OVERVIEW:

Skillsoft’s Professional Services team provides world-class, value-add services that enable our customers to maximize the impact of their learning investment.  We do this through the strategic utilization of content, technology and learning and development methodologies that drive business results.  

We are currently seeking a Learning Engagement Manager who will execute a portfolio of standard projects across multiple customers. Projects assigned to the Learning Engagement Manager are pre-defined, meaning the project plan, templates and tools required for delivery are generally provided.   The Learning Engagement Manager can act as a project manager and is responsible for ensuring that all projects are completed according to the specified project plan and to the quality standards required.  Projects managed by a Learning Engagement Manager are typically projects to help establish and grow a customer. 

Projects can include platform implementations, consulting with the customer to define outcomes, migrating customers from one LMS Platform to a new Platform, facilitating live sessions, creating basic marketing plans and materials, curating content, advising customers on best practices, measuring results/reporting and similar learning and development activities. The Learning Engagement Manager will act as a liaison between our customers and our internal technical teams. 

Establishing solid rapport and working relationships with all external stakeholders to ensure a delighted customer experience for the duration of the project and to deliver clear value in accordance to the customer’s needs as described in the contract will be important for this role.  The Learning Engagement Manager is responsible for establishing solid working relationships with internal stakeholders across all areas of the organization as needed.

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OPPORTUNITY HIGHLIGHTS:

• Manage the delivery of service engagements for Skillsoft clients.
• Work with account teams to focus on customer specific program needs. (E.g., aligning content to competency models and training needs, custom reporting and trend analysis to support value measurement, change management to support learning adoption, marketing and communication to support solution awareness, etc.).
• Acts as a liaison for Skillsoft and provides a communication point of contact as it relates to the customer’s service engagements within the parameters of the contract.
• Conduct and participate in customer meetings virtually to collect and understand customer business needs around those services provided.
• Develop and maintain detailed project work plans, completing all deliverables on time and in scope.
• Provide project management oversight for site implementations including site build, configurations, and integration.
• Provide project management oversight for customer migrations including initial scoping requirements, provide customer with deliverable expectations, coordinating site build, configurations, and integration.
• Provide guidance on product training and resource availability. Perform training as needed.
• Evaluate project risks and raise to management in order to develop contingency plans and to respond to change in risk factors as the project progresses.
• Communicate project status on a weekly basis to management and account team, maintaining a repository of meeting minutes and project issues.
• Escalate issues that impact client relationships to Skillsoft management and internal resources for resolution.
• Collaborate with team members and subject matter experts on the development of internal and customer-facing processes and documentation.
• Pursue understanding of the customer's program goals as the basis for consulting and recommendations.
• Participate and follow through on professional development opportunities as they arise.
• Maintain knowledge of industry trends

SKILLS & QUALIFICATIONS:

• Relationship Management: Ability to establish effective working relationships with internal and external stakeholders using diplomacy, courtesy and tact; to provide guidance in accordance with best practices and in a manner that enhances the customer’s perception of Professional Services and Skillsoft overall; to communicate clearly and effectively both verbally and in writing. 
• Basic L&D knowledge: Knows foundational principles of adult learning and development and concepts of effective application with some experience in execution.
• Consulting Skills: Understands theoretical and practical applications of L&D with the ability to share recommendations and best practices for a variety of unique customer needs. 
• Project management: Creates and maintains an environment that guides a project to its successful completion.
• Presentation & Analytical skills: Can confidently deliver an engaging message to a group of people which achieves the meeting’s objectives.  Excellent use and efficiency with Desktop applications (Work, Outlook, PowerPoint and Excel). Experience with virtual collaboration and web tools (Teams, WebEx, Zoom etc.)
• Influence and negotiation: Ability to use persuasion to gain the support and cooperation from stakeholders, superiors, colleagues, subordinates and other parties to achieve a desired course of action consistent with the project's(s) strategic goals and objectives.   
• Data Literacy: The ability to derive meaningful information from reports and apply those insights in a way that benefits the organization or the client.
• Accountability: Taking ownership of their responsibilities and executing autonomously; Accepts responsibility for own actions and decisions and demonstrates commitment to accomplish work in an ethical, efficient and cost-effective manner.  Shows readiness and ability to learn new concepts, processes, and tools.
• Facilitation: Ability to engage participants in a virtual session; mastery of WebEx and/or other virtual delivery tools
• University degree in education, business, computer science, or a combination of post-secondary education and related experience.
• Experience in a Learning and Development role preferably including content curation, learning facilitation, leadership development, and/or reporting and administration,
• Strong experience with virtual and collaboration web tools.
• Intermediate level of desktop application skills (Word, Outlook, Excel, PowerPoint, Microsoft Project, Access) with ability to learn new technologies and applications quickly as new application skills are required for the position.
• Experience or familiarity with the computer-based training market
• Familiarity with LMS or LCMS platforms, and preferably the integration of learning content with LMS platforms.
• Excellent customer service experience
• Project management, time management and organizational skills
• Team player and a strong relationship builder
• Ability to conduct business in a virtual environment, working with multiple virtual teams.
• Travel Limited, 10% on average annually.
• Some work outside of normal business hours will be required.

OUR VALUES:

WE ARE PASSIONATELY COMMITTED TO LEADERSHIP, LEARNING, AND SUCCESS. WE EMBRACE EVERY OPPORTUNITY TO SERVE OUR CUSTOMERS AND EACH OTHER AS:

• ONE TEAM
• OPEN AND RESPECTFUL
• CURIOUS
• AGILE
• TRUE

Any Skillsoft team member traveling to the United States for business will need to be fully vaccinated against COVID-19.