Technical Client Experience Manager (Data Center OEM)

Position Summary

The Technical Client Experience Manager is responsible for the development, administration, optimization, and continuous improvement of the company's external-facing Learning Management System (LMS) across the Asia Pacific region. This role serves as the primary owner of the LMS platform, ensuring customers, partners, distributors, and other external stakeholders have a seamless, engaging, and technically robust learning experience.

The successful candidate will collaborate closely with regional and global stakeholders to manage LMS functionality, content delivery, user experience, reporting, and platform performance. This individual will play a key role in driving customer engagement, improving training accessibility, and ensuring the LMS supports broader business objectives and customer success initiatives.

Department: Marketing & Customer Experience

Reports To: Head of Asia Pacific Marketing & Customer Experience

The Technical Client Experience Manager will own and lead all aspects of the external Learning Management System (LMS), ensuring the platform delivers an exceptional customer experience while supporting training, certification, and engagement programs across the region.

Key Responsibilities

LMS Strategy & Platform Ownership

• Own the roadmap, development, enhancement, and ongoing maintenance of the external LMS platform.
• Define LMS requirements and prioritize feature enhancements based on business and customer needs.
• Drive continuous improvements to platform usability, functionality, accessibility, and user engagement.
• Act as the primary liaison between business stakeholders, training teams, IT, and external LMS vendors.

LMS Administration & User Experience

• Manage LMS configuration, user provisioning, permissions, workflows, and learning paths.
• Ensure a seamless and intuitive experience for customers, partners, distributors, and external learners.
• Monitor platform performance, resolve system issues, and coordinate technical support when required.
• Improve learner adoption, course completion rates, and overall user satisfaction.

Content Management & Learning Delivery

• Support the deployment, organization, and maintenance of digital training content within the LMS.
• Collaborate with regional and global teams to localize and publish learning materials for APAC markets.
• Ensure content remains relevant, current, and aligned with product, technical, and customer requirements.
• Maintain certification programs and structured learning journeys within the LMS.

Analytics & Reporting

• Develop dashboards and reports to track learner engagement, completion rates, certifications, and platform utilization.
• Analyze user data to identify trends, opportunities, and areas for improvement.
• Provide regular insights and recommendations to leadership on LMS performance and customer training effectiveness.

Stakeholder Management

• Partner with Sales, Marketing, Product Management, Customer Experience, and Training teams to support business objectives.
• Gather requirements from regional markets and translate them into LMS enhancements and solutions.
• Coordinate with global teams to align platform standards, governance, and best practices.

Customer Experience Enhancement

• Champion a customer-centric approach to digital learning.
• Identify opportunities to improve the end-to-end learning journey and increase customer engagement.
• Support initiatives that strengthen customer knowledge, product adoption, and long-term loyalty through effective digital training experiences.

Key Performance Indicators (KPIs)

• LMS user adoption and active user growth.
• Course completion and certification rates.
• System uptime, reliability, and platform performance.
• Customer satisfaction and training feedback scores.
• Timely deployment of new content and platform enhancements.
• Regional participation and engagement metrics.
• Achievement of annual business and strategic objectives.

Experience

• 5+ years of experience managing, administering, or developing Learning Management Systems (LMS).
• Experience supporting external customer or partner-facing learning platforms.
• Proven experience working with LMS technologies, digital learning ecosystems, or customer education programs.
• Experience in a multinational or regional APAC environment is highly desirable.
• Strong project management and stakeholder management experience.

Technical Skills

• Hands-on experience with LMS platforms such as Cornerstone, Moodle, SAP SuccessFactors Learning, Docebo, TalentLMS, or similar systems.
• Strong understanding of LMS configuration, reporting, learner management, and content administration.
• Familiarity with SCORM, xAPI, learning analytics, and digital learning technologies.
• Experience working with LMS vendors and technical support teams.
• Fluency in English and Chinese language skills is required for this role.