Role design and job descriptions for Learning Management Companies: who owns the client at sale, setup, training, support and renewal
In a learning management company a client passes through several hands. Role descriptions that follow the client from sale to renewal show who owns each stage and where the handover happens.
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Share your requirementsWhy role design and job descriptions matters in learning management companies
Titles in these companies drift. A person called consultant spends half the week on support. A customer success manager is asked to run a training because the trainer is busy. A salesperson promises a feature and the implementation team learns of it at kick-off. Each person believes the client belongs to someone else, and the client notices.
Role design starts with the client's path, not the organisation chart. Mark the stages, name the owner of each and write what that person must do, decide and hand over. Then write the description for each role from this map, in plain words, with the handover documents that go with it.
How to set it up
1. Draw the client journey
List the stages: sale, kick-off, setup, training, go-live, support and renewal. Mark where work passes from one person to another.
2. Name the owner of each stage
One person per stage per account, with the person who steps in if they are away. Avoid shared ownership where possible.
3. Write role descriptions from the map
For each role: what it owns, decisions it can make, what it hands over and to whom, and what a good month looks like. One page each.
4. Define the handover documents
A short note at each handover: what was promised, what was set up, open points and the client's key contacts. Make it a required step.
5. Test the roles on a live account
Take one current account and check whether the roles match who actually did the work. Adjust where they do not.
Check these first
Before changing anything, find out what is true today. These take an afternoon and use your own records.
- Take one account and list who handled it at each stage and whether it matches the written roles.
- Check whether promises made in sales reach the implementation team in writing.
- Ask a trainer what they were told about the client before the first session.
- Look at the support queue and count items that belong to another role.
GullyHR can do this with you. Read how we approach role design and job descriptions in general, or share your requirements and we will tell you where to start.
Questions owners ask
Sometimes in a small team. In larger ones, stage ownership with a strong handover works better. Whichever you choose, the client should know whom to call at each stage.
One page. List the main duties, decisions, handovers and measures. Long lists are not read, and short ones can be updated each year.
Clear titles and descriptions let candidates see what the job really is. They also help you compare pay between similar roles. Avoid inflated titles that do not match the work.