Associate Director Customer Success

About Simplilearn :

Founded in 2010 and based in Plano, Texas, and Bangalore, India, Simplilearn, a Blackstone portfolio company, is a global leader in digital upskilling, enabling learners across the globe with access to world-class training to individuals and businesses worldwide. Simplilearn offers 1,500+ live classes each month across 150+ countries, impacting over 8 million learners globally. The programs are designed and delivered with world-renowned universities, top corporations, and leading industry bodies via live online classes featuring top industry practitioners, sought-after trainers, and global leaders. From college students and early career professionals to managers, executives, small businesses, and big corporations, Simplilearns role-based, skill-focused, industry-recognized, and globally relevant training programs are ideal upskilling solutions for diverse career or business goals.

Role & responsibilities

1. B2B Delivery Strategy & Execution:
• Lead and manage the end-to-end delivery of solutions to B2B clients, ensuring timely, efficient, and high-quality implementation.
• Collaborate closely with product, sales and solutions architect teams to understand client needs and translate them into effective operational workflows.
• Develop and refine B2B delivery processes, ensuring scalability and alignment with business goals.
• Oversee the planning, coordination, and execution of client onboarding, training, and product deployment.
2. Client Relationship Management:
• Serve as a senior point of contact for key clients, proactively addressing any operational concerns or challenges.
• Establish and maintain strong relationships with clients to ensure ongoing satisfaction and drive long-term partnerships.
• Collaborate with account managers to identify opportunities for service improvements and identify upsell opportunities.
3. Team Leadership & Development:
• Manage and mentor a team of delivery operations professionals (program managers), ensuring their development and high performance.
• Provide training, guidance, and feedback to team members to foster a high-performing, client-focused culture.
• Work cross-functionally with product, marketing, faculty and sales teams to ensure cohesive delivery across all client touchpoints.
4. Performance Metrics & Reporting:
• Establish and track key performance indicators (KPIs) to monitor the effectiveness of delivery operations.
• Manage revenue forecasting and reporting during the program delivery lifecycle
• Provide regular reporting on delivery timelines, client satisfaction, and operational improvements.
• Analyze performance data to identify areas for improvement and implement process optimization.
5. Continuous Improvement & Innovation:
• Identify opportunities to streamline delivery processes, improve efficiency, and enhance client outcomes.
• Stay informed on industry trends, emerging technologies, and best practices to continuously innovate and improve delivery operations.
• Lead change management efforts as necessary to adapt to new technologies or evolving client needs.

Preferred candidate profile

• Bachelors degree in Business, Education, Operations, or a related field. A Masters degree is a plus.
• 7+ years of experience in B2B operations, program management, or client delivery in an EdTech or SaaS environment, with at least 3 years in a leadership or management role.
• Proven experience in delivering complex solutions to business clients, preferably within the education or technology sector.
• Strong understanding of EdTech products, trends, and the B2B client landscape.
• Exceptional leadership skills, with experience managing and developing teams.
• Excellent communication, interpersonal, and client-facing skills, with the ability to build relationships with senior stakeholders.
• Strong problem-solving skills and a proactive approach to overcoming operational challenges.
• Ability to work in a fast-paced, dynamic environment, managing multiple priorities and deadlines.
• Proficiency with project management tools, CRM systems, and data analysis tools.