Participant Experience Associate

CCL Global Careers•Greensboro, NC

3d•$24 - $26•Hybrid

About The Position

The Participant Experience Associate ensures a seamless onboarding, preparation, and engagement experience across CCL's leadership development programs. Working within a global Customer Success function, this role partners with participants, clients, and internal teams to deliver a consistent, high-quality experience across cultures, regions, and delivery formats. While primarily supporting the Americas, this position operates within a global Participant Experience model and may collaborate across regions and time zones to support business needs and service continuity.

Requirements

Bachelor's degree in business, marketing, communications, or a related field preferred.
Two or more years of relevant experience, preferably in professional services or a business-to-business environment.
Experience supporting executive-level or culturally diverse clients, participants, or stakeholders; global or multi-regional experience preferred.
Strong communication, problem-solving, organization, and follow-through skills.
Ability to provide consultative guidance, manage multiple priorities, and collaborate across functions, cultures, regions, and time zones.
High degree of integrity and discretion when handling confidential information.
Proficiency with CRM systems, Microsoft Office applications, and digital collaboration tools; ability to analyze information and recommend solutions.

Nice To Haves

A client-first, global mindset with awareness of regional and cultural differences.
A proactive approach to anticipating needs, identifying risks, and solving problems.
Strong ownership, accountability, and confidence communicating with diverse stakeholders.
The ability to work independently while contributing to a collaborative team in an evolving environment.

Responsibilities

Guide participants through program onboarding, preparation, pre-work, and assessments, ensuring required activities are completed on time.
Monitor participant readiness, identify barriers, and coordinate timely follow-up.
Collaborate with Portfolio, Operations, Faculty, and other internal partners to provide a smooth onboarding experience.
Provide clear, timely communication regarding program requirements, schedules, milestones, and resources.
Follow up on missing requirements and help participants resolve issues affecting readiness or engagement.
Adapt support for culturally diverse audiences and provide participant and technical assistance across virtual, hybrid, and in-person programs.
Maintain confidentiality of participant, client, and assessment information.
Advise prospective participants and clients on program suitability and support appropriate enrollment.
Proactively address concerns affecting enrollment, program fills, retention, or participant satisfaction.
Coordinate with Sales, Customer Success, Portfolio, and Operations when additional support is needed.
Collaborate across functions, regions, and time zones to support service continuity and a consistent participant experience, with primary responsibility for the Americas.
Share participant feedback, risks, and recurring issues with appropriate stakeholders.
Contribute to cross-training, process documentation, and consistent global service standards.
Use participant insights and data to recommend process and communication improvements.