Client Relationship Manager, Totara Learning
Talent development software so people can do their best work
Open for applications
Talent development software so people can do their best work
201-500 employees
Open for applications
201-500 employees
Company mission
To make flexible solutions that adapt to an organisation's unique needs over time.
Role
Who you are
- The ideal candidate will have some Totara knowledge and experience (although not technical), otherwise good knowledge of the Learning Tech sector (which can be transferred/converted into Totara knowledge)
- Experience in client relationship management, account management or sales within the Learning Technology industry, working with learning management systems (LMS), e-learning platforms, or other educational technologies
- Strong communication and negotiation skills
- Ability to analyze client needs and identify business opportunities
- Proactive, organized, and self-motivated approach
- Familiarity with CRM tools and contract management
What the job involves
- The Client Relationship Manager’s role is primarily focused on existing client account management, renewals, and increasing revenue by promoting Totara services and closing up-sell opportunities
- Responsible for strengthening client relationships, client retention, and client satisfaction (including supporting client satisfaction survey processes)
- There are opportunities to be involved with client events, conference exhibiting, and client-focused marketing campaigns
- Occasional involvement with supporting new business pre-sales and sales processes
- The Client Relationship Manager will report to the Head of Customer Success (or appointed Team Leader/Senior Manager.)
- By the end of first year in post, you will be looking after 20-30 Totara accounts
- You will need to be engaging, and able to hold your own with senior stakeholders/buyers in client organisations (including renewals, negotiating costs, upselling, and facilitating account calls)
- In this role, you will be first point of commercial contact for clients, and an escalation point for them from standard Support/Client Services
- Account management of existing client contracts
- Maintain and strengthen client relationships and partnerships to maximise retention and revenue
- Manage the renewal of existing client contracts and ensure the issuing and prompt payment of invoices, with proactive planning and client engagement
- Forecast Revenue for upsell to enable business planning
- Oversee contract management for a set of agreed clients, and support/assist other members of the Commercial team with other clients, as required
- Develop and maintain Account plans and key client relationships to up-sell (and on sell) to existing clients
- Work with the Commercial management team to analyse existing client contracts and relationships and identify risks and opportunities to support annual revenue targets
- As part of account management, arrange and attend virtual (and in person) meetings with clients and prospects (including renewal and account-planning meetings, pitches, demos)
- Contribute to marketing activities, including social media posts/schedule, to support social authority and client/prospect-related campaigns and regular communications
- Maintain and expand social media and professional networks within client sectors and industries (and related networks, professional bodies and organisations)
- Assist with virtual and in-person client-related events (and sales events)
- Use the company’s CRM platform to administrate and manage Account data, updates, records, up-sell opportunities and deals
- Assist with the development of marketing/product-based collateral (Factsheets, proposals, etc.)
- Assist with pre-sales, tender and procurement processes and administration, where required
- Coach and support new members of the Commercial team on relevant process and procedures
Application process
- Introductory call with a member of our People Team
- Initial structured conversation with 2-3 Think Learning Commercial team members
- Then, by invite: Brief presentation and Q&A with 4-5 Totara people
Salary benchmarks
Our take
Managing the upskilling processes, engagement levels, and performance insights of employees is essential to successfully scale a workforce, with various platforms existing to tackle each individual problem. However, the siloed nature of these platforms makes for a convoluted process that prevents a holistic understanding of workforce management, presenting a demand for a more unified solution.
Totara provides an all-in-one software platform for L&D, providing solutions for enterprises across desktop software, mobile applications, product extensions and integrations, and cloud applications. The platform is split into three interconnected toolsets - TotaraLearn for learning management and upskilling, TotaraEngage for uniting collaborative workforces, and TotaraPerform for the analysis, management, and actionable insights.
Despite strong competition in the L&D space, Totara continues to stand out by recognizing how deeply connected education, engagement, and productivity really are. The platform's new AI features, including OpenAI-powered content support, help teams learn smarter and collaborate effectively. With over 20M users in 140 countries and a major investment from growth equity firm Ternzing in late 2023, Totara is in a good position to keep innovating and leading the charge in workforce development.
Freddie
Company Specialist at Welcome to the Jungle
Insights
22% employee growth in 12 months
Company
Company HQ
City of London, London, UK
Leadership
Dave Cruickshank
(CEO)Previously spent over 9 years at ATCORE Technology as the CCO and CEO. They also spent almost 6 years at Concise as a Managing partner, 3 years at Yotel as an Acquisition and Development Director and 2 years at British Airways as the Head of eCommerce.
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