Customer Experience Manager- EdTech

Accenture PLC; Annapolis (MD); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Life insurance

Long-term disability insurance

401(k) plan

Bonus opportunities

Paid holidays

Paid time off

Job summary

Accenture LearnVantage is seeking a Customer Experience Manager to lead client upskilling and reskilling initiatives, coordinating across Sales, Courseware Development, Technology, and Operations Delivery. You will guide private instructor-led deliveries and ensure seamless execution from planning through completion.

You will build trusted client relationships, own program reporting on progress, learner engagement, risks, and next steps, and drive improvements to standardize private ILD programs

Qualifications

• Minimum of 4 years of project and program management experience.
• Minimum of 2 years in ed tech, enterprise learning, or learning operations.
• Bachelor's degree or equivalent (minimum 12 years) work experience; Associate Degree requires 6 years experience.
• PMP certification.
• Familiarity with cloud, AI, data, or programming to talk credibly with client technical stakeholders.
• Experience with project management tools and a track record of using them.
• Familiarity with online learning platforms, LMS systems, or enterprise training programs.
• Sees patterns behind repeated problems and helps fix them at the process level.

Responsibilities

• Lead assigned client upskilling and reskilling programs, coordinating Sales, Courseware Development, Technology, Operations Delivery, and client stakeholders from planning through completion.
• Serve as the operational lead for private instructor-led deliveries for clients, partnering with the account's sales lead on client requirements and with Operations Delivery and other teams to make sure every delivery item is completed.
• Plan and implement delivery for deals that combine instructor-led training, on-demand learning, accelerators, and other offerings, sequencing each component so the client experiences one cohesive program that addresses their needs.
• Build and maintain trusted relationships with client program owners and sponsors in partnership with Customer Success Managers, so clients collaborate with a consistent, knowledgeable delivery partner.
• Own program reporting for clients, covering progress, learner engagement and completion, risks, and next steps.
• Track commitments against delivery, surface risk early, and manage escalations.
• Drive process improvement and standards for private instructor-led deliveries and programs, turning recurring client feedback into repeatable playbooks.

Skills

Project management

Ed tech knowledge

Stakeholder management

LMS familiarity

Education

Bachelor's degree or equivalent

Tools

Project management tools

LMS systems

Job description

About Accenture LearnVantage

Accenture LearnVantage is Accenture's enterprise learning business, purpose-built to help organizations develop the technology skills their workforce needs to compete. We deliver high-impact, project-based learning programs at scale across topics like cloud, AI, data, programming, and cybersecurity. Customer Experience Managers are internal operational leads for enterprise clients. They know how to deliver the full range of deal types smoothly, whether a deal is a private instructor-led delivery, a multi-week upskilling or reskilling program, on-demand learning, an accelerator, or a blend of several different services. Behind the scenes, they turn what they hear from clients into clear plans, early risk signals, and improved operational processes.

Responsibilities

• Lead assigned client upskilling and reskilling programs, coordinating Sales, Courseware Development, Technology, Operations Delivery, and client stakeholders from planning through completion.


• Serve as the operational lead for private instructor-led deliveries for clients, partnering with the account's sales lead on client requirements and with Operations Delivery and other teams to make sure every delivery item is completed.


• Plan and implement delivery for deals that combine instructor-led training, on-demand learning, accelerators, and other offerings, sequencing each component so the client experiences one cohesive program that addresses their needs.


• Build and maintain trusted relationships with client program owners and sponsors in partnership with Customer Success Managers, so clients collaborate with a consistent, knowledgeable delivery partner.


• Own program reporting for clients, covering progress, learner engagement and completion, risks, and next steps.


• Track commitments against delivery, surface risk early, and manage escalations.


• Drive process improvement and standards for private instructor-led deliveries and programs, turning recurring client feedback into repeatable playbooks.

Minimum Qualifications

• Minimum of 4 years of project and program management experience


• Minimum of 2 years of experience working in ed tech, enterprise learning, or learning operations


• Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate Degree, must have minimum 6 years work experience)


• PMP certification


• Familiarity with technical subject areas such as cloud, AI, data, or programming, enough to speak credibly with client technical stakeholders.


• Experience with project management tools and a track record of using them.


• Familiarity with online learning platforms, LMS systems, or enterprise training programs.


• Sees patterns behind repeated problems and helps fix them at the process level.

Compensation

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.

Benefits

• Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off.

Company Overview

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities.

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