TwentyEighty Client Success Specialist in London, United Kingdom

Miller Heiman Group empowers people across an entire organization to perform at peak potential by bringing game-changing insight to sales performance and customer experience. We help companies build successful, customer-focused organizations that drive profitable revenue and top-line growth on a global scale. Our transformation from a sales training company to a leading provider of business performance solutions allows us to build world-class sales and service organizations by improving their alignment and execution like never before—and like no one else in the industry.

This role is critical to ensuring Miller Heiman Group delivers consistent, high-quality customer experiences. The role will suit a flexible and adaptable individual wishing to be a part of a new and evolving team.

They will serve as the focal point of contact for clients, the sales force (including channel and Direct) seminar faculty and others to effectively deliver world class customer service. They should be able to develop strong client and internal relationships and apply broad knowledge of event coordination and CRM usage. This position requires independent decision making and the willingness to take ownership of all daily tasks and responsibilities.

The overall objective is to provide service to the internal and external customers that meets or exceeds their expectations coupled with a high level of accuracy. Responsibilities include managing all aspects of a client engagement including: supporting sales in the creation and editing of PowerPoint presentations and word documents , order confirmation, scheduling Miller Heiman Group training resources, coordinating shipment/delivery of materials, revenue booking and billing of expenses for all aspects of Private Seminars, Custom and Consulting projects globally.

The successful individual will bring a highly practical mindset to excellent communication skills and will be motivated by being involved in the creation of a new team, process and environment.

  • Act as project resource to support project implementations at direction of project manager

  • Act as the client interface in specific implementations

  • Be involved in specific client project calls and off site or on site meetings – update schedules, contact other MHG offices and affiliates, manage internal customer expectations regarding resources

  • Liaise with appropriate fulfilment provider, both internal and external

  • Be the contact point for all external and internal customers throughout the implementation or order delivery

  • Agree logistical details with customers as required, e.g., scheduling dates, hotel and /or venue details and equipment

  • Agree and confirm details with trainers to support preparation for training events

  • Schedule trainer and negotiating resolution when scheduling conflicts occur

  • Manage backlog and agree action with salesperson to close backlog

  • Manage the information flow in a timely manner throughout the process to ensure all parties are appropriately informed

  • Send pre-work and or pre-course joining instructions as required

  • Manage the creation of customer specific materials

  • Create material orders with print provider

  • Send links to post-class assessment

  • Set participants up on project portal for blended or e-learning courses

  • Arrange timely shipment of course and pre-course materials for all delivery modes, including private seminars, virtual sessions, supplemental delivery components and other items

  • Liaise with regional offices, North America, Germany & Singapore regarding global delivery programs and initiatives

  • Compile post course survey and evaluation results, prepare reports and participate in projects as needed

  • Good standard of spoken and written English

  • German language would be an advantage

  • Experience of working in a learning and development environment would be desirable

  • Intermediate to advanced practical use of PowerPoint

  • Good working knowledge of Word, Excel and Outlook

  • Experience with desirable

  • Educated to degree level

  • Prior experience in a similar project-focused role

  • Demonstrable project management experience

  • Demonstrable communication and problem-solving skills

  • Hands-on experience in managing multiple internal and external stakeholders

ID: 2018-2759

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