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Learning Platforms Consultant

Kineo (Asia Pacific) - Melbourne, VIC

Source: uWorkin

Source: uWorkin


Purpose of Kineo

Kineo is changing the world by helping people develop skills to grow and succeed.

Our commercial charter is to help leading businesses improve their performance today and shape the workforce of the future. We deliver measurable results to our clients by combining award winning digital learning solutions with leading edge technology and platforms.

Purpose of the role

With a Customer first mindset, you will do whatever is needed to make our Customers succeed and relish reaching outcomes in which you drive value for Customers and Business alike. You are tenacious, focussed and well-organised, with strong technical orientation and proven experience in driving value for Customers through reaching and exceeding specific commercial and end customer outcomes.

You are proactive by nature and go above and beyond to delight your customers and in so doing create lasting customer relationships. You thrive on situations in which you can apply your critical thinking and decision-making skills in a fast-paced environment.

Objectives of this role

Being a highly autonomous role you will be measured not on what you do, but on what you achieve and on your alignment to our values above.

What you will do:

Platform Implementation

Project administration

  • Project manage and implement customer solutions.
  • Understand and capture client LMS and platform requirements, via workshops and webinars
  • Document solution designs for custom features and integrations, case studies and maintain material that provides a clear solution overview
  • Develop and help execute training plans for customers to enable them to make effective use of their LMS
  • Ensure administrative obligations including milestones, contracts, deliverables, time keeping, financial requirements, and records of customer service actions and discussions are completed accurately and efficiently.
  • Stakeholder Management:
  • Identify and clearly communicate the potential implications and unintended consequence of configuration changes
  • Collaborate with Sales, Service Desk, product teams, dev ops and other product experts within the Enterprise & Global team to ensure successful platform implementation.
  • Collaborate with product owners and solution architects to identify, generalise and backlog features for road mapping and development
  • Platform Configuration:
  • Configuration of a customer’s Enterprise environment in line with their branding and functional requirements
  • Create clear and engaging user stories and acceptance criteria to communicate and agree solutions to internal and external stakeholders
  • Perform internal testing to acceptance criteria & facilitate UAT with external stakeholders
  • Ability to test a solution beyond anticipated workflows and identify weaknesses, flaws and potential exploits
  • Capture and managing feedback on deliverables and releases

Continuous Client engagement

  • Manage a portfolio of strategic Enterprise customers, projects, and their customer lifecycles.
  • Continuously gauge the customer’s likelihood for attrition and pro-actively engage those at risk.
  • Make recommendations to customers underpinned by agreed best practice strategies
  • Facilitate customer catch-ups that encourage and support future road mapping, learning impact and promote success measures
  • Provide recommendations that draw from overlapping experiences with other customer, solutions and systems
  • Support customers to develop strategies that will deliver more impact through their Enterprise Learning Platform
  • Drive revenue and grow strategic customers, making sure the account achieves lifetime value targets. Generate referral revenue from existing customers through excellent customer service, escalating strategic opportunities to the Sales team.
  • Pro-actively manage customer health checks & upgrades, patching, migrations etc.

Product Knowledge

  • Totara &/ Moodle

How will success be measured?

Agile Project management

  • Sprint Planning
  • Stakeholder management
  • Road mapped delivery & adoption
  • Release management
  • Defect management
  • Customer Satisfaction
  • Accelerated Onboarding
  • Increased product adoption
  • MMR Retention & Growth
  • Customer Lifetime Value
  • Customer Referrals

What we can't live without

  • Passion for customer service.
  • Strong verbal and written communication and the ability to communicate technical information to non-technical audiences.
  • Excellent interpersonal skills and ability to establish trust with internal/external stakeholders.
  • Strong problem-solving skills.
  • Able to write clear, concise and effective documentation.
  • Highly motivated, well organised, self-starter, articulate and persuasive when under pressure.
  • Experience in leading an account management function and/or working cross-functionally.
  • Demonstrated strength managing or working with customer support organisations and operations
  • Inspiring confidence while leading customers through the steps to resolve issues via phone and email.
  • Ability to manage multiple priorities within a fast-paced environment.
  • Experience at working in a team-orientated, collaborative and consultative environment 
  • Strong experience in and a passion for problem solving, analytics and reporting as well as communication of the relevant issues and findings to the business
  • Working to structured project management methodologies
  • Working with external clients and in multi-disciplinary teams
  • Working to agreed budgets and timescales

This is a 6 month contract to cover long service leave

You must have the right to live and work in Australia.

If you are interested in this position please send your resume to namrata.nair@kineo.com.au