• Support enterprise customers with enrolment, licence management, extensions and expiration - ensuring learners have timely, correct access aligned with contractual terms.

• Support strategic enterprise training customers post-sale, driving adoption, engagement, reporting and renewal readiness to maximize long-term customer value and retention

Success looks like: Members and learners feel well-supported, queries are resolved quickly, and escalations are rare because guidance is clear and proactive.

Data Integrity & Reporting

• Maintain data accuracy across both the P4P points and belt system and the education platform - running regular checks, investigating anomalies, and working with IT and data teams to resolve discrepancies at source.

• Produce accurate certification progress reports for enterprise customers and internal stakeholders - reconciling certification data from our LMS with Salesforce and Accredible credentialling platform data, and resolving inconsistencies before reports are shared.

• Lead the annual P4P belt recalculation process - coordinating with the data team, briefing Marketing Ops in advance, and reviewing outbound messaging for move-up, at-risk and drop-down scenarios.

Success looks like: Data is trusted. Reports go out accurately and on time. Belt scores and certification records reflect reality.

Platform & Communications Operations

• Act as the operational bridge between E&C and IT, learning vendors, and marketing platforms - escalating and tracking platform issues that affect learner access or programme data, and communicating clearly with members during disruptions.

• Own the Accredible digital credentialling relationship from an E&C perspective - ensuring credentials are issued accurately and on time, and that GDPR suppression sync between Marketo and Accredible is maintained.

• Coordinate the P4P communications calendar with Marketing Ops - reviewing and approving email templates for belt recognition, expiry reminders, and programme milestones.

Success looks like: Programme communications go out on time and on-brand. Platform issues are caught early, escalated fast, and members are never left without clear guidance.

Process Improvement & Documentation

• Document operational processes and standard procedures — building a library of clear, up-to-date guidance that reduces single points of failure and supports team resilience.

• Identify recurring issues across education and P4P operations and address them at source — reducing manual effort and building more scalable ways of working over time.

• Contribute an operational perspective to product and IT discussions early — flagging usability gaps and helping design processes that work in practice, not just in theory.

Success looks like: Operational friction decreases over time. Processes are documented and resilient. Recurring problems become rarer, not just better managed.

Required Skills & Experience

• Operations & Customer Success: Proven experience in an operational, customer success, or programme coordination role — ideally in an education, membership, SaaS or professional services environment.

• Data & Reporting: Strong attention to detail; able to work across multiple systems, reconcile discrepancies, and produce accurate, trusted reports for internal and external stakeholders.

• Member or Learner Support: Track record of handling high volumes of queries with efficiency and empathy, and improving the support experience through clear communication.

• Cross-Functional Collaboration: Comfortable working across IT, marketing, sales and product teams — acting as an operational bridge between technical and non-technical functions.

• Platforms & Tools: Familiarity with CRM and marketing automation tools (Salesforce, Marketo or equivalent), LMS platforms, Excel, Powerpoint and digital credentialling tools. Able to learn new systems quickly, with a focus on utilizing latest, evolving AI assistant tooling to expedite and automate tasks and solutions

Desired (But Not Mandatory) Skills

• Experience with digital credentialling platforms (e.g. Accredible, Credly) or member rewards / gamification programmes.

• Familiarity with GDPR in a marketing or member communications context.

• Background in or exposure to the telecommunications or technology standards industry.

• Understanding of change management principles such as the ADKAR model.