Manager, Customer Success

1800 Duke St, Alexandria, VA 22314, USA

Req #604

Tuesday, April 25, 2023

SHRM creates better workplaces where employers and employees thrive together. As the voice of all things works, workers, and the workplace, SHRM is the foremost expert, convener, and thought leader on issues impacting today’s evolving workplaces. With nearly 325,000 members in 165 countries, SHRM impacts the lives of more than 235 million workers and families globally.

Summary

The ideal candidate will have impeccable relational skills and can create win/win environments for all parties that they work with. This candidate will be responsible for providing excellent customer service experience and helping customers achieve their desired goals.

Responsibilities:

• Manage a client/project portfolio of 15-18 clients high profile clients/projects

• Ensure a consistent engagement approach, quality, standards across all projects and multi-solution delivery engagements

• Ensure we are honoring the deliverables and timeframes outlined in statements of work

• Focus on future lifetime value of products/services; looking for ways to increase engagement and improve client (and participant) satisfaction

• Synthesize key information and provide detailed guidance to the sales team, facilitators, coaches, and consultants on how to deliver on client expectations

• Execute the client engagement project timeline to ensure all steps of the process are complete, across all teams, to ensure timely, quality program delivery

• Create custom communications to multiple audiences to enhance the participant experience and promote organizational engagement

• Collaborate with creative services and operations teams to prepare participant materials and manage production of content to each program session (virtual and in person)

• Manage the deployment of participant assessments

• Manage the overall logistics, collateral, versioning for a portfolio of leadership development products

• Grow existing accounts through strong relationship management identifying growth opportunities

• Build partnerships with all key players - internal and external – as a trusted knowledgeable advisor

Education & Experience Requirements

Education

• Bachelor’s degree in marketing, business, or equivalent relevant work experience/training

Experience Required

• Strong interest in and passion for learning design and executive education

• Minimum 5+ years of experience in a professional environment

• Experience with learning design and/or delivery, executive education, and consulting is a plus

• B to B client service experience required

• Demonstrated project management ability and excellent time management/prioritization skills

• Strong conceptual thinking skills

• Exceptional attention to detail

• Exceptional verbal and written communication skills; experience interacting with senior executives preferred

• Strong service ethic when interacting with internal and external clients; ability to work well within a team

• Proactive, creative problem-solving skills and commitment to continuous process improvement and innovation

• Comfort with ambiguity and change; ability to make quick adjustments to meet client and business needs

• Demonstrated maturity and poise under pressure

• Willingness to take on additional responsibility as needed to ensure the achievement of group goals and service to our clients

• Experience with Microsoft Teams required; Zoom experience a plus

• Strong Excel skills a plus

• Experience with ERP/CRM a plus

Physical Requirements

• Must be able to perform essential duties satisfactorily with reasonable accommodations.

• Work is generally done sitting, talking, hearing, and typing. Visual acuity to use a keyboard, prepare and analyze data and figures; transcribing, viewing a computer terminal; extensive reading.

• Light lifting is required. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force to constantly move objects.

Work environment

Work is regularly performed in a combination of office and conference settings and routinely uses standard office equipment.

Our employment practices are in accordance with the laws that prohibit discrimination against qualified individuals on the basis of race, religion, color, gender, age, national origin, physical or mental disability, genetic information, veteran’s status, marital status, gender identity and expression, sexual orientation, or any other status protected by applicable law.

SHRM is an equal opportunity employer (Minority/Female/Disabled/Veteran).

We do not sponsor applicants for work visas.

Other details

• Job Family Professional Services

• Job Function Linkage

• Pay Type Salary

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• 1800 Duke St, Alexandria, VA 22314, USA