Training Resources Group

• Build and maintain strong, long-term relationships with key clients to drive satisfaction, loyalty, and retention. • Actively manage a portfolio of accounts, including regular outreach, business reviews, and ongoing needs analysis. • Identify at-risk clients early and implement engagement strategies to re-establish value and reduce churn. • Collaborate cross-functionally to address and resolve client issues, ensuring timely and effective outcomes. • Identify opportunities to upsell or cross-sell additional services or features that meet client goals. • Support onboarding and training of new clients, ensuring they have the tools and knowledge to succeed. • Monitor and report on client health and activity using CRM tools, maintaining accurate and up-to-date records.

• The Customer Service Manager is responsible for managing the following functional teams: 1. Customer Support Team 2. System Administrators 3. Data Migration Team • Primary responsible to ensure timely and effective resolution of customer enquiries and issues. • This role involves overseeing day-to-day support operations, managing escalations, and maintaining performance standards in line with SLAs. • The Customer Service Manager will also be responsible for coaching and mentoring staff, delivering structured training programs, and driving continuous improvement initiatives across the support function. • They will work closely with cross-functional teams—such as Developers, Sales, and Customer Success—to ensure a consistent and seamless customer experience.

• Ensure every new eSkilled customer is onboarded and successful in getting the most out of their software • Run “How To” training webinars on software features • Creating “How To” screen capture videos for tutorials • Work with marketing team with communications on features to be sent regularly to clients • Assist Marketing Team in promoting new features • Identify clients struggling who may represent a risk of cancellation and support those clients to succeed in using the platform • Achieve set KPIs for retention of new clients • Work with the support team to improve client onboarding tools and tutorials • Work closely with the Account Manager and Support Team to ensure a smooth transition between new sales and support. • Promote paid services, such as course build/implementation services to assist clients onboarding faster. • Assisting the Account Managers with various time specific campaigns.