Client Success Associate

6 months ago

Greater Toronto Area, Canada Fair Chance Learning Full time

The Client Success Associate (Associate) reports to Fair Chance Learning (FCL)’s Director of Learning Innovation (Director) and works closely with the entire Achieva product team to ensure coordination of efforts to reach the organization’s strategic goals and objectives. The Associate supports the ongoing delivery of FCL’s learning & development platform, Achieva, which aids small & medium sized businesses without in-house learning & development resources in upskilling their workforce with in-demand 21st century skills. The Associate will focus on ensuring the success of our clients and learners by effectively managing the online learning portal (Dynamics) while providing exceptional support and guidance to both clients (organizations) and learners (individuals).

**Role & Responsibilities**

The role of the Associate includes the following duties to be undertake in a professional manner to protect and promote Fair Chance Learning and its partners:

- **Online Learning Portal Management**: take ownership of the online learning portal, overseeing its smooth operation and functionality. Maintain and update the portal with relevant courseware, ensuring accuracy and accessibility. Manage client relationships and their respective learners within the portal, ensuring accurate records and smooth interactions.
- **Client and Learner Support**: assist clients in navigating the learning platform, understanding its features, and leveraging its capabilities to meet their business objectives. Guide learners in accessing their identified learning pathways, troubleshoot any technical issues, and provide timely assistance. Offer ongoing support and proactively identify opportunities for enhancing the learning experience.
- **Primary Point of Contact**: serve as the primary contact for clients, learners, and internal stakeholders regarding the online learning portal, courseware, and engagement. Respond promptly and professionally to inquiries, providing accurate and helpful information or directing individuals to appropriate resources. Actively listen to clients and learners, addressing concerns, and resolving issues effectively to ensure a positive experience.
- **Reporting and Data Analytics**: maintain regular reporting on the usage and performance of the online learning platform, generating insights and recommendations for improvements. Utilize data analytics to monitor learner engagement, identify trends, and provide actionable insights to optimize the learning experience. Collaborate with the entire Achieva product team to leverage data-driven insights in improving courseware, platform features, and overall client satisfaction.

The additional responsibilities of the Associate include:

- Collaborate effectively across FCL teams (Achieva & others) to ensure program success and FCL’s ability to attract new opportunities.
- Contribute to the success, culture, and innovation of FCL by exhibiting a growth mindset.
- Support a work environment that values creativity, personal growth, and collaboration.
- Coordinate with FCL internal teams to develop and promote corporate and partner communications through the production of various content (i.e., videos, written and audio).
- Participate in social, conferences, and celebratory events related to FCL and its partners.
- Work in professional manner that will protect and promote FCL’s brand and reputation.
- Business travel as required to perform the above duties and responsibilities.
- Performing other duties that may arise from time to time and as may be assigned by the Director.

**Requirements**:

- Experience working in a customer service role; a focus on adult learners or corporate/business clients is preferred.
- Experience in managing online learning platforms or learning management systems (LMS).
- Strong customer service skills with the ability to communicate effectively and professionally.
- Strong collaboration and communication skills, with the ability to work effectively with cross-functional teams and stakeholders.
- Exceptional organizational skills with the ability to handle multiple tasks and prioritize effectively.
- Proficient in data analysis and reporting, with the ability to derive actionable insights.
- Proactive and self-motivated with a strong attention to detail.
- Ability to work independently as well as collaborate within a team-oriented environment.
- Knowledge of Learning & Development principles and practices is preferred.

**Compensation & Benefits**
- 2wks paid vacation (+ 1wk paid holiday shutdown)
- Paid sick time & religious observance days
- RRSP matching program, and paid benefits (after probationary period)

**Fair Chance Learning Culture and Values**

We're extreme collaborators, driven by the successes of those we work with. Transformation is messy and disruptive; we believe taking risks is essential to the process. We're serious about the work we do, but that doesn't mean we're serious. We bel

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