SHRM Manager, Customer Success in Alexandria, Virginia
Manager, Customer Success
1800 Duke St, Alexandria, VA 22314, USA
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.
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.
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
- Bachelor’s degree in marketing, business, or equivalent relevant work experience/training
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
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 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.
Job Family Professional Services
Job Function Linkage
Pay Type Salary
- 1800 Duke St, Alexandria, VA 22314, USA