Client Success Manager

<div class="content-intro"><p class="p1"><strong data-stringify-type="bold">Since 2011, General Assembly has transformed tens of thousands of careers through pioneering, experiential education in today’s most in-demand skills. As featured in The Economist, Wired, and The New York Times, GA offers training in web development, data, design, business, and more, both online and at campuses around the world. Our global professional community boasts 60,000 full- and part-time alumni — and counting. In addition to fostering career growth for individuals, GA helps employers cultivate top tech talent and spur innovation by transforming their teams through strategic learning. More than 21,000 employees at elite companies worldwide have honed their digital fluency with our upskilling and reskilling initiatives. GA has also been recognized as one of Deloitte’s Technology Fast 500, and Fast Company has dubbed us leaders in World-Changing Ideas as well as the #1 Most Innovative Company in Education.</strong></p> <p class="p1"><br><strong data-stringify-type="bold">GA is at the leading edge of creating practical solutions to one of the most pressing challenges of our time - the future of work. As recognized by The World Economic Forum, BCG, the OECD and more, these are big challenges to which only a few companies are offering real solutions. In this role, you'll be speaking every day to corporate leaders who rely on GA to help them apply these solutions to their workforce of the future.</strong><span class="c-message__edited_label" data-sk="tooltip_parent"> </span></p></div><h1><span style="font-size: 14pt;"><strong>Role Description</strong></span></h1> <p>As a Customer Success Manager, you support the delivery of General Assembly's largest client programs and help grow our most critical accounts. You will be a key member of a cross-functional, client-facing team responsible for managing $5-8 million in annual client revenue.</p> <p><span style="font-size: 14pt;"><strong>Responsibilities</strong></span></p> <ul> <li>Support Senior Client Success teams in managing Fortune 100 client relationships and account expansion strategies.</li> <li>Execute engagement and delivery strategies for both online and in-person training programs.</li> <li>Document direct costs associated with program delivery.</li> <li>Own internal and client-facing meeting summaries, including key decisions and action items.</li> <li>Track day-to-day program success through learning and sentiment metrics.</li> <li>Collaborate with internal teams to ensure high-quality corporate program delivery.</li> <li>Create and present delivery reports containing qualitative and quantitative data.</li> </ul> <h1><span style="font-size: 14pt;"><strong>Skills & Qualifications</strong></span></h1> <ul> <li><strong>Experience: </strong>At least 2+ years of prior work experience with polished communication and a strong work ethic.</li> <li><strong>Client Management: </strong>Minimum 2+ years in consulting, customer service, or client management working with various stakeholders.</li> <li><strong>Technical Proficiency: </strong>2+ years of proficiency using Excel and Google Suite.</li> <li><strong>Leadership: </strong>Experience in project management or coordinating training programs is a plus.</li> <li><strong>Travel: </strong>Ability to handle significant travel, up to 50%.</li> </ul> <h1><span style="font-size: 14pt;"><strong>Competency Rubric</strong></span></h1> <table> <thead> <tr> <th> <p><strong>Core Competency</strong></p> </th> <th> <p><strong>Definition</strong></p> </th> <th> <p><strong>We Know We See it When</strong></p> </th> <th> <p><strong>We Know We Don't See it When</strong></p> </th> </tr> </thead> <tbody> <tr> <td> <p><strong>Process Management</strong></p> </td> <td> <p>Good at following and managing the processes necessary to get things done, organizing people and activities, and simplifying complex processes to get more out of fewer resources.</p> </td> <td> <p>A documented project plan is well understood by all team members. Process is used to increase efficiency, not complexity.</p> </td> <td> <p>There is no documented project plan in place or the team is unaware of the process. Unnecessary steps are added that slow down the team.</p> </td> </tr> <tr> <td> <p><strong>Customer Focus</strong></p> </td> <td> <p>Centering every decision, artifact, and interaction on making the client happy and maximizing their experience and outcome, without being incentivized by internal margins.</p> </td> <td> <p>Every decision is judged by its impact on the client outcome. Consistently acts as a trusted advisor, pushing back constructively when necessary.</p> </td> <td> <p>Decisions prioritize avoidance of internal complexity over client outcomes. Fails to provide constructive pushback and acts as an "order-taker".</p> </td> </tr> <tr> <td> <p><strong>Action Oriented</strong></p> </td> <td> <p>Drive and initiative to achieve client outcomes. Performance is measured by client outcomes,satisfaction, account health, and rete