Senior Client Success Manager

Since 2011, General Assembly has transformed tens of thousands of careers through pioneering, experiential education in today’s most in-demand skills. 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.

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.

Role DescriptionAs a Senior Client Success Manager, you manage the delivery of General Assembly’s largest client programs, maintain and grow our most important client relationships, and ultimately are responsible for organizing and managing cross-functional teams to deliver on the largest and most important programs for our clients, and $3-5 million of annual client revenue.

This is a hybrid role.

Responsibilities

Manage top tier, Fortune 100 client relationships, and partner with the sales team to expand accounts

Lead Engagement, Product, and Instructional teams to deliver complex programs at scale

Lead project planning and scoping process, pre- and post-sale, by creating and managing project timelines and building internal and external project documentation

Act as primary client-facing point of contact week over week, including leading client updates and addressing escalated client questions

Build and manage program PandL s to ensure profitability in line with company targets

Proactively identify new ways for GA to contribute to clients’ talent upskilling and reskilling strategies

Monitor program success as measured by learning and sentiment metrics

Partner with GA’s global network of subject matter experts to deliver in-person and online training programs in data, product management, tech, digital marketing, and innovation culture

Manage a team of Client Success Managers on your accounts (maybe direct or dotted line), providing direction, guidance, and development while driving for results

Skills and QualificationsOur ideal candidate comes with at least 3-5 years of consulting experience, or experience managing teams in similar high-touch, complex client services environments. People who excel in this role are capable of managing large cross-functional projects and are exceptional problem solvers. They are comfortable with ambiguity, and also possess polished communication skills, infectious positive energy, and a passion for fast-paced and dynamic environments. Ideal skills/experience includes:

3+ years using Excel and Google Suite

2+ years as the primary client-facing project owner

2+ years managing a team

2+ years leading cross-functional projects

1+ year owning a PandL preferred

Experience working in pre-sales/legal support function a plus

Experience coordinating training programs a plus

Significant travel, up to 50%

Competency Rubric

Planning

Directing others

Interpersonal savvy

Dealing with ambiguity

Drive for Results

Business acumen

Unless otherwise noted, remote positions can be performed from the following approved General Assembly operating countries.

United States of America (states of operation may vary), Canada (provinces of operation may vary), United Kingdom, Australia, and Singapore.

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