Client Success Manager

Job Description

About Flume

A rapidly growing sales training business with a position of market leadership in the Media & Events market, and a growing footprint in Tech and Hospitality among other sectors. Flume deliver training through a blended, innovative, tech-enabled proposition.

Flume exists to help salespeople stand out in competitive markets and smash their targets. Their unique approach ensures learning is adopted and embedded, delivering measurable sales impact and exceptional ROI for clients.

They deliver game-changing sales and training approaches to help drive sales performance across their clients’ businesses. With an ambitious goal to be recognised as the world’s best Sales Training company, Flume only seek the very best to join their business as they scale. In return, employees benefit from joining the “Number 1 Most Flexible EdTech and Education Company 2023” – Flexa Industry Awards.

Flume is a remote-first business. You will benefit from working with a really smart focused team that will allow you to make the role your own whilst supporting you to achieve your goals.

If the above sounds attractive, and you share our values, then this role might be for you.

The Role

We’re looking for a highly organised, proactive, and collaborative Client Success Manager to join the Flume team. This role sits within our client success team and plays a vital part in ensuring our training programmes run seamlessly. You’ll provide essential operational support to our Head of Client Success, manage our trainer network, and own the feedback process that helps us continuously improve. You'll be accountable for client relationships and programme delivery, and you’ll be the engine that keeps everything running smoothly behind the scenes.

To excel in this role, you should have experience managing busy team diaries and be proficient in Office Suite, including Word, Excel, PowerPoint, Outlook, SharePoint, project management systems (We use Teamwork) and MS Teams. You must possess strong initiative, problem-solving skills, and the ability to multitask in a fast-paced environment. An organised, confident, and collaborative approach is essential, along with strong attention to detail and a structured approach to work with a proactive can-do mindset.

Responsibilities:

Project Leadership and client Management

• Oversee the project management of Tier 1 and Tier 2 client projects.
• Be the client-facing project lead on assigned projects, ensuring clear, accurate, and timely communication.
• Regular client contact to ensure projects are on track and successful, documenting actions and following up precisely to build client trust.
• Support the Head of Client Success to drive the learner-first journey forward.
• Maintain detailed records of client interactions, decisions, and changes to ensure transparency and accountability throughout the project lifecycle.
• Creating and developing client-facing deliverables, presentations, and communications to maintain high standards of professionalism.
• Run client-facing project launch and programme review calls.

Systems and tools management

• ·Set up and ongoing project management of Teamwork / Slack / other systems to support communication and management of client projects across the team.
• Initial set up and ongoing management of projects on Mindtickle, Flume’s learning platform.
• Managing Flume’s online learning platform for clients, uploading videos and sharing with the client, ensuring content is uploaded correctly and cross-checked.
• Manage the project tracker and raise any issues with the Head of Client Success, ensuring information is always up to date and consistent across systems.
• Identify and manage changes to toolkits, workbooks, and templates on Mindtickle and manage the process of updating these, ensuring version control and accuracy of resources.

 Project documentation and quality assurance

• ·Creating all project documentation including timelines, surveys, PowerPoints, programme review meetings, and delegate lists,
  ensuring all outputs are accurate, error-free, and branded correctly.
• Obtaining and collating materials from clients and supporting trainers with any discovery activities, checking completeness and accuracy before sharing.
• Maintaining Teamwork for project comms and ensuring all information and attachments are up to date, with regular accuracy checks
  and proactive updates to the team on any changes.

 Trainer and delegate support

• ·Briefing, prepping, and supporting trainers throughout projects to ensure success.
• Setting up and attending kick-off calls and any project planning meetings internally and externally.
• Supporting delegates and driving learning participation through email and video calls.

 Data, feedback and reporting

• ·Capturing feedback from surveys/MS Teams and maintaining the spreadsheet for each client throughout the project, sharing insights with wider team members, including capturing any testimonials and supporting the case study process at EOP.
• Collating monthly feedback stats reports for Performance Coach and COO internal meetings, ensuring figures are correct and sources are validated.
• Creating training feedback surveys and links and making recommendations for improvements based on the results.

 Event and logistics management

·Event project management and logistics, including support on live events, webinars, and virtual events.

 The ideal candidate will possess the following:

• Experience managing busy team diaries.
• Experience with online training/learning platforms is ideal.
• Super organised with strong attention to detail and a structured approach to work.
• A confident and approachable communicator who enjoys working across teams.
• Proactive, with a can-do mindset and a problem-solving approach.
• Tech-savvy, ideally with experience in LMS systems and project management tools (we use Mindtickle and Teamwork), and collaborative platforms.
• Comfortable juggling multiple priorities while maintaining accuracy and quality.
• Process-driven with a continuous improvement mindset.

Benefits and Package

• £32-£35k per annum
• Perm (5 days in core business hours with flexibility on hours)
• Remote working
• Lunch and Learns
• Team socials