Client Relations Manager

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 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/

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 succes 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:

• 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.
• Develop and implement operational policies and procedures related to candidate application, enrollment, and persistence through our train-to-hire programs in preparation for placement with our corporate clients. 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 identified by our corporate clients. Be responsible for upskilling trainee support, communications, reporting, and success.
• Analyze operational processes and performance data to find 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 to be interviewed and hired for on-site training.
• Work cross functionally with both 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 and cross-collaborate with internal team members to ensure forecasting is fulfilled appropriately.
• Ensure all operations are carried on in an appropriate and cost-effective way; respond to clients and students in a timely manner.
• Support in forecasting requirements, communicating with clients directly, and addressing operational needs; establish standard methodologies for an energetic team with scalable processes to drive client success and growth.
• Be responsible for related procurement processes and coordinate material and resources allocation.
• Identify and address problems and opportunities for the business.
• Provide data and support to management as needed.

Basic:

• BA/BS or equivalent work experience and a validated, successful track record in a detail oriented position.
• 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; able to work with diverse audiences both internally and externally.
• 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.
• Have a customer focused mentality; both in work with candidates, trainees and clients.
• Comfortable using technology in performing routine job tasks and for product demonstration purposes.
• Outstanding organizational and time management skills.
• Proficiency in PC and Microsoft Office applications. Great if experienced with Salesforce.
• Ability to monitor and evaluate operational data.

• 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 and how to efficiently work with external partnerships.
• Driven to succeed and yearning to make impact; customer success obsession mentality.

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 [email protected] or at +1 (617)289-7917.

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.