WHAT YOU'LL DO

　　This role plays a pivotal role in driving BCG U's success across various clients in the NAMR/EMESA regions. It will operate across functions, geographies, and parts of the business to ensure we are able to help our clients build strong capabilities through the use of our learning solutions. You will play a strategic and supportive partner role for our clients and ensure maintenance of a long-term partnership as programs are deployed and learning and business outcomes are realized.

　　You will work closely with Client Success Senior Manager/Global Client Program Director and manage end-to-end program delivery encompassing alignment with the client on program schedule, onboarding of learners, periodic sharing of dashboards & analytics report, collecting feedback, driving completions and program success in collaboration with the client, and feeding back market insights. You will work closely with multiple teams in and outside BCG U - content team, facilitators, technical platform team, to ensure successful delivery of each program and to meet client expectations.

　　The role will keep a close watch on each program to plan resources, proactively identify any issues, and make course corrections as needed in collaboration with the team. It will also play a point of contact for addressing learners' queries and providing them timely and appropriate support in collaboration with the client's own Learning and Development teams. It will also be responsible for collating, analyzing, and disseminating information about each program to the larger BCG U team and leadership bringing out key Insights for taking informed decisions and continuously improvising our programs and making them more robust. A core responsibility of the role lies in measuring the impact of our programs which is the key differentiator of BCG U's offering in the market. In addition, the role will help manage our IP/assets and liaise with our technology team to enable a seamless client experience as we manage their "access" to our products and our contractual agreements for learners' access to our platforms.

　　The client success manager will have to build a strong rapport with clients, learners and effectively communicate with internal teams to drive overall program success and meet desired outcome.

　　Key Competencies

　　Excellent project management skills, including multi-tasking across projects and teams and ability to both plan long term and adjust last minute

　　Intellectual agility, problem solving, ability to focus on big picture and on detail, analytical skills and decision making

　　Proactive, self-motivated, sound judgment and "get it done" attitude

　　Excellent oral and written communication and presentation skills, at all levels of the organization, including senior leadership

　　Collaborative team player

　　Ability to interact and team effectively at all levels of the organization, including most senior and most junior

　　Relentless focus on customer and business needs

　　Ability to handle confidential performance and HR information with professionalism and confidentiality

　　YOU'RE GOOD AT

　　Program management

　　Verbal and written communication including with senior audiences, including strong slide-writing skills that allow quick and compact information exchanges with clients and internal teams

　　Managing multiple senior stakeholders (Internal and external)

　　Building trust-based relationships and networks with local, regional, and global teams and with external clients

　　Planning and foresating capacity and staffing needs for the regional program deployments

　　Taking ownership of delivering regional programs

　　Collaborative and creative problem solving that results in buy-in to win-win solutions

　　Rigorous, accurate data analysis from which comes insight and practical courses of action to drive desired outcomes and improve processes

　　Teaming and can do attitude

　　YOU BRING (EXPERIENCE & QUALIFICATIONS)

　　6-8 years' professional work experience

　　Experience/exposure to digital learning, Edtech preferred

　　Program management experience

　　Strong written and verbal communication skills

　　Advanced skills in PowerPoint, MS Excel, Word, Slack. Alteryx, Tableau preferred

　　Enterperneaushirp of prior consulting experience in Global setting preferred

　　YOU'LL WORK WITH

　　Global and Regional BCG U Teams, in particular the Operations and Client Success Management Teams

　　The BCG U product management and leadership teams

　　Various regional case teams

　　External vendors/partner

　　ADDITIONAL INFORMATION

　　BCG U is our global center of expertise on upskilling and reskilling for transformative business impact. BCG U's mission is to equip our clients with future-critical capabilities, so that organizations can tackle issues with skill shortages rapidly and at scale. In doing so, we help unlock the full potential of private and public sector organizations around the world.

　　More than a traditional L&D program, BCG U helps our clients with significant, strategic capability improvement by:

　　Upskilling strategically critical groups (those with highest impact potential) to drive transformational change

　　Driving significant and measurable impact on key business metrics

　　Crafting rich, customizable learning journeys at scale, tailored to client's unique challenges, and delivered by world-class academic experts and industry practitioners

　　Ensuring that learnings are made applicable in daily work through practice, processes and tools to support change, and new behaviors and mindsets

　　#LI-SD4