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 the inclusion and diversity page of the company website.

The Client Operations Manager will manage and deliver talent pipeline services to new and existing corporate clients. The role guides new corporate clients through post-contract onboarding processes and manages client success and service delivery from end to end through the contract lifecycle. Success is defined by delivering exceptional talent pipeline and upskilling services, growing client relationships, and demonstrating performance vital for the sales team to expand the business.

The role also analyzes and improves organizational processes to enhance quality, productivity and efficiency.

The Client Operations Manager will be responsible for managing several corporate clients and the talent pipeline and upskilling services delivered, including the following:

• All phases of the talent pipeline lifecycle — onboarding, design and process development for each client, proactive client outreach at strategic intervals through the contract lifecycle, technical support needs, regular reporting, and quarterly progress sessions for assigned clients.
• Develop and implement operational policies and procedures related to candidate application, enrollment, and persistence through train-to-hire programs in preparation for placement with corporate clients. 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 corporate clients. Responsible for upskilling trainee support, communications, reporting, and success.
• Analyze operational processes and performance data to identify 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 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 operations are carried out in a cost-effective way; respond to clients and students in a timely manner.
• Support forecasting requirements, communicate with clients directly, and address operational needs; establish standard methodologies for an energetic team with scalable processes to drive client success and growth.
• Responsible for related procurement processes and coordination of materials and resources.
• Identify and address problems and opportunities for the business.
• Provide data and support to management as needed.

• 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…