Cengage Group
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 https://www.cengagegroup.com/about/inclusion-and-diversity/
Responsibilities The Client Operations Manager will:
This role will work to manage and deliver talent pipeline services to new and existing corporate clients. The Client Operations Manager is responsible for guiding new corporate clients through post-contract onboarding processes and managing client success and service delivery from end to end through the entire contract lifecycle. Success in this position will be defined by our ability to deliver exceptional talent pipeline and upskilling services to our corporate clients, help grow the client relationship, and demonstrate the performance vital for the sales team to expand our business. In addition, they will analyze and improve organizational processes, and work to improve quality, productivity and efficiency.
Responsible for all phases of the talent pipeline lifecycle - helping clients with processes throughout onboarding, assisting with the design and process development for each client, proactively contacting clients at strategic intervals through the contract lifecycle, assisting with technical support needs, providing regular reporting, and holding quarterly progress sessions for assigned clients.
Develop and implement operational policies and procedures related to candidate application, enrollment, and persistence through our train-to-hire programs in preparation for placement with our corporate clients. Be 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 our corporate clients. Be responsible for upskilling trainee support, communications, reporting, and success.
Analyze operational processes and performance data to find 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 both 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 all operations are carried on in an appropriate and cost-effective way; respond to clients and students in a timely manner.
Support in forecasting requirements, communicating with clients directly, and addressing operational needs; establish standard methodologies for an energetic team with scalable processes to drive client success and growth.
Be responsible for related procurement processes and coordinate material and resources allocation.
Identify and address problems and opportunities for the business.
Provide data and support to management as needed.
Qualifications Basic:
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 and appreciates diversity of thought; able to work with diverse audiences both internally and externally.
Highly flexible and adaptable to change.
High energy and good communication skills both written and verbal.
Ability to interact professionally with Vice Presidents and Director level staff within clients.
Have a customer focused mentality; both in work with candidates, trainees and clients.
Comfortable using technology in performing routine job tasks and for product demonstration purposes.
Outstanding organizational and time management skills.
Proficiency in PC and Microsoft Office applications. Great if experienced with Salesforce.
Ability to monitor and evaluate operational data.
Preferred:
Professional business-to-business/customer success experience (3 years strongly desired)
Experience working with adult learners and non-traditional students.
Proficiency in being a great partner within and outside one's own department.
Understanding of client relations/partnership management and how to efficiently work with external partnerships.
Driven to succeed and yearning to make impact; customer success obsession mentality.
About Cengage Group Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable federal, state, provincial or local laws.
Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at accommodations.ta@cengage.com or at +1 (617)289-7917.
Compensation At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here to learn more about our Total Rewards Philosophy.
The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.
$58,300.00 - $75,750.00 USD
Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
Warning: Be aware there has been an increase of targeted recruitment scams perpetrated by bad actors falsely providing job offers on behalf of Cengage Group to candidates as a means of obtaining personal information. Cengage will always interview candidates via live in-person meetings, phone calls, and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address.
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In Summary: The Client Operations Manager will work to manage and deliver talent pipeline services to new and existing corporate clients . Responsible for all phases of the talent pipeline lifecycle - helping clients with processes throughout onboarding, assisting with the design and process development for each client, proactively contacting clients at strategic intervals through the contract lifecycle .
