Managed Services Associate

Position: Managed Services Associate

Location: Goregaon, Mumbai

About LRN:

LRN is the world’s leading dedicated ethics and compliance SaaS company, helping more than 30 million people every year navigate complex regional and global regulatory environments and build ethical, responsible cultures. With over 3,000 clients across the US, EMEA, APAC, and Latin America—including some of the world’s most respected and successful brands—we’re proud to be the long-term partner trusted to reduce organizational risk and drive principled performance.

Named one of Inc Magazine’s 5000 Fastest-Growing Companies, LRN is redefining how organizations turn values into action. Our state-of-the-art platform combines intuitive design, mobile accessibility, robust analytics, and industry benchmarking—enabling organizations to create, manage, deliver, and audit ethics and compliance programs with confidence. Backed by a unique blend of technology, education, and expert advisement, LRN helps companies turn their values into real-world behaviors and leadership practices that deliver lasting competitive advantage.

About the role:

LRN’s Managed Services team is a revenue generating team. We perform activities on customers’ behalf on LRN’s proprietary applications. We also work with customers’ program administrators, stakeholders, and internal customers closely. Our responsibilities include program administrator systems training, program administrator assistance, and responsibility for delivery of minor system configuration and content changes.

Requirements

What you'll do:

• Provide assistance to internal and external customers on all aspects of LRN’s proprietary applications (functions include campaign set up, system generated e-mails, system reporting, user data management, and customization) Please note these are all billable activities.
• Using defined systems and processes, keep both internal and external stakeholders updated as to the status of call tickets, requests, projects, and changes.
• Update necessary tracking and reporting systems to ensure that group statistics can be tracked, managed, and measured. Manage expectations of internal and external customers, ensuring capabilities are not exceeded to the detriment of the customer. Escalate issues related to capabilities were appropriate.
• Prioritize requests based on need and impact. Work with internal stakeholders to address priorities.
• Prepare/document and present (in written and verbal forms) product information that will assist customers with the capabilities of LRN's systems.
• Maintain quality levels for all work related to customers’ requests.
• Ensure there is an ongoing dialog between LRN and each customer with whom the Partner Assistance Centre team member is working.
• Perform content using our in-house tool.
• Providing assistance/training to customer point of contracts on LRN’s proprietary tools as well as providing solutions for an enhanced in-depth experience.
• Collaborate with peers to discuss unique solutions and to document them.
• Perform other duties as assigned

What we're looking for:

• Bachelor’s degree
• 0-2 years of L2/L3 level experience in a customer-facing role in an application support environment. We value ability and experience to independently manage operational relationships with enterprise Partners.
• Excellent communication skills in English. This position requires above par skills to write and speak in English.
• Extensive experience in supporting enterprise customers based in the US and Europe.
• Familiarity with HTML and CSS.
• Familiarity with Learning Management Systems.

Benefits

• Excellent medical benefits, including family plan
• Paid Time Off (PTO) plus India public holidays
• Competitive salary
• Combined Onsite and Remote Work

LRN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.