LCvista is a dynamic and innovative company dedicated to transforming how firms navigate their learning and compliance landscapes. With a mission to bring clarity, understanding, and efficiency to these critical processes, we empower organizations to achieve their goals with confidence and ease. Guided by our core values of Integrity, Continuous Improvement, and Collaboration, we foster a culture where creativity and teamwork drive impactful solutions. At LCvista, we don’t just provide a service; we create a partnership that fuels growth and success for our clients and our team. Join us to help shape the future of learning and compliance!
The Senior Director of Client Experience leads the strategy, relationship management, and continuous improvement of the managed services client experience at Spiirall by LCvista. This role oversees the Directors of Client Strategy and Learning Success team, ensuring clients receive proactive guidance, exceptional service, and measurable business impact throughout their partnership journey. In addition to leading the client experience strategy and team, this individual will directly serve a portfolio of clients in the role of Director of Client Strategy, serving as our clients’ outsourced L&D Director providing strategic consulting, relationship management, and talent development guidance. The Senior Director of Client Experience is responsible for developing scalable client success practices, strengthening team performance, improving retention and expansion opportunities, and ensuring Spiirall remains an indispensable partner to every managed services client.
This role collaborates closely with the Vice President of Learning Operations and cross-functional teams to ensure a seamless and consistent client experience across all stages of the client journey. Success in this role requires the rare ability to balance strategic client leadership with operational excellence—creating extraordinary client outcomes while building scalable processes that enable long-term growth.
Your time will be focused on the following areas (time percentages are estimates and will adjust based on client need):
· 20% invested in Team Leadership & Client Experience Strategy
· 30% invested in Client Management activities.
· 20% invested in Client Administration
· 15% invested in the delivery of training and/or consulting projects
· 15% invested in additional responsibilities and administrative tasks to include professional development, team meetings, time off, etc.
What you'll be doing:
Team Leadership & Client Experience Strategy
· Lead, coach, and develop the managed services client delivery team to ensure a consistent, high-quality managed services client experience.
· Design, refine, and oversee the managed services client journey, establishing clear service expectations, accountability measures, and best practices across client-facing teams.
· Provide oversight of team performance, capacity planning, professional development, and client relationship effectiveness to support strong client outcomes and retention.
· Partner cross-functionally with the Vice President of Learning Operations and internal leaders to align client experience strategies with operational priorities and organizational goals.
· Support hiring, onboarding, performance management, and career development initiatives for client-facing team members.
· Monitor client engagement, retention, and growth trends and contribute to strategic initiatives that strengthen long-term client partnerships and organizational growth.
Client Relationship Management and Retention
· Act as guide and interpreter, helping firms to visualize and quantify their goals (what they want or need and why), and then serving as the translator and facilitator, advising clients how to capitalize on Spiirall by LCvista products and services to meet their goals.
· Ensure clients capitalize on the services provided; and they recognize the value of the outcomes we provide.
o Update clients on learner content utilization and learning plan progress, provide insight to help increase usage where beneficial.
o Advise clients on the complete Spiirall Client Experience. Assist clients to quantify learning values, accountability measures, and internal communication plans to experience maximum ROI on their investment in managed services.
o Monitor content utilization data, use data to proactively inform clients of themes and trends.
· Collaborate with team members to oversee Talent Maximization Team (TMT) processes, procedures, and assignments.
o Ensure the TMT provides the support needed to address client needs and exceeds expectations whenever possible.
o Initiate client feedback and use client feedback to drive improvements where needed.
o Ensure successful communication across members of internal and client teams.
o Monitor project progress (learning plans, consulting projects, training days, etc.) when collaborating with internal team members to ensure we meet deadlines and exceed client expectations.
· Provide thought leadership to support clients through conferences, articles, social media posts and webinars.
· Provide an exceptional client experience, responding timely to client requests and anticipating client needs.
Client Administration
· Schedule and facilitate TMT meetings.
· Schedule firm specific training days.
· Facilitate learning plan development / customization.
· Facilitate firm leadership team meetings to identify annual firm strategy/learning priorities, and document them to be shared with TMT.
· Project manage new client onboarding. Collaborate with internal team members to ensure clients experience a seamless onboarding experience.
· Update Monday.com boards on a timely basis as assigned.
· Facilitate participant selection for Management and Leadership Academies. Provide guidance to firms in selecting their Leadership Academy Strategic Business Initiative (SBI), tying the SBI to firm goals wherever possible.
Consulting and Training
· Conduct needs assessments to address root cause, then design and deliver consulting projects to address those needs.
· Set consulting project scope and ensure projects are delivered within scope and timelines.
· Develop and update (as needed) consulting projects menu of services.
· Advise clients on training solutions for firm specific training days.
· Deliver high impact training sessions, following our methodology and processes.
Requirements:What you’ll need for this position:
· 5+ years of experience in a learning and development leadership role in public accounting.
· 3+ years of supervisory experience with demonstrated success leading, coaching, and developing high-performing teams.
· Experience developing or improving clients experience strategies with service models, or client success processes that drive client retention.