En Español: En Cengage Group, nuestros empleados tienen un impacto directo en ayudar a los estudiantes de todo el mundo a descubrir el poder y la alegría del aprendizaje. Estamos vinculados por nuestro propósito común impulsar la innovación que ayuda a millones de aprendices a mejorar sus vidas y lograr sus sueños a través de la educación. Nuestra cultura valora la diversidad, el compromiso y el descubrimiento Nuestro negocio está impulsado por nuestra fuerte cultura, y sabemos que crear un lugar de trabajo inclusivo y diverso es fundamental para el éxito de nuestra empresa y nuestros alumnos, así como para nuestro bienestar individual. Reconocemos el valor de las diferentes perspectivas en todo lo que hacemos, y nos esforzamos por garantizar que los empleados de todos los niveles y orígenes se sientan empoderados para expresar sus ideas y llevar su auténtico yo al trabajo. Logramos estas prioridades mediante programas inclusivos, beneficios e iniciativas que están integradas en la forma en que trabajamos cada día. El éxito en esta posición se definirá por nuestra capacidad para ofrecer servicios excepcionales de pipeline y capacitación de talentos a nuestros clientes corporativos, ayudar a hacer crecer la relación con los clientes y demostrar el rendimiento vital para que el equipo de ventas expanda nuestro negocio. Además, analizarán y mejorarán los procesos organizacionales, y trabajarán para mejorar la calidad, productividad y eficiencia. Responsable de todas las fases del ciclo de vida de la tubería de talento - ayudando a los clientes con procesos durante todo el proceso de incorporación, asistiendo al diseño y desarrollo de procesos para cada cliente, contactando proactivamente a clientes a intervalos estratégicos a lo largo del período de vida del contrato, ayudando con las necesidades de soporte técnico, proporcionando informes regulares y realizando sesiones trimestrales de progreso para los clientes asignados. Desarrollar e implementar políticas operativas y procedimientos relacionados con la solicitud de candidatos, inscripción y perseverancia mediante programas de contratación en preparación para el éxito de nuestras empresas. Lider y equipo de operaciones directas para alcanzar los objetivos empresariales; incluyendo el seguimiento del estudiante/candidato y datos y métricas de información sobre clientes. Verificar y preparar a los aprendices para que sean enviados a clientes para ser entrevistados y contratados en la capacitación in situ. Trabajar interactivamente tanto con departamentos internos como con clientes externos para lograr las metas. Identificar e implementar estrategias para mejorar la calidad de servicio, productividad y rentabilidad tanto para candidatos reclutados como para estudiantes ascendentes inscritos por los clientes. Enlazarse y colaborar con miembros del equipo interno para garantizar un cumplimiento adecuado de las previsiones exitosas. Asegurar que todas las operaciones se lleven a cabo de una manera apropiada y económica; responder a los clientes y a los estudiantes de forma oportuna. Apoyar en los requisitos de pronóstico directamente con los clientes, y abordar necesidades operativas orientadas; Metodologías estándar para un equipo energético con procesos escalables de gestión de datos y crecimiento asociados. Valora y aprecia la diversidad de pensamiento; puede trabajar con audiencias diversas tanto internamente como externamente. Muy flexible y adaptable al cambio. Alta energía y buenas habilidades de comunicación, tanto escritas como verbales. Capacidad para interactuar profesionalmente con los vicepresidentes y el personal del nivel director dentro de los clientes. Tener una mentalidad centrada en el cliente; tanto en el trabajo con candidatos, aprendices y clientes. Nuestros solicitantes de empleo se consideran independientemente de su raza, origen nacional, religión, sexo, orientación sexual, información genética, discapacidad, edad, estatus veterano y cualquier otra clasificación protegida por las leyes federales, estatales, provinciales o locales aplicables. Cengage también está comprometido a proporcionar alojamientos razonables para individuos calificados con discapacidades incluso durante nuestro proceso de solicitud de trabajo. Si usted es un solicitante con discapacidad y requiere alojamiento razonable en nuestra aplicación de empleo, póngase en contacto con nosotros en accommodations.ta@cengage.com o al +1 (617) 289-7917. Durante más de 100 años, hemos habilitado el poder y la alegría del aprendizaje con contenido fiable, atractivo y ahora plataformas digitales integradas. Servimos a los mercados mundiales de educación superior, capacidades laborales, educación secundaria, enseñanza e investigación en inglés. A través de nuestra tecnología escalable, incluidas MindTap y Cengage Unlimited, apoyamos a todos los estudiantes que buscan mejorar sus vidas y lograr sus sueños a través de la educación. Advertencia: Tenga en cuenta que ha habido un aumento de estafas de reclutamiento dirigidas perpetradas por malos actores que ofrecen falsamente ofertas de trabajo en nombre de Cengage Group a los candidatos como medio para obtener información personal.