Client Relations Manager

Overview

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 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. To learn more, please see

About Cengage Group and the role of Client Operations Manager:
The Client Operations Manager will work to manage and deliver talent pipeline services to new and existing corporate clients, guiding new corporate clients through post-contract onboarding and managing client success and service delivery through the contract lifecycle. Success is defined by delivering exceptional talent pipeline and upskilling services, growing client relationships, and providing performance data vital for the sales team to expand our business.

The role also includes analyzing and improving organizational processes and driving quality, productivity, and efficiency.

• Manage several corporate clients and the talent pipeline and upskilling services delivered to them.
• Oversee all phases of the talent pipeline lifecycle – onboarding, design and process development for each client, proactive client contact at strategic intervals, technical support, regular reporting, and quarterly progress sessions.
• Develop and implement operational policies and procedures related to candidate applications, enrollment, and persistence through train-to-hire programs for placement with corporate clients; handle applicant outreach, communications, and success through the recruitment funnel.
• Develop and implement enrollment, persistence and certification policies for upskilling trainees identified by corporate clients; support communications, reporting, and success.
• Analyze operational processes and performance data to identify opportunities for improvement.
• Lead and direct operations teams to achieve business targets, including student/candidate tracking and client reporting data and metrics.
• Prepare trainees for referral to clients for interview and on-site training.
• Collaborate cross-functionally with 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.
• Coordinate forecasting and ensure timely client communication and operational needs are met; establish scalable processes for client success and growth.
• Manage related procurement and resource 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 with a proven, detail-oriented track record.
• Minimum of four years in operations, talent acquisition, client services or related detail-oriented and customer-focused work.
• Value and appreciate diversity of thought; able to work with diverse audiences internally and externally.
• Flexible and adaptable to change.
• High energy with strong written and verbal communication skills.
• Ability to interact professionally with Vice Presidents and Director level staff within clients.
• Customer-focused mentality in work with candidates, trainees, and clients.
• Comfortable using technology for routine tasks and product demonstrations.
• Excellent organizational and time management skills.
• Proficiency in PC and Microsoft Office;
  Salesforce experience is a plus.
• Ability to monitor and evaluate operational data.

Preferred:

• Profession…