Client Relations Manager

Cengage Group; Garden City (ID); On-site; USD 58,000 - 76,000; Full time

Job summary

A global education technology company seeks a Client Operations Manager to oversee client onboarding and service delivery. The role involves managing client relationships, developing operational policies, and analyzing performance data to ensure success. Ideal candidates have a BA/BS, four years of relevant experience, and strong communication skills. Compensation ranges from $58,300 to $75,750. This role is vital for advancing client success and efficiency within the organization.

Qualifications

• Minimum of four years in operations, talent acquisition, client services, or related work.
• High energy and strong written and verbal communication skills.
• Ability to interact professionally with clients including Vice Presidents.

Responsibilities

• Manage all phases of the talent pipeline lifecycle.
• Develop and implement operational policies and procedures.
• Analyze operational processes and performance data.

Skills

Detail-oriented

Customer-focused

Adaptability

Communication skills

Organizational skills

Education

BA/BS or equivalent work experience

Tools

Microsoft Office

Salesforce

Job description

We believe in the power and joy of learning

At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education.

Our culture values diversity, engagement, and discovery

Our business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is critical to the success of our company and our learners, as well as our individual well-being. We recognize the value of different perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-diversity/

Overview

The Client Operations Manager will:

This role will work to manage and deliver talent pipeline services to new and existing corporate clients. The Client Operations Manager is responsible for guiding new corporate clients through post-contract onboarding processes and managing client success and service delivery from end to end through the entire contract lifecycle. Success in this position will be defined by our ability to deliver exceptional talent pipeline and upskilling services to our corporate clients, help grow the client relationship, and demonstrate the performance vital for the sales team to expand our business. In addition, they will analyze and improve organizational processes, and work to improve quality, productivity and efficiency.

The Client Operations Manager will be responsible for managing several corporate clients and the talent pipeline and upskilling service(s) delivered to include the following:

Responsibilities

• Manage all phases of the talent pipeline lifecycle, assisting with onboarding, designing and developing processes for each client, proactively contacting clients at strategic intervals through the contract lifecycle, providing technical support, delivering regular reporting, and holding quarterly progress sessions for assigned clients.
• Develop and implement operational policies and procedures related to candidate application, enrollment, and persistence through train-to-hire programs for placement with corporate clients. Handle applicant outreach, communications, and success through the recruitment funnel.
• Develop and implement operational policies and procedures related to enrollment, persistence and certification for upskilling trainees identified by corporate clients. Responsible for upskilling trainee support, communications, reporting, and success.
• Analyze operational processes and performance data to identify opportunities for improvement.
• Lead and direct operations team to achieve business targets, including student/candidate tracking and client reporting data and metrics.
• Vet and prepare trainees for referral to clients for interviews and on-site training.
• Collaborate cross-functionally with internal departments and external clients to achieve goals.
• Identify and implement strategies to improve quality of service, productivity and profitability for both recruited candidates and upskilling students enrolled by clients.
• Liaise with internal team members to ensure forecasting is fulfilled appropriately.
• Ensure operations are carried out in a cost-effective way; respond to clients and students in a timely manner.
• Support forecasting requirements, communicate with clients directly, and address operational needs; establish scalable processes to drive client success and growth.
• Oversee related procurement processes and coordinate material and resource allocation.
• Identify and address problems and opportunities for the business.
• Provide data and support to management as needed.

Skills You\'ll Need Here

Basic:

• BA/BS or equivalent work experience with a proven, detail-oriented track record.
• Minimum of four years in operations, talent acquisition, client services, or related detail-oriented, customer-focused work.
• Values and appreciates diversity of thought; able to work with diverse audiences both internally and externally.
• Highly flexible and adaptable to change.
• High energy and strong written and verbal communication skills.
• Ability to interact professionally with Vice Presidents and Director level staff within clients.
• Customer-focused mentality in work with candidates, trainees, and clients.
• Comfortable using technology for routine tasks and product demonstrations.
• Outstanding organizational and time management skills.
• Proficiency in PC and Microsoft Office; Salesforce experience is a plus.
• Ability to monitor and evaluate operational data.

Preferred:

• Professional business-to-business/customer success experience (3 years strongly desired).
• Experience working with adult learners and non-traditional students.
• Ability to partner effectively within and outside one\'s own department.
• Understanding of client relations/partnership management and how to work with external partnerships efficiently.
• Driven to succeed with a customer success mindset.

Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable federal, state, provincial or local laws.

Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at [e-mail] or at [phone].

About Cengage Group

Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.

Compensation

At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here to learn more about our Total Rewards Philosophy.

The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.

$58,300.00 - $75,750.00 USD

Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.

Warning: Be aware of targeted recruitment scams falsely offering jobs on behalf of Cengage Group. Cengage will conduct interviews via live in-person, phone, or video calls before an offer is extended. Ensure communications come from an @cengage.com email address.