Client Relations Manager
Cengage Group
full-time
Posted on:
Location Type: Remote
Location: Massachusetts • United States
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Salary
💰 $58,300 - $75,750 per year
About the role
- 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.
Requirements
- 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.
Benefits
- Comprehensive and rewarding Total Rewards package designed to support and empower employees
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
operations managementtalent acquisitiondata analysisreportingprocess developmentcandidate trackingupskillingclient reportingforecastingprocurement processes
Soft Skills
detail orientedcustomer focusedflexibilityadaptabilitycommunication skillsorganizational skillstime managementcollaborationproblem solvinginterpersonal skills
Certifications
BA/BS degreeequivalent work experience