Associate Client Services Specialist (CSS)

Role

Reporting to the Client Services Manager, the Associate Client Services Specialist role primarily involves managing participants through their prescribed learning journeys using Imparta’s Learning Management System, i-Coach, and acting as the primary point of contact for our global network of faculty. You will be responsible for managing relationships with Faculty to drive delivery success and a positive partnership experience, building mutual respect, and loyalty to the Imparta brand. You will also ensure that all participant management is effectively planned and coordinated to meet project requirements and provide timely participant management support in relation to eLearning, re-inforcement activities and workshops.

Responsibilities

Key activities in this role will include, but not be limited to, the following:

Event and participant management

• Working with fellow CSS team members and Client Project teams to establish participant coordination requirements (e.g. eCards, Communications and eLearning enrolment) in the context of the learner journey and executing these accordingly.
• Coordinating learning events and activities, both virtual and face-to-face, across global time zones
• Supporting and ensuring face-to-face deliveries run smoothly, taking responsibility to communicate with the project manager and/or client regarding venues and room set-up instructions
• Ensuring all virtual deliveries are set-up correctly and run smoothly
• Accurately appointing and entering Participant, Faculty and Workshop related information across Imparta’s internal systems (e.g. Asana, Outlook invitations, Imparta’s Learning Management System (LMS) i-Coach)
• Managing queries across various required communication channels using company tools to deliver efficient and clear outcomes
• Acting quickly to investigate and troubleshoot issues using knowledge of internal systems and processes, resolving where possible and escalating through the appropriate channels where required, flagging issues and risks in a timely manner to enable appropriate mitigating actions
• Supporting our continuous improvement strategy by proactively contributing ideas and participating in trials to support software development and drive the operational efficiency of the business.
• Joining Client Project ‘Kick Offs’ and meetings (as needed) to build understanding of key Client deliverables and ‘What Good Looks Like’

Faculty management

• Proactively and thoughtfully communicating with faculty, fostering an effective working relationship and ensuring they are set up for delivery success
• Ensuring all Faculty contractual obligations in relation to the SOW and Imparta / Client travel and expense policies are clearly communicated and adhered to
• Liaising with the Faculty Partnership Team and Project Managers to create and schedule suitable core Train the Trainer (T3) journeys for faculty and ensuring faculty has access to core content prior to starting their T3 journey
• Managing Faculty queries and being the first point of contact for faculty conflicts / concerns
• With input from the Faculty Partnership Team, making Faculty recommendations in line with specified client requirements, then checking and securing availability for deliveries
• Collecting insights from Faculty, and feedback relating to Faculty performance, and sharing these with the Client Project teams and the Faculty Partnership function
• Understanding faculty drivers to create a mutually beneficial relationship, optimising their industry exposure and earnings.

You

• Excellent attention to detail and first-class organisational skills
• Able to handle multiple complex project schedules
• Experience of managing 3rd party service providers (i.e. consultants and faculty) to ensure all contractual obligations are met
• Experience of working with different cultures / nationalities, and particularly Asia Pacific, Eastern Europe and US
• Excellent responsive communication skills (verbal and written English) and strong interpersonal skills work with diverse partner stakeholders
• Able to understand and recognise client and supplier motivators to ensure delivery is executed to the highest standard
• Able to remain focused on client service levels and the critical success factors for delivery, to proactively provide solutions and ideas to challenge convention and provide benefit to the wider team
• Experience of working in a Sales team, Client Engagement and/or L&D environment highly desirable
• Able to work under pressure to tight deadlines, keeping a focus on supplier (faculty) needs as well as Imparta’s commercial needs.