This is a remote position.

We’re looking for a highly organised, proactive, and collaborative Client Success Manager to join our client's team. This role sits within our client success team and plays a vital part in ensuring our training programmes run seamlessly. You’ll provide essential operational support to our Head of Client Success, manage our trainer network, and own the feedback process that helps us continuously improve. You’ll be accountable for client relationships and programme delivery, and you’ll be the engine that keeps everything running smoothly behind the scenes.

To excel in this role, you should have experience managing busy team diaries and be proficient in Office Suite, including Word, Excel, PowerPoint, Outlook, SharePoint, project management systems (We use Teamwork) and MS Teams. You must possess strong initiative, problem-solving skills, and the ability to multitask in a fast-paced environment. An organised, confident, and collaborative approach is essential, along with strong attention to detail and a structured approach to work with a proactive can-do mindset.

Requirements

Project Leadership and Client Management

• Oversee the project management of Tier 1 and Tier 2 client projects.
  
• Be the client-facing project lead on assigned projects, ensuring clear, accurate, and timely communication.
  
• Regular client contact to ensure projects are on track and successful, documenting actions and following up precisely to build client trust.
  
• Support the Head of Client Success to drive the learner-first journey forward.
  
• Maintain detailed records of client interactions, decisions, and changes to ensure transparency and accountability throughout the project lifecycle.
  
• Creating and developing client-facing deliverables, presentations, and communications to maintain high standards of professionalism.
  
• Run client-facing project launch and programme review calls.
  

Systems and tools management

• Set up and ongoing project management of Teamwork / Slack / other systems to support communication and management of client projects across the team.
  
• Initial set up and ongoing management of projects on Mindtickle, Flume’s learning platform.
  
• Managing Flume’s online learning platform for clients, uploading videos and sharing with the client, ensuring content is uploaded correctly and cross-checked.
  
• Manage the project tracker and raise any issues with the Head of Client Success, ensuring information is always up to date and consistent across systems.
  
• Identify and manage changes to toolkits, workbooks, and templates on Mindtickle and manage the process of updating these, ensuring version control and accuracy of resources.
  

Project documentation and quality assurance

• Creating all project documentation including timelines, surveys, PowerPoints, programme review meetings, and delegate lists,
  
  ensuring all outputs are accurate, error-free, and branded correctly.
  
• Obtaining and collating materials from clients and supporting trainers with any discovery activities, checking completeness and accuracy before sharing.
  
• Maintaining Teamwork for project comms and ensuring all information and attachments are up to date, with regular accuracy checks
  
  and proactive updates to the team on any changes.
  

Trainer and delegate support

• Briefing, prepping, and supporting trainers throughout projects to ensure success.
  
• Setting up and attending kick-off calls and any project planning meetings internally and externally.
  
• Supporting delegates and driving learning participation through email and video calls.
  

Data, feedback and reporting

• Capturing feedback from surveys/MS Teams and maintaining the spreadsheet for each client throughout the project, sharing insights with wider team members, including capturing any testimonials and supporting the case study process at EOP.
  
• Collating monthly feedback stats reports for Performance Coach and COO internal meetings, ensuring figures are correct and sources are validated.
  
• Creating training feedback surveys and links and making recommendations for improvements based on the results.
  

Event and logistics management

• Event project management and logistics, including support on live events, webinars, and virtual events.
  

Benefits

• Up to £38,000.00 per annum
  
• Perm (5 days in core business hours with flexibility on hours)
  
• Remote working
  
• Lunch and Learns
  
• Team socials