Client Relations Manager

Cengage Group • MA

118d • $58,300 - $75,750

About The Position

At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. The Client Operations Manager will work to manage and deliver talent pipeline services to new and existing corporate clients. This role 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. 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: Responsible for all phases of the talent pipeline lifecycle - helping clients with processes throughout onboarding, assisting with the design and process development for each client, proactively contacting clients at strategic intervals through the contract lifecycle, assisting with technical support needs, providing regular reporting, and holding quarterly progress sessions for assigned clients.

Requirements

• BA/BS or equivalent work experience.
• Minimum of four years of successful operations, talent acquisition, client services or related detail-oriented and customer-focused work.
• Values and appreciates diversity of thought.
• Highly flexible and adaptable to change.
• High energy and good communication skills both written and verbal.
• Ability to interact professionally with Vice Presidents and Director level staff within clients.
• Customer focused mentality.
• Comfortable using technology in performing routine job tasks.
• Outstanding organizational and time management skills.
• Proficiency in PC and Microsoft Office applications.

Nice To Haves

• Professional business-to-business/customer success experience (3 years strongly desired).
• Experience working with adult learners and non-traditional students.
• Proficiency in being a great partner within and outside one's own department.
• Understanding of client relations/partnership management.
• Driven to succeed and yearning to make impact.

Responsibilities

• Manage and deliver talent pipeline services to new and existing corporate clients.
• Guide new corporate clients through post-contract onboarding processes.
• Manage client success and service delivery from end to end through the entire contract lifecycle.
• Analyze and improve organizational processes, and work to improve quality, productivity and efficiency.
• Develop and implement operational policies and procedures related to candidate application, enrollment, and persistence through train-to-hire programs.
• Be responsible for 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.
• Analyze operational processes and performance data to find opportunities for improvement.
• Lead and direct operations team to achieve business targets.
• Vet and prepare trainees for referral to clients for interviews.
• Work cross functionally with both internal departments and external clients.
• Identify and implement strategies to improve quality of service, productivity and profitability.
• Ensure all operations are carried on in an appropriate and cost-effective way.
• Support in forecasting requirements and addressing operational needs.
• Coordinate material and resources allocation.
• Identify and address problems and opportunities for the business.

Benefits

• Comprehensive and rewarding Total Rewards package.
• Incentive compensation program beyond base pay range.

What This Job Offers

• Job Type: Full-time
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees