Senior Associate - Customer Success

Position Summary:

The Senior Associate, Customer Success will play a key role in managing and coordinating assigned learning programs while ensuring a seamless customer experience. This role involves providing administrative, technical, and system support related to training programs and assisting faculty/users in resolving IT and operational issues. The position requires close collaboration across multiple teams, including Sales, Implementation, Partnerships, Marketing, Product, Finance, and Legal, to drive customer engagement, satisfaction, and success.

Key Responsibilities:

• •Effectively manage customer training programs, ensuring smooth execution and timely delivery.
• •Support customer onboarding and engagement by developing learner success initiatives and sharing best practices.
• •Provide proactive support to faculty and users, troubleshooting issues, and ensuring timely resolution.
• •Act as a liaison between internal teams and customers to address queries and enhance user experience.
• •Maintain high service levels, ensuring adherence to customer success best practices.
• •Conduct customer briefings and updates on issue resolution progress and learning program status.
• •Manage and track training sessions, LMS administration, and logistical support.
• •Communicate with participants to provide training confirmations, answer questions, and facilitate engagement.
• •Maintain and update project trackers, ensuring accurate documentation of learning activities.
• •Generate and analyze reports on learner participation, assessment performance, and engagement metrics.
• •Collect and evaluate customer feedback, providing actionable insights to improve learning programs.
• •Ensure timely and structured reporting of learning program data for internal stakeholders.

Qualifications & Skills:

• •Bachelor's degree with a minimum of 3 years of experience in project management, customer success, or learning operations.
• •Strong organizational skills to manage multiple learning engagements and timelines effectively.
• •Proficiency in Excel and PowerPoint to create insightful reports and visual analytics.
• •Excellent communication and interpersonal skills to drive customer engagement and satisfaction.
• •High attention to detail, agility, and ability to manage multiple priorities.
• •Self-motivated with the ability to work independently while ensuring high-quality deliverables.
• •Strong problem-solving skills with a customer-first approach.
• •Experience in Learning & Development (L&D) operations is preferred.

About KNOLSKAPE:

At KNOLSKAPE, we help organizations and leaders become future-ready through experiential learning. With a diverse range of award-winning Simulation Courses and Experiential Journeys in areas such as Culture, Digital Transformation, and Leadership, we enable CXOs, Managers, and Individual Contributors to keep up with the pace of innovation and adapt to change.

KNOLSKAPE has emerged as a global pioneer in hyper-contextualized learning by leveraging its custom simulation-building capability, “Genie”. Moreover, our AI/NLP powered Nano-simulations are serving the clients as versatile micro-learning tools crafted to address a wide spectrum of nuanced learning needs. We have collaborated with 450+ leading organizations globally to provide learning and development opportunities to 500,000+ learners every year.

Founded by Rajiv Jayaraman, KNOLSKAPE is a certified Great Place to Work® organization that delivers robust transformative experiences for the modern learner and the modern workplace. KNOLSKAPE is a 150+ strong team with offices in Singapore, India, Malaysia, UK, and USA serving a rapidly growing global client base across industries. Founded by Rajiv Jayaraman, KNOLSKAPE is a certified Great Place to Work® organization that delivers robust transformative experiences for the modern learner and the modern workplace. KNOLSKAPE is a 150+ strong team with offices in Singapore, India, Malaysia, UK, and USA serving a rapidly growing global client base across industries.