Associate Director - Customer Engagement

Emeritus; Bengaluru Urban; Sur place; INR 4 000 000 - 7 000 000; Plein temps

Résumé du poste

Emeritus Enterprise is seeking an Associate Director – Customer Engagement to own strategic client relationships across a focused portfolio of enterprise accounts. This role sits between consultative selling and delivery.

You will be the person clients trust and turn to, and the person Emeritus relies on to ensure every programme we promise is delivered well. You will work closely with the sales team and own the client relationship from the first conversation through delivery and renewal.

Qualifications

• 12+ years of experience across enterprise client management, L&D / talent development and programme delivery.
• A strong understanding of how large organisations plan, buy and measure learning.
• A track record of managing complex, senior client relationships.
• Strong grounding in talent development, facilitation and learning design.
• Experience owning programme delivery end to end.

Responsabilités

• Lead client relationships with CXOs, CHROs and senior sponsors alongside the sales team.
• Turn client priorities into customised learning programmes and oversee delivery.
• Collaborate with proposals team on decks and RFP responses for complex engagements.
• Present solutions to senior L&D buyers and ensure delivery meets expectations.
• Drive renewal targets and identify growth opportunities within accounts.
• Support internal teams on learning design and, occasionally, facilitate sessions.

Connaissances

Enterprise client management

L&D / talent development

Programme delivery

Stakeholder management

Learning design

Description du poste

Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 65 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China. Emeritus’ short courses, degree programs, professional certificates, and senior executive programs help individuals learn new skills and transform their lives, companies and organizations. Its unique model of state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors and coaches has educated more than 250,000 individuals across 80+ countries.

Founded in 2015, Emeritus, part of Eruditus Group, has more than 2,000 employees globally and offices in Mumbai, New Delhi, Shanghai, Singapore, Palo Alto, Mexico City, New York, Boston, London, and Dubai. Following its $650 million Series E funding round in August 2021, the Company is valued at $3.2 billion, and is backed by Accel, SoftBank Vision Fund 2, the Chan Zuckerberg Initiative, Leeds Illuminate, Prosus Ventures, Sequoia Capital India, and Bertelsmann

About the role:

Emeritus Enterprise is looking for an Associate Director – Customer Engagement to own strategic client relationships across a focused portfolio of enterprise accounts.

This role sits between consultative selling and delivery. It is not a pure sales role, and not a pure project management role. You will be the person clients trust and turn to, and the person Emeritus relies on to make sure every programme we promise is delivered well. You will work closely with the sales team and own the client relationship from the first conversation through delivery and renewal.

What you will do

• Work with the sales team from the very first client conversation, leading discovery workshops, stakeholder interviews and needs assessments
• Turn client capability gaps and business priorities into customised learning programmes
• Partner with the proposals team on decks and RFP responses for complex, multi-stakeholder engagements
• Present solutions directly to senior L&D buyers as a credible peer

Client relationship management

• Own relationships with key stakeholders, from CXOs and CHROs to programme sponsors and L&D heads, along with the sales team
• Be the consistent face of Emeritus before, during and after each programme
• Hold regular check-ins and executive reviews with senior client contacts
• Spot early signs of concern and resolve them before they become risks
• Act as the client-facing lead for all running programmes, while the Project Manager handles operations
• Work with delivery, operations and faculty teams to make sure programmes run on scope and meet client expectations
• Be the escalation point between the client and Emeritus

Renewal and growth

• Own the renewal target for your account portfolio, the main commercial measure of this role
• Run regular value reviews that link programme outcomes to business impact
• Identify opportunities to grow within existing accounts, such as new cohorts, functions or capability areas
• Partner with account managers and sales leaders on renewal and growth conversations

Learning expertise

• Advise clients on programme design, sequencing and impact measurement
• Stay up to date on L&D practices, leadership development and AI in learning
• Support internal teams on learning design, and occasionally facilitate sessions

What we are looking for

• 12+ years of experience across enterprise client management, L&D / talent development and programme delivery (ideally at least two of these)
• A strong understanding of how large organisations plan, buy and measure learning, including budget cycles and stakeholder maps
• A track record of managing complex, senior client relationships, being the person the CHRO or CLO calls
• Strong grounding in talent development, facilitation and learning design
• Experience owning programme delivery end to end, not just coordinating handoffs
• Comfort with renewal targets, growth conversations and linking learning to business outcomes

Good to have

• Background in executive education, corporate universities, L&D consulting or learning solutions at a business school or specialist provider
• Experience with sectors such as BFSI, pharma, technology, energy, manufacturing or conglomerates
• Existing relationships with senior HR and L&D leaders in India / APAC
• Familiarity with facilitation methods, coaching frameworks and competency-based learning design
• Comfort working in a fast-growing environment without a fixed playbook

Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.