Client Relations Manager

divh2Client Operations Manager at Cengage Group/h2pWe 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./ppThe Client Operations Manager will:/polliManage and deliver talent pipeline services to new and existing corporate clients./liliGuide new corporate clients through post-contract onboarding processes and manage client success and service delivery from end to end through the entire contract lifecycle./liliDeliver exceptional talent pipeline and upskilling services to corporate clients, help grow the client relationship, and demonstrate the performance vital for the sales team to expand our business./liliAnalyze and improve organizational processes, and work to improve quality, productivity, and efficiency./liliManage several corporate clients and the talent pipeline and upskilling service(s) delivered./liliResponsible for all phases of the talent pipeline lifecycle, including 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./liliDevelop 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./liliDevelop 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./liliAnalyze operational processes and performance data to find opportunities for improvement./liliLead and direct operations team to achieve business targets; including student/candidate tracking and client reporting data and metrics./liliVet and prepare trainees for referral to clients to be interviewed and hired for on-site training./liliWork cross-functionally with both internal departments and external clients to achieve goals./liliIdentify and implement strategies to improve quality of service, productivity, and profitability for both recruited candidates and upskilling students enrolled by clients./liliLiaise and cross-collaborate with internal team members to ensure forecasting is fulfilled appropriately./liliEnsure all operations are carried on in an appropriate and cost-effective way; respond to clients and students in a timely manner./liliSupport 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./liliBe responsible for related procurement processes and coordinate material and resources allocation./liliIdentify and address problems and opportunities for the business./liliProvide data and support to management as needed./li/olpSkills Youll Need Here:/ppstrongBasic:/strong/pulliBA/BS or equivalent work experience and a validated, successful track record in a detail-oriented position./liliMinimum of four years of successful operations, talent acquisition, client services, or related detail-oriented and customer-focused work./liliValues and appreciates diversity of thought; able to work with diverse audiences both internally and externally./liliHighly flexible and adaptable to change./liliHigh energy and good communication skills both written and verbal./liliAbility to interact professionally with Vice Presidents and Director level staff within clients./liliHave a customer-focused mentality; both in work with candidates, trainees, and clients./liliComfortable using technology in performing routine job tasks and for product demonstration purposes./liliOutstanding organizational and time management skills./liliProficiency in PC and Microsoft Office applications. Great if experienced with Salesforce./liliAbility to monitor and evaluate operational data./li/ulpstrongPreferred:/strong/pulliProfessional business-to-business/customer success experience (3 years strongly desired)/liliExperience working with adult learners and non-traditional students./liliProficiency in being a great partner within and outside ones own department./liliUnderstanding of client relations/partnership management and how to efficiently work with external partnerships./liliDriven to succeed and yearning to make impact; customer success obsession mentality./li/ulpCengage 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 a href=mailto:accommodations.ta@cengage.comaccommodations.ta@cengage.com/a or at +1 (617)289-7917./ppAbout Cengage Group/ppCengage 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./ppCompensation/ppAt 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./ppThe 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./pp$58,300.00 - $75,750.00 USD/ppCengage 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./ppWarning: Be aware, there has been an increase of targeted recruitment scams perpetrated by bad actors falsely providing job offers on behalf Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls, and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address./p/div