· Ability to interpret client engagement and utilization data to identify trends, inform strategy, and drive client outcomes.
· Demonstrated ability to influence and communicate effectively with executive leaders and key stakeholders.
· Experience collaborating across departments to align client needs with operational execution.
· Ability to lead though growth, ambiguity, and organizational change while maintaining a strong client and team member experience.
· The ability to work in a fast-paced environment where improvements are continuously being made and things are changing quickly.
· The ability to manage multiple priorities with limited supervision.
· Effective consultation skills to include negotiation, informal influence, and conflict management abilities.
· Excellent communication skills, including the ability to articulate and simplify complex information.
· Strong interpersonal, self-management, and organization skills.
· A willingness to work flexible hours when needed to attend meetings in multiple time zones.
· A willingness to travel overnight up to fifteen percent of the time.
Read LessAbout LCvista
LCvista is a dynamic and innovative company dedicated to transforming how firms navigate their learning and compliance landscapes. With a mission to bring clarity, understanding, and efficiency to these critical processes, we empower organizations to achieve their goals with confidence and ease. Guided by our core values of Integrity, Continuous Improvement, and Collaboration, we foster a culture where creativity and teamwork drive impactful solutions. At LCvista, we don’t just provide a service; we create a partnership that fuels growth and success for our clients and our team. Join us to help shape the future of learning and compliance!
The Opportunity
Are you passionate about building strong client relationships and delivering exceptional service experiences? Do you thrive in a fast-paced environment where proactive communication, problem-solving, and attention to detail help clients feel supported and successful?
We are seeking a Learning Success Specialist to serve as a trusted partner to our clients throughout their experience with Spiirall by LCvista. This role plays a key part in strengthening client relationships, supporting client success initiatives, and ensuring a high level of responsiveness, consistency, and care across all client interactions. The ideal candidate is client-focused, highly organized, adaptable, and committed to creating positive experiences for both clients and learners.
The Learning Success Specialist supports client engagement, onboarding coordination, and ongoing service delivery while partnering closely with internal teams to ensure a seamless client experience. Time allocations below are estimates and may shift based on business and client needs:
· 40% Client Relationship Management and Support
· 30% Client Administration
· 10% Subject Matter Expertise
· 20% Administrative tasks, including professional development, team meetings, time off, etc.
What You’ll Be Doing:
Client Relationship Management and Support:
Support Plus and Concierge Tier Clients:
· Partner with Director(s) of Client Strategy to deliver the Spiirall Client Experience consistently.
· Maintain a monthly meeting cadence with assigned clients to review LCvista product (LMS) enhancements and address questions or concerns.
· Build sustainable, trusting relationships with clients through open and proactive communication.
· Respond to inquiries, provide appropriate solutions and alternatives, and ensure issues are resolved thoroughly and timely.
· Proactively identify and communicate client service opportunities with the Director of Client Strategy.
Client Administration:
Support Plus and Concierge Clients:
· Schedule and facilitate monthly LCvista meetings.
· Support Director(s) of Client Strategy in coordinating Firm Specific Training Days (FSTDs).
· Collaborate with Director(s) of Learning Strategy to support the successful implementation of annual custom learning plans, ensuring accuracy and consistency.
· Partner with Director of Client Strategy to drive the client onboarding process for new clients by coordinating requirements, anticipating needs, and ensuring a seamless and exceptional experience.
· Provide training to clients and learners on LCvista functionality.
· Monitor inactive user completions, coordinate with the client as needed, and reach out to the Director of Client Strategy with any concerns.
Subject Matter Expertise:
Develop deep expertise in the LCvista product (LMS) and stay current on new enhancements and functionality.Demonstrate a strong working knowledge of NASBA standards and requirements, ensuring courses are structured, delivered, and documented in compliance with all applicable guidelines.Demonstrate a solid understanding of backend learning operations, including content management, certificate processing, and help ticket support. Produce virtual training sessions, leveraging engagement tools and providing real-time technical support to facilitators, subject matter experts, and participants to ensure seamless delivery across platforms such as Zoom and Conferences IO, as needed.Issue course credit and maintain compliance-related records accurately and promptly, as needed.Requirements:What You’ll Need For This Position:
1+ years of learning and development or related experience 1+ years of experience working with LCvista1+ years of experience working in the accounting industry, preferred Demonstrated success in building and managing professional relationships Excellent written and verbal communication skills Ability to manage multiple priorities with limited supervision Comfort and proficiency with a variety of technology systems and tools Strong interpersonal, self-management, and organizational skills Ability to thrive in a fast-paced environment with ongoing improvements and rapid changeWillingness to travel occasionally for client and/or team meetingsSupport for Your Success (Benefits)
Hiring Range: $60,000 - $75,000Health, Dental, and Vision Insurance (100% paid premiums for employees, 80% paid for dependents with a buy-up plan option)HRA, FSA, HSA offeringsUnlimited PTO & Sick/Wellness Hours12 weeks of paid parental leave6 weeks paid medical leave12 paid holidays + 2 flexible holidays401k, Roth optionsAnniversary awardsAnnual $250 work-from-home stipendThis position will remain open until filled.
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