Robert Walters
EMEA Learning Architect - Customer Success
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Role Overview
The ideal candidate should have a strong functional understanding of our client Experience Cloud applications and how they deliver business value. This role does not require a technical expert, but it does require someone who can understand the fundamentals of our client solutions from a customer and business perspective.
The role will advise our client customers on designing and orchestrating enterprise learning strategies that accelerate adoption and maximize the value of their investment in our client solutions. You will help customers fully leverage PLS and Private Training offerings through targeted, role-based learning plans informed by customer needs analysis.
Using data-driven insights and timely interventions, you will improve learning outcomes, demonstrate measurable value, and build trusted-advisor relationships that support long-term adoption, customer satisfaction, and renewal.
Skills
- Ensure customers realize the full value of their training investment.
- Assess customer goals, user roles, workflows, and skill gaps to develop prescriptive, role-based training plans.
- Design and recommend tailored learning strategies using the full range of PLS offerings, including cohorts, instructor-led training, OnDemand content, and certifications, aligned with ACS sessions, Ultimate Success programs, and Experience League resources.
- Act as the primary advisor for PLS and Private Training accounts, guiding learning strategies that support product adoption, implementation milestones, and successful execution of customer use cases.
- Ensure learning programs deliver measurable improvements in readiness, customer satisfaction, adoption, and renewal readiness.
- Provide timely, data-driven recommendations to mitigate risks, increase engagement, and strengthen value realization.
- Collaborate with Customer Success Managers, Consulting teams, and Delivery Managers to coordinate training programs, schedule private sessions, and ensure seamless execution.
- Build trusted relationships with customers and foster engagement and advocacy throughout the subscription lifecycle.
- Provide structured feedback to curriculum, content, and delivery teams to support continuous improvement and alignment with the evolving customer and business needs.
- Participate in customer meetings and business reviews to communicate progress, demonstrate training value, and identify opportunities for continued learning and development.
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Education
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- Bachelor's degree or equivalent experience in business, education, learning and development, technology, or a related field.
- Relevant experience in customer success, learning strategy, consulting, enablement, or enterprise training is highly desirable.
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