Client Experience Partner

Here at Emerald Works, we create award-winning learning solutions that really work. Our toolkit, Mindtools, is one of the world’s most popular digital, on-demand career and management learning solutions helping more than 24 million people every year. Our custom learning and 101 suite products, created by a talented team of instructional designers, developers, animators and graphic designers, focus on performance that really make a difference in organisations. We sit alongside our founders, Emerald Publishing, within Emerald Group.
**In a nutshell**:
We’re looking for a **Client Experience Partner** to join our Client Experience Team and play a key role in the success of our products. Through credibility and consultancy, you’ll complement the commercial teams to identify ways to achieve client goals, drive recommendations, implement engagement strategies and increase product adoption.
**Day to day we’ll trust you to**:

- Set our clients up for success through scoping, building and project managing the onboarding of their EW products
- Work with clients to ensure learner groups are set up successfully on their products and can easily access EW technical support during their subscription term
- Delivery exceptional product support by providing strong business, product and market knowledge
- Provide training and guidance to clients to promote utilisation and improve audience reach tailored through client activity reviews and objectives
- Work with the development and internal technical teams to raise product issues and suggested improvements
- Project manage and progress client issues logged and assign in accordance of severity with the technical teams to ensure progress, timely updates and expectations are relayed to the client
- Partner with our Sales and Client Partner team to close new deals through pre-sales conversations and support, and help deliver renewals and upsells through excellent service and initiatives
- Work with the commercial functions to create an engagement strategy to maintain or increase usage throughout the subscription term, and within the boundaries of the client experience service
**You’ll need to have**:

- The ability to quickly grasp and interpret client requirements in order to develop our products and service in a conducive way to retaining business.
- A data and basic technical mindset allowing timely delivery of product builds and relevant statistical information.
- Excellent communication and interpersonal skills.
- Be extremely well organised and analytical.
- The ability to work well under pressure and be accountable.
- The aptitude to troubleshoot issues quickly and effectively.
- The capability to engage and quickly establish strong working relationships across all teams and seniorities.
- A desire to constructively input and feedback in team meetings.
- The confidence to present, as required, in team and company updates.
**It’s more than just skills and experience, this is what we’d like to see**:

- A strong team player.
- Proactive individual contributor.
- A hard worker with a ‘can do attitude’ who displays a healthy work-life balance.
- Has passion for their profession and role and continually looks to develop and improve.
- Actively engages and collaborates with others to deliver results.
- Works effectively in virtual teams with colleagues, clients, suppliers and others.
- Organises and prioritises work well, to take account of competing internal and client priorities.
- An understanding of the processes and issues relevant to your job. This ranges from job knowledge to an appreciation of complex internal and external business issues and trends.
**What kind of team you will be joining**:
You’ll be joining a team that strives to stand out ahead of the competition. In our pursuit of excellence, we’re always supportive and come together to realise our goals and ambitions, empowering us to deliver the best client experience we can.
**What’s in it for you?**

At Emerald, we value our people. Becoming a part of our team means you’ll join a trusting and flexible environment with numerous opportunities to progress your career, as well as access to professional development and the opportunity to learn new skills.

You’ll receive a wide range of benefits, such as flexible working, up to 20% performance bonus, 6% pension contribution, a generous holiday allowance, life assurance and various benefits aimed at supporting your wellbeing and work-life balance.