Senior Customer Success Specialist, Workforce DevelopmentHybrid

Who is RMIT Online?

We’re all about delivering world-class digital learning experiences, with a strong focus on the future of work. Our passionate and nimble team is dedicated to creating a community of lifelong learners who thrive in their careers.

Collaborating with industry leaders and experts, we offer top-tier online education using the latest digital tools and technologies—and have fun along the way.

About the Role

We’re looking for an experienced Senior Customer Success Specialist (SCSS) to step into this dynamic role, reporting to the Interim Customer Success Manager during a two-year maternity leave opportunity. You’ll play a pivotal role in ensuring the smooth rollout of training programs across our diverse B2B clients—think corporate, government, and not-for-profit partners.

This is far from a sit-behind-the-screen kind of job. You’ll be the orchestrator of seamless project rollouts, working directly with clients to understand their unique goals and turning those into meaningful learning experiences. From designing project plans and running onboarding sessions to troubleshooting issues and celebrating successes, you’ll be client facing and at the heart of delivering value to our clients and their learners.

Plus, you’ll sometimes find yourself as our “boots on the ground” at networking and client events. Whether it’s building trust with stakeholders over coffee or making a stellar impression at formal meetings, you’ll be a key player in strengthening relationships and driving repeat business.

If you’re the kind of person who thrives on juggling multiple priorities, loves connecting with people face-to-face and online, and enjoys transforming challenges into solutions, this role is tailor-made for you.

Core Responsibilities

• Lead the end-to-end delivery of workforce training programs, ensuring every detail aligns with client expectations.
• Onboard new B2B clients with tailored strategies and clear communication plans to maximise learner engagement.
• Build and nurture client relationships, both online and in person, ensuring satisfaction and uncovering future collaboration and commercial opportunities.
• Collaborate across teams to troubleshoot issues, gather insights on learner progress, and create actionable reports that inform both our clients and internal stakeholders.
• Manage the enrolment process, ensuring a seamless experience for learners while reducing attrition.
• Represent RMIT Online at client events and networking opportunities, showcasing our expertise and commitment to delivering exceptional results.
• Surface client success stories and collaborate with Marketing to share impactful case studies.

If you enjoy a balance of strategic thinking and hands-on project work, and you’re comfortable making meaningful connections at both formal events and casual meet-ups, this is the role for you!

Why This Role Rocks

Let’s start with the impact—you’ll be shaping the professional development of thousands of learners, helping them thrive in their careers. You’ll also be collaborating with a tight-knit team that knows how to work hard and laugh harder.

Expect a mix of autonomy and teamwork. You’ll have plenty of space to make the role your own, but there’s also a squad ready to back you up, whether it’s solving a tricky issue or debating the best 80s music video on Slack (we’re serious about our Friday music shares).

A Typical Week in This Role

Your week will be a mix of project management, client love, and problem-solving. Picture this:

On Monday, you’re catching up with clients to review their training rollouts and making sure everything is running smoothly. Maybe there’s a hiccup with learner engagement—no problem, you’ll brainstorm with the Student Experience team to find a fix.

Tuesday might see you diving into the data, pulling reports in Excel, and creating a killer PowerPoint presentation to show off your clients’ success stories (you’re their biggest cheerleader, after all).

By Wednesday, you’re in the office, grabbing a coffee with the team before running a live onboarding session for a new client. You nail it, of course, and they’re thrilled with how seamless the process is.

Thursday rolls around, and it’s all about collaboration. You’re working with the Product team on a private cohort delivery, then heading out for lunch with the team (we love exploring Melbourne’s food scene).

And on Friday, it’s wrap-up time. You review the week’s wins, tackle any loose ends, and maybe sneak in a bit of Slack banter before the weekend.

The Team and Our Hybrid Work Vibe

The Workforce Development team is a mix of go-getters and good vibes. We’re serious about our work but don’t take ourselves too seriously. Expect a lot of laughter, a sprinkle of sarcasm, and plenty of support.

You’ll be reporting to the Interim Customer Success Manager, Storm, a Filipino Martial Arts medallist and working very closely with our Head of Sales and Customer Success, Rima, a professional Bollywood Dancer – so not only do they have the smarts, they’ve got the moves!

We’re big on connection. Mondays start with weekend debriefs on Slack—photos included. Thursdays are for coffee catch-ups, and if you’re in the office, lunch is practically mandatory. Fridays? That’s when the music video shares kick off, and the nostalgia runs wild – if you can survive the team’s 80s music video critiques, you’ll fit right in.

It’s a hybrid setup, so you’ll be able to split your time between home and the office although our office is open 5 days a week. But whether you’re on Zoom or in person, you’ll feel the camaraderie. You’ll be in the office two days a week where you’ll be hunting down the best coffee haunts you’re your team, and working remotely for the rest. Of course, there’s the occasional evening onboarding session with an international client—Spain, anyone?—but that just adds a bit of spice to the routine.

Sound Like You? Here’s How to Apply!

Some might think cover letters are outdated, but we see them as a test of your ability to communicate and connect—skills essential for this role! So, in your cover letter, tell us:

• How you’ve previously built positive relationships with clients or teams and the impact it had.
• Which Future Skills course excites you the most and why (go on, have a browse—we’ll wait!).
• What’s your all-time favourite music video, and why does it deserve a spot in the RMIT Online Slack hall of fame?

Ready to bring your skills to RMIT Online? We’d love to hear from you! Apply today and join a team where your work truly makes a difference (and where we promise excellent coffee and great company).

IMPORTANT:

Timelines Over the Festive Season

We understand this is a bustling time of year, but for us, it's about finding the right person for the role, not just ticking a box. With this in mind, we’ll commence shortlisting during the week of 9th December 2024, continuing to review applications weekly and conducting screenings concurrently.

First-round interviews will kick off from 6th January 2025, with final interviews scheduled for the week of 13th January 2025.

RMIT is an equal opportunity employer committed to being a child-safe organization. We are dedicated to attracting, retaining, and developing our people regardless of gender identity, ethnicity, sexual orientation, disability, or age. We strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.