Participant Experience Associate

Who We Are

The Center for Creative Leadership (CCL) is a top-ranked global provider of leadership development, training, and solutions servicing a global customer base. From team-builders and problem solvers to creative thinkers and transformational visionaries, our people are the drivers behind our business. At CCL, you'll have an opportunity to contribute to our mission of building better leaders and a better world. You will feel challenged and inspired while collaborating with a global team of thought leaders, practitioners, researchers, and partners. We share a collective passion for contributing to our clients' success, helping our teammates and colleagues grow and making a real difference in the lives of people around the globe.

General Summary

As a Participant Experience Associate, your primary role is to oversee and enhance the new participant integration and overall experience of customers as they prepare for their leadership journey. You will be responsible for creating a positive and engaging impression that fosters client satisfaction, retention, and loyalty. By understanding the needs and expectations of the customers, you will shape solutions that contribute to a positive experience during the participant lifecycle. This role reports to Customer Success, which is part of Global Marketing.

Principal Duties and Responsibilities

Onboarding and Orientation: Collaborate with Portfolio and Operations to design and implement a proactive, comprehensive onboarding program for new participants. Ensure that the onboarding process is seamless, informative, and welcoming. Enhance participants understanding of what to expect from their leadership journey, what program pre-work covers and how to complete all necessary preparation. Advise participants on the value of their assessments and why it is important to follow up on missing data to ensure the most complete and accurate feedback. Guide program/product participants through the assessment completion process.

Communication, Follow up, and Feedback: Establish effective communication channels to keep program participants informed about program updates, preparatory status, and policies. Follow up with program participants regarding missing assessment/pre-course work during prepare phase of their experience to ensure they are ready for the engagement. Encourage open and transparent two-way feedback which increases retention and customer satisfaction.

Advising and Qualification: Advise prospective clients and assess program fit for application based executive leadership programs. Manage program fills and participant retention.

Customer and User Experience: Provide basic technical support for participants using CCL systems. Maintain a thorough knowledge of the user experience on multiple CCL platforms. Manage responses to support-related questions from clients located across the globe. Maintain a working knowledge of assessments used by CCL. Keep abreast of program updates, new additions, and changes.

Required Qualifications:

The successful candidate will have the following qualifications:

• BS/BA degree preferred or at least 3-5 years of client service experience
• Excellent grammar/vocabulary and communication (oral and written) skills
• High degree of integrity, especially related to issues of confidentiality
• Excellent problem-solving skills
• Ability to work independently and with initiative
• Ability to multi-task in handling volume workloads and tight deadlines
• Strong understanding of client engagement principles and strategies
• Excellent interpersonal and communication skills, with the ability to interact with customers at all levels
• Demonstrated ability to analyze data, identify trends, and propose actionable solutions
• Skilled in a Windows PC environment

Pay and Benefits

• The hiring starts at $50,000.
• Offer will be commensurate with relevant qualifications and professional experience
• 403(b) Savings Plan with employer contribution
• Medical insurance
• Telemedicine
• Dental insurance
• Vision insurance
• Health savings and flexible spending accounts
• Paid time off and paid holidays
• Employer-paid short-term and long-term disability
• Employer-paid life insurance
• Employee and family assistance program
• Various voluntary options for additional plans or coverage levels

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)