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Client Experience Manager

Employer
Simmons University
Location
Massachusetts, United States
Salary
Salary Not specified
Posted date
Aug 22, 2021

View more

Position Type
Faculty Positions, Business & Management, Management
Employment Level
Administrative
Salary Band
Not specified
Employment Type
Full Time
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Client Experience Manager

Main Campus - Boston, MA
R07812

Located in Boston's historic Fenway area, Simmons has a strong tradition of empowering women and challenging traditional gender roles. Simmons University was one of the first higher education institutions to prepare women to become leaders and has evolved to become a university offering a women's undergraduate program and graduate programs open to all.

You're joining our community at an especially exciting time as one of our strategic goals is to become the most inclusive campus in New England. You'll find that people who work here are truly committed to our mission of preparing students to become champions of social justice and leaders in their professions and their communities. This commitment and pride make for a dynamic workplace. Simmons University is committed to inclusive excellence in all aspects of an individual's community experience.

With the formation of the Institute for Inclusive Leadership, Simmons has made an investment in ensuring that equity in leadership is a reality in our lifetime. The core expertise of the Institute lives in the space between what has traditionally been the domain of Diversity and Inclusion, and what has traditionally been the domain of Leadership Development. In concert with select partners, the Simmons University Institute for Inclusive Leadership will be the global authority on the intersection of leadership, equity and inclusion - with an emphasis on gender parity in leadership. For more information on the Institute for Inclusive Leadership, please watch our video!

As a University committed to diversity, equity, and inclusion, Simmons encourages applications from all under-represented groups. Simmons is committed to creating, developing, promoting, and enhancing inclusive hiring practices-at all levels, for all positions-ensuring diverse talent pools and the delivery of a consistent positive candidate experience. Simmons is an equal opportunity employer and is committed to continuing to develop a more diverse faculty, staff, student body, and curriculum.

Position Overview:

The Client Experience Manager will report to the VP of Operations and serve as the primary liaison between the Institute's clients and the Institute's project team, establishing trust and collaborating with the Institute's practice area leaders, program production team, and Institute Faculty Fellows.

This is a high-visibility, client-facing role responsible for driving day-to-day internal and external action items in support of customer satisfaction and internal operations.

Coordinating deliverables with clients and their implementation teams will be a critical component of this role; effective executive communication and negotiation skills are critically important.

This position will drive successful engagements through the proactive management of customer journeys while developing partnerships with clients, ensuring their long-term engagement with the Institute.

The ideal candidate will execute their responsibilities timely and within defined policies and procedures, often working independently.

Essential Responsibilities

Program Management (70%)
  • Create timelines and track milestones and deliverables;
  • Serve as primary contact to client, faculty, and participants;
  • Create SOW/Contract for clients, ensure contract is signed and executed and client is invoiced;
  • Manage contracting and payment for internal and external faculty;
  • Schedule, coordinate, and attend client meetings; capture key discussion points and follow-up steps;
  • Manage participant communications and registration;
  • Administer participant pre-work including deliverables and assessments (e.g., 360 reports, collecting bios, pre-work);
  • Organize and deliver to client final course/program materials, including storyboards;
  • Manage expenses within budget;
  • Run After Action and share evaluation survey reports with client;
  • Maintain and continuously improve program management processes.


Program Delivery (30%)
  • Schedule and conduct rehearsals with faculty and technology for session delivery;
  • Develop and finalize program materials including slide decks in collaboration with Instructional Designer and multimedia designer;
  • Manage delivery of/produce virtual live sessions;
  • Manage delivery of/produce in-person sessions, including A/V, F&B, facilities, and on-site operations.


Qualifications:
  • Bachelor's degree required or commensurate relative professional experience;
  • Minimum 5 years of professional experience in project management;
  • Demonstrated experience in client or customer management;
  • Passion for managing details and highly organized;
  • Adaptability to changing priorities and job duties;
  • Exceptional interpersonal skills - strong verbal and written communication skills;
  • Team-oriented with a willingness to roll up your sleeves to support the client;
  • Proficient and fluent in GSuite, Zoom, WebEx, and other collaboration tools;
  • Proficient in use of project management tools such as Asana and Trello;
  • Fluency in virtual program delivery and e-learning platforms preferred;
  • Proactive, positive attitude, innovative, motivated, client-oriented, and commercially-aware thinker;
  • Must be comfortable in a collaborative workplace setting and be able to enthusiastically represent the University, and its mission, to outside constituencies.


Position Details: This is a campus based position eligible for partial remote work, subject to business need. Some evening and weekend work may be required.

Required application materials:
  • Resume
  • Cover Letter Addressing the following:
    • Interest in the position;
    • Relative experience to position;
    • Demonstrated commitment to equity, inclusion and diversity.


Salary Grade
S07

Instructions to Applicants: Please upload all applicable application materials (e.g. resume/cv, cover letter, writing sample, teaching philosophy, etc.) in the Application Materials box on page 2 ("My Experience") of this application. Documents can be uploaded individually or as a combined document (e.g. PDF).

Simmons University is committed to inclusive excellence in all aspects of an individual's community experience. As a university committed to diversity, equity, and inclusion, Simmons encourages applications from all under-represented groups. Simmons is committed to creating, developing, promoting, and enhancing inclusive hiring practices-at all levels, for all positions-ensuring diverse talent pools and the delivery of a consistent positive candidate experience. Simmons is an equal opportunity employer and is committed to continuing to develop a more diverse faculty, staff, student body, and curriculum.


To apply, visit https://simmons.wd1.myworkdayjobs.com/en-US/Simmons-Careers/job/Main-Campus---Boston-MA/Client-Experience-Manager_R07812

Located in Boston’s historic Fenway area, Simmons College is a small, private, non-sectarian College which has educated students for enriching careers and purposeful lives since 1899. Working at Simmons means joining a collaborative, diverse and mission-driven community of educators and professionals.

We prepare students to be leaders for themselves, their communities and the world. Our faculty and staff members lead by example - sharing a commitment to excellence and putting the students first.
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