Job Description

Company Learnlight is an EdTech company that provides language, intercultural and soft skills training to leading companies and organizations around the world. We deliver blended virtual, blended face-to-face, and digital solutions to 100,000+ learners in 1500+ clients across 150+ countries. We specialize in the digital transformation of learning programs and the empowerment of talent to excel in an increasingly complex global environment.

Position Learning and Development Program Managers are responsible for successfully managing the life cycle of language training requirements with our clients and to ensure high quality of program set up and training delivery. They need to have ongoing communication with key client decision makers and learners through the duration of training and coordinate with other Learnlight departments so that we meet and exceed training objectives. The tasks involved are in the following areas: 1. Supporting the Growth division in maximizing existing clients 2. Program Management a. New program launch b. Program follow-up and reporting c. Program close 3. Learner and Client support 4. Collaborating with the Product division 5. Internal departmental support and reporting

Responsibilities Supporting the Growth division in maximizing existing clients » Helping maximize sales or upgrading existing client's programs by answering product and service questions and providing information on other products and services » Providing support to our sales team to maximise opportunities with clients and maintain a successful relationship » Identify potential up-sell or cross-sell opportunities with existing customers » Guiding learners to complete programs and required activities for program subsidies Program Management 1. New program launch Understanding program requirements, conditions and policies agreed with the client Escalating non-standard Learnlight programs Analysing student levels, needs and availability Creating accounts, learners and contracts in the Learnlight platform and checking for Dynamics synchronization Transferring required information to trainer management teams for program coordination 2. Program follow-up and reporting Preparing product or service reports by collecting and analysing customer information Delivering reports when requested Follow-up and reporting on KPIs: attendance, activities completion, study time, etc. Providing pro-active support for any challenges in reports Documentation management (signature sheets, subsidy documents, etc...) Reviewing billing attachments with their respective invoices Preparing off-system billing reports 3. Programs close Compiling general data at program close to be shown to clients/learners Compiling reports on customer satisfaction Closing platform contracts and learners' profiles Preparing and sending end of course certificates Preparing off-system billing reports Learner and Client Support Maintaining a positive, empathetic, and professional attitude towards customers at all time Greeting customers warmly and ascertaining their reason for calling Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Handling complaints, providing appropriate solutions and alternatives within the SLA and following up to ensure resolution Keep records of customer interactions, transactions, comments, and complaints through Dynamics Collaborating with the Product Division Demonstrating agility and autonomy with Learnlight tools (SharePoint, Learnlight platform, Dynamics, etc.) Recommending potential products or services through customer feedback and needs analysis Suggesting solutions, enhancements or new features Reporting to Technology when the platform does not work as expected

Internal departmental support and reporting Meeting metrics for case volume, availability, and customer satisfaction Working collaboratively to solve customer issues as efficiently as possible. Reporting customer complaints and escalating when necessary to prevent churn.

Requirements Competencies Strong telephone handling skills and active listening Strong organizational skills with demonstrated administrative professionalism and responsiveness Proactive with team spirit who thrives under pressure Ability to multi-task, prioritize and manage time effectively Customer orientation and ability to adapt to different profiles, including managing difficult conversations. Needs to be a problem-solver, always looking to resolve conflict Customer service skills: courtesy and kindness in dealing with our clients and learners Enthusiasm, commitment and initiative Skills C2 level of French C1 level or higher of English Advanced level of MS Office Suite and other related tools Knowledge of Applicant Tracking Systems a plus Education & Experience Demonstrated experience working in a similar role

Benefits People-Powered Culture: We have a flat, modern, meritocratic culture that values enthusiasm, initiative, and commitment above all else. Flexible Working: Learnlight is a fully distributed virtual business with staff in 30+ countries and offices in 9 European cities, so you get to choose where you work. Learning & Development: Personalized language and soft skills training; ongoing professional development talks and masterclasses; frequent coaching and constructive feedback. Diversity & Inclusion: Learnlight fosters an open, positive, and diverse community which welcomes talent regardless of gender, religion, ethnicity, sexual orientation, age or disability. Community Events: We offer a range of social events including Virtual Drinks, Book Club, Tea Time, and in-person departmental and All Company meetups.

Details Location: Home-based Schedule: European time zone Contract: Full-time