The Client Success Learner role is designed as a developmental position for individuals interested in building a career in client success management. The learner will work closely with experienced Client Success Specialists to understand best practices in managing Tier 3 client accounts and supporting the contracting process. The role emphasizes learning, shadowing, and gradually taking on responsibilities with guidance.

Key Responsibilities:

Client Relationship Development:

Learn how to nurture and maintain professional relationships with client representatives, under the guidance of a Client Success Specialist.

Observe and support in ensuring clients engage successfully with the organization.

Participate in calls/meetings to understand how client satisfaction (CSAT) is monitored and improved.

Assist in escalating issues through proper channels, learning how to facilitate resolution in collaboration with resolver groups.

Contract Management:

Support in drafting contracts and scopes of work while gaining exposure to contract management best practices.

Learn the process of ensuring timely client execution and handover to delivery teams.

Gain an understanding of compliance and governance in contracting.

Adoption Support:

Shadow Client Success Specialists to learn how clients adopt service features and increase usage.

Assist in gathering client feedback and usage data to support adoption initiatives.

Observe how value realization is demonstrated to clients.

Expansion & Renewal Awareness:

Learn how to identify potential opportunities for up-selling and cross-selling.

Gain exposure to renewal processes by assisting in preparation for on-time contract renewals.

Support in documenting key client milestones that contribute to renewals and expansions.

Client Success Practice:

Participate in team learning sessions, knowledge-sharing forums, and internal training on client success practices.

Learn about data quality management, reporting, and maintaining accurate client information.

Assist in onboarding Tier 3 accounts on the service portal.

Gain hands-on experience with tools, methodologies, and client success KPIs.

Knowledge and Attributes:

Building strong interpersonal and communication skills to interact effectively with stakeholders.

Developing foundational knowledge in account planning, stakeholder management, and IT service environments.

Learning about ITIL practices, contract management, and billing processes.

Gaining exposure to financial and strategic aspects of client success (renewals, churn reduction, value realization).

Understanding the company’s offerings, positioning, and service portfolio.

Academic Qualifications and Certifications:

Bachelor’s degree or equivalent in Information Technology, Business, Sales, or a related field (preferred but not required for entry-level learners).

Interest in pursuing ITIL foundation certification, Client success certifications and related industry certifications during the role.