The Ecole polytechnique fédérale de Lausanne (EPFL) is one of the most dynamic university campuses in Europe and ranks among the top 20 universities worldwide. The EPFL employs 6,000 people supporting the three main missions of the institutions: education, research and innovation. The EPFL campus offers an exceptional working environment at the heart of a community of 16,000 people, including over 10,000 students and 3,500 researchers from 120 different countries.

Learner Experience Manager (80-100%) - EPFL Extension School

Your mission :


The EPFL Extension School is looking for a Learner Experience Manager to join our growing team. The Learner Experience Manager will be responsible for shaping the experience of the enrolled learners as well as for providing high-touch account management solutions to our B2B partners. This is an extremely hands-on role, requiring a service-minded orientation, very strong written and verbal communication skills, excellent presentation skills, attention to detail, and the ability to build relationships at many levels.
Main duties and responsibilities include :

• Responsible for key account management for our B2B partners


• Work with our business development team to contribute to pre-sales support


• Be responsible for managing the onboarding process for new partnerships


• Deliver the high-touch support we provide to our partners including reporting, billing and other admin


• Provide ongoing support, encouragement and motivation to our learners


• Represent the EPFL Extension School at relevant events, trade shows, conferences, etc.

Your profile :


Qualified applicants should have:

• Previous account management experience in a high-touch customer service role


• Strong relationship management and stakeholder management skills


• Excellent verbal and written presentation skills


• HTML and basic CSS knowledge that does not involve a drag-and-drop interface


• Strong technical skills/understanding (you can configure your own mail accounts, install software, “speak” in markdown, are at ease using online tools and services…)


• An analytical mindset with the ability to develop, track and forecast metrics and seek ways to improve churn and learner satisfaction


• Excellent written and spoken English (must be comfortable to present to a large audience in English)


• Professional working level of German


• Strong organizational and interpersonal skills


• Experience using Salesforce or similar CRM


• Ability to complete tasks on time with minimal supervision


• Self-starter, capable of autonomous work

Desirable other qualifications include:

• Startup experience


• Highly functional technical knowledge (markdown, git, ability to code for responsive design, HTML template development, knowledge of R and the tidyverse)


• Previous experience with newsletter management systems, social media management tools

We offer :


What our team loves about working here:

• The opportunity for a career with room for both professional ambitions and personal/family commitments


• Time on the job to learn new skills and earn professional certifications


• The opportunity to work in a role where we touch the lives of thousands of people every day


• Being part of a team that shares the same vision and supports each other to achieve our goals


• Being part of our learners’ journeys, helping them to overcome problems and build new skills


• Working in an environment where autonomy, creativity, initiative and risk-taking are valued and supported

About the EPFL Extension School:

The EPFL Extension School exists because we want to help people up-skill in all things digital. We do this because there are enormous opportunities for people with these skills. This is how we create value for our learners.
Start date :

Immediately or to be defined
Term of employment :

Fixed-term (CDD)
Work rate :

100%
Duration :

1 year




Place of work : 

Campus Biotech Innovation Park Geneva or EPFL LausanneContact :

Please apply via the following link ONLY: bit.do/EXTS-LEMnew