Client Program Manager

Wall Street Prep•Newton, MA

1d•Hybrid

About The Position

The Client Program Manager (PM) serves as a key member of our program management team, which partners with the account management and business development teams. The PM plays a central role in helping to guide clients through our onboarding, product delivery, and renewal process to help drive revenue growth. Primary responsibilities include overseeing and executing operations and logistics for our training programs, developing relationships with client accounts, which could be across corporate, public, Wharton Certificates, and university verticals, and contributing to key account retention and expansion. The PM must thrive in novel, high-stakes situations that require creativity, intuition, and big-picture thinking, and will have an opportunity to work closely with senior leaders at Wall Street Prep as well as with decision-makers at top investment banks, private equity firms, and Fortune 500 Companies.

Requirements

Demonstrable high-quality customer service experience.
Excellent follow-through and ability to build trust and credibility with clients by consistently delivering best-in-class client service experience.
Ability to think and plan ahead without prompting (i.e., can anticipate challenges and take the initiative to resolve them).
High degree of organizational skills and attention to detail.
Ability to prioritize tasks in a dynamic and ever-changing environment where multiple training events are taking place simultaneously.
Superb ability to communicate effectively (verbally and in writing) with a team and client base that has diverse and varying communication styles.
Excellent listening, negotiation and presentation skills.
Experience working with Excel and PowerPoint.
A collaborative team player who is excited to have a dynamic role in a growing organization.
Proven ability to work cross-functionally with operations, business development and account management teams.
Passion and commitment to bringing the best financial services training resources to improve training outcomes for all our clients.
Effectively manages concurrent workflows across multiple programs without compromising accuracy or timelines.
Bachelor’s degree from an accredited college or university.
3-5 years of experience in program management, client services, operations, event management.

Nice To Haves

Experience in financial services (investment banking, asset management or private wealth management) would be an advantage.

Responsibilities

Lead the execution of all client engagement logistics from start to finish.
Lead day-to-day communications with clients; be proactive by planning ahead to ensure both clients and participants have a great experience working with WSP.
Coordinate all logistics for live seminars (in person and/or virtual), including: setting up user accounts on our LMS, coordinating logistics details with the client, creating virtual meetings IDs and/or booking travel for engagements, creating logistics docs and training reports, uploading classroom materials to LMS groups.
Coordinate planning and debriefing calls with existing clients; be able to work with multiple stakeholders with busy schedules and creating the PowerPoint decks for these meetings.
Delegate tasks to other team members (e.g., client program coordinators) who provide support within Operations and oversee completion as required.
Use project management software to ensure known tasks for assignments are completed as required and kept up-to-date for visibility within the team.
Provide best-in-class service to our potential future and existing key corporate client accounts.
Troubleshoot any issues that arise with our Tech support team as the client-facing contact responsible for resolving problems in a timely manner.
Create, update, and maintain internal documentation on processes and procedures.
Work in partnership with the Head of Learning to coordinate staffing assignments for training sessions.
Work on ad-hock internal team projects or processes.