate course pilots or beta tests, ensuring all feedback is collected. Review eLearning modules for functionality, usability, and alignment with design documents. Log learner or SME feedback from testing sessions and organize it for instructional designers to address.
• Administrative Support: Organize and maintain all project-related documents, ensuring version control and easy access for team members. Ensure the training materials align with any relevant industry standards, regulations, or client requirements. Assist in tracking and reporting project metrics, such as time spent on tasks, resource usage, and progress against milestones.
• Enhancing Collaboration: Set up and manage tools like project management software (e.g., Asana, Trello) or learning tools (e.g., LMS) to enable smooth workflow. Organize and moderate review sessions between the instructional designer and key stakeholders. Identify bottlenecks in the instructional design process and suggest ways to improve efficiency.
• Other duties as assigned

Qualifications

• Bachelor’s degree or college diploma (Business, Marketing, Education, Sciences)
• Minimum of 10 years work experience in a B2B corporate setting within the Professional Services or Management Consulting industries or a similar environment
• Minimum of 3 years in customer success or other customer-facing role (inside sales, account management, customer service, technical support)
• Minimum of 2 years’ experience in the Learning & Development industry
• Demonstrable experience with training coordination or event management activities
• Intermediate to advanced proficiency with various development tools such as Articulate Storyline, Rise, Vyond, the adobe suite and similar software required
• Comfortable dealing with a global audience and accommodating non-local time zones
• Intermediate proficiency with MS Office tools
• Self-starter and someone who can multitask and function independently
• Understanding of Adult Learning Theory, instructional systems design, and the ADDIE process is an asset
• Instructional design, content development or training delivery experience is an asset

Overall compensation for this role is positioned as ‘competitive’ and will vary depending on your level of experience, and number of years you have applied your skills.

If you are interested in this role, hit 'apply', or send the following documents to ‘sgill@trainingfolks.com’ and reference CSM II

· Resume (in Word format)

• We thank all applicants for their interest in exploring opportunities with TrainingFolks, however, only those selected for an interview will be contacted.