Edtech.com's Summary

Crucial Learning is hiring a Manager of Client Operations. This role leads a regional client operations team to enhance and optimize the client experience from pre-sales through post-sales by managing operational fulfillment, developing processes, and coaching the team to deliver premium client service.

Highlights

Manage a client operations team to fulfill operational responsibilities and meet service level agreements.
Collaborate with senior management and other teams to ensure smooth implementation and delivery of products.
Conduct regular audits, provide coaching, and improve processes to enhance client satisfaction and operational efficiency.
Use CRM software experience, with Salesforce considered a plus.
Requires 5-10 years in customer service roles, with leadership experience preferred.
Strong oral and written business communication and client management skills are essential.
Responsible for regional team performance, motivation, and training.
Bachelor's or Master's degree preferred but equivalent experience is acceptable.
Must be legally authorized to work in the U.S. without employer sponsorship.
Offers professional development programs, health benefits, flexible work environment, and retirement savings plans.

Manager of Client Operations Full Description

Manager of Client Operations

Department: | Operations : Customer Service
Location: |

START YOUR APPLICATION

Manager of Client Operations

Reports To: Sr Manager, Client Experience

Employment Type: Full Time, FSLA Status: Exempt, EEO Category: First/Mid-Level Managers

The Impact You Will Have:

The Manager of Client Operations will oversee one of the regions on our Client Operations team. You will be pivotal in shaping and optimizing the client experience from pre-sales through post-sales, overseeing both the client experience and operational fulfillment aspects. You will be responsible for creating and providing a premium client experience and evangelizing this throughout the company. This role involves developing and improving processes, systems, and methodologies to enhance client satisfaction and operational efficiencies, while leading and developing high-performing teams. You will act as a subject matter expert on operational fulfillment and its impact on the client experience.

Please note: This role will support the Central and/or Mountain U.S. time zones.

A Day in the Life:

Manage a client operations team as they fulfill their operational responsibilities.
Work with senior management to oversee implementation and delivery of our products.
Perform weekly and monthly audits of teams’ activities to ensure accuracy in all day-to-day operations.
Provide coaching and skill development to employees on a consistent basis.
Maintain and provide a quality client experience and good communication with internal colleagues.
Think outside the box to create new processes that optimize both the client and employee experiences.
Collaborate with managers from other teams to streamline the client experience from team to team.
Encourage and support team through platform changes.
Hold team accountable to formal SLAs and other expectations.
Continue to review process and procedures to determine and implement process improvement efficiencies.
Boost motivation, morale, and productivity.
Build strong relationships with Sales leaders and ensure their feedback and teams are heard and receiving proper support.
Train new and existing team members on new processes and how to fully execute In their role.
Responsible for your region’s performance and activity

What You'll Need:

Education - Bachelor’s or Master’s degree preferred but not required (in business or equivalent experience).
5-10 years in a customer service-oriented role
Leadership experience preferred
3+ years’ experience with a CRM required, Salesforce a plus
Excellent oral and written business communication skills
Excellent client management skills.
Proven ability to manage multiple projects and juggle competing priorities and deadlines.
Demonstrated success in the improvement of an operation, with measurable benefits.
Ability to lead by example, and build a cohesive and highly productive team.
Ability to project manage key initiatives, providing key milestone reporting and status updates.
Ability to manage multiple initiatives concurrently.
Ability to manage processes as well as people.
Excellent interpersonal skills and the ability to build coalitions and consensus among functional leaders to achieve cross functional improvements.
Must be detail oriented and well organized, have the ability to work independently, exercise good judgment, and respond quickly to a variety of business demands.
Must be able to attend in-person events at least once a year.
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

What You’ll Get:

Access to some of the richest professional development programs.
A variety of benefits. Programs include health benefits, life insurance, income protection and retirement savings plan with employer contributions to assist with your health & financial security today and in the years ahead.
Access to health benefits and wellness programs for employees and families.
The ability to work in a flexible work environment.
Professional development support as we want YOU to be successful in your career. Our team will work with you to establish the goals you are trying to achieve in your profession.

The Process:

The first step is to apply to the role. If your experience matches our needs, you will be reached out to by a member of the HR team to set up a call to learn more about you. From there, you can expect to meet with the hiring manager and some other members of the team. We like to connect over the phone, via Zoom and sometimes, in person (when applicable)!

AAP:

Crucial Learning provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Crucial Learning complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Crucial Learning expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Crucial Learning’s employees to perform their job duties may result in discipline up to and including discharge.

If you are vision-impaired or have some other disability under the Americans with Disabilities Act or a similar law, and you wish to discuss potential accommodations related to applying for employment at Crucial Learning, please contact our Recruitment department at hr@cruciallearning.com.

ADA (American with Disabilities Act) Information

Work is performed primarily in an office setting
Operates standard office equipment to include a computer, calculator, copier, fax, telephone

Original Job Description

Manager of Client Operations

Department: | Operations : Customer Service
Location: |

START YOUR APPLICATION

Manager of Client Operations

Reports To: Sr Manager, Client Experience

Employment Type: Full Time, FSLA Status: Exempt, EEO Category: First/Mid-Level Managers

The Impact You Will Have:

Please note: This role will support the Central and/or Mountain U.S. time zones.

A Day in the Life:

Manage a client operations team as they fulfill their operational responsibilities.
Work with senior management to oversee implementation and delivery of our products.
Perform weekly and monthly audits of teams’ activities to ensure accuracy in all day-to-day operations.
Provide coaching and skill development to employees on a consistent basis.
Maintain and provide a quality client experience and good communication with internal colleagues.
Think outside the box to create new processes that optimize both the client and employee experiences.
Collaborate with managers from other teams to streamline the client experience from team to team.
Encourage and support team through platform changes.
Hold team accountable to formal SLAs and other expectations.
Continue to review process and procedures to determine and implement process improvement efficiencies.
Boost motivation, morale, and productivity.
Build strong relationships with Sales leaders and ensure their feedback and teams are heard and receiving proper support.
Train new and existing team members on new processes and how to fully execute In their role.
Responsible for your region’s performance and activity

What You'll Need:

Education - Bachelor’s or Master’s degree preferred but not required (in business or equivalent experience).
5-10 years in a customer service-oriented role
Leadership experience preferred
3+ years’ experience with a CRM required, Salesforce a plus
Excellent oral and written business communication skills
Excellent client management skills.
Proven ability to manage multiple projects and juggle competing priorities and deadlines.
Demonstrated success in the improvement of an operation, with measurable benefits.
Ability to lead by example, and build a cohesive and highly productive team.
Ability to project manage key initiatives, providing key milestone reporting and status updates.
Ability to manage multiple initiatives concurrently.
Ability to manage processes as well as people.
Excellent interpersonal skills and the ability to build coalitions and consensus among functional leaders to achieve cross functional improvements.
Must be detail oriented and well organized, have the ability to work independently, exercise good judgment, and respond quickly to a variety of business demands.
Must be able to attend in-person events at least once a year.
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

What You’ll Get:

Access to some of the richest professional development programs.
A variety of benefits. Programs include health benefits, life insurance, income protection and retirement savings plan with employer contributions to assist with your health & financial security today and in the years ahead.
Access to health benefits and wellness programs for employees and families.
The ability to work in a flexible work environment.
Professional development support as we want YOU to be successful in your career. Our team will work with you to establish the goals you are trying to achieve in your profession.

The Process:

AAP:

ADA (American with Disabilities Act) Information

Work is performed primarily in an office setting
Operates standard office equipment to include a computer, calculator, copier, fax, telephone

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