Senior Client Services Manager, Institutional Programs at Princeton Review in Remote
Overview:
Interested in working with educational partners across the country to support students in achieving their academic goals? Join the Tutor. /The Princeton Review team! Tutor. , a brand of The Princeton Review, is the leading provider of on-demand online tutoring services connecting K-College students with expert tutors 24/7. We partner with over 1,800 institutions across the country to deliver the highest quality tutoring available through one-to-one learning and easy-to-use technology. Our mission is to connect students with the expert help they need anytime and anywhere. We are looking for exceptional candidates passionate about customer service and educational technology to support our key client partnerships primarily in the K12 market. The Sr. Client Services Manager's primary focus will be working with assigned K12 schools and districts. The SCSM will be part of a collaborative team committed to developing proactive, highly effective, support for our partner institutions and delivering superior service that guarantees customer satisfaction and retention. Duties and
Responsibilities:
Deliver exceptional client service support and project management through various phases of our client partnerships including new customer implementations, trainings, development of reports, monitoring student usage, providing recommendations for student adoption, proactive outreach with institutional contacts and leaders, problem resolution and account management. Working with customers to promote online tutoring services across their students and communities and develop best practices for spreading awareness at their institution. Working with clients to utilize administrative tools and data services effectively. Administer the technical program set up process and work with our Implementation and Product Management and other team members as required to customize each client's dedicated Tutor. program site to specifications. Ensure timely and knowledgeable responses to ongoing client inquiries. Cultivate and maintain consistent relationships with primary program contacts and other key stakeholders. Foster account retention and growth, including management of client renewals. Manage all aspects of clients' Tutor. programs including technical configuration using internal administrative tools. Develop strategies to help clients manage their programs effectively and achieve their goals. Analyze client usage reports to identify trends and track client performance. Prepare customized reports and analysis to help clients understand the value and impact of their service on their institutional initiatives. Work with client services and marketing teams to develop ongoing trainings, client communications and promotional tools. Work closely with sales, marketing, product support and tutor management teams to ensure total satisfaction for the institutions and students we serve. Collaborate with other client services team members to develop new strategies for deepening customer satisfaction. Provide resources and best practices to junior client services team members including client services managers and client services specialists on the team. Work with client services leadership team, sales and marketing to build customer experience strategy and resources, as well as ensure execution of the strategic plan across your assigned market and territory. Travel throughout the U.S. will be necessary for on-site client meetings, in person presentations and conferences (approx. 20% in a typical year).
Qualifications:
Bachelor's Degree and 5-7
years work experience in Client Services or similar education experience. K12 experience and background preferred. Eagerness to 'own' client programs and become an advocate for their needs. Implementation experience a plus. Must have strong presentation and training skills. Proven ability to independently manage and develop ongoing client relationships. Excellent communication skills, including strong written, verbal and presentation skills a must. Creative, collaborative thinker with an ability to learn new things, assess problems and identify proactive solutions quickly. Computer proficiency including Microsoft Office, CRMs (SalesForce) and understanding of internet services. Preference given to candidates with above average Excel skills. Independent with high energy/positive attitude. Ability to interact effectively with peers, including internal operations and remote employees, in a team-oriented environment. Experience working with educational technology solutions is a plus. Preference will be given to applicants with prior experience in working in K-12; or working for a vendor that support schools and districts.
Benefits:
Flexible and casual work environment Health/Dental/Vision/Life insurance Disability (short and long term) options Paid PTO time (holidays, personal days, sick days) Unlimited free online tutoring for family Opportunity for personal and professional growth, advancement, and leadership within an innovative and stable growing company
Salary Range:
$80K -- $100K
Minimum Qualification
Program ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Interested in working with educational partners across the country to support students in achieving their academic goals? Join the Tutor. /The Princeton Review team! Tutor. , a brand of The Princeton Review, is the leading provider of on-demand online tutoring services connecting K-College students with expert tutors 24/7. We partner with over 1,800 institutions across the country to deliver the highest quality tutoring available through one-to-one learning and easy-to-use technology. Our mission is to connect students with the expert help they need anytime and anywhere. We are looking for exceptional candidates passionate about customer service and educational technology to support our key client partnerships primarily in the K12 market. The Sr. Client Services Manager's primary focus will be working with assigned K12 schools and districts. The SCSM will be part of a collaborative team committed to developing proactive, highly effective, support for our partner institutions and delivering superior service that guarantees customer satisfaction and retention. Duties and
Responsibilities:
Deliver exceptional client service support and project management through various phases of our client partnerships including new customer implementations, trainings, development of reports, monitoring student usage, providing recommendations for student adoption, proactive outreach with institutional contacts and leaders, problem resolution and account management. Working with customers to promote online tutoring services across their students and communities and develop best practices for spreading awareness at their institution. Working with clients to utilize administrative tools and data services effectively. Administer the technical program set up process and work with our Implementation and Product Management and other team members as required to customize each client's dedicated Tutor. program site to specifications. Ensure timely and knowledgeable responses to ongoing client inquiries. Cultivate and maintain consistent relationships with primary program contacts and other key stakeholders. Foster account retention and growth, including management of client renewals. Manage all aspects of clients' Tutor. programs including technical configuration using internal administrative tools. Develop strategies to help clients manage their programs effectively and achieve their goals. Analyze client usage reports to identify trends and track client performance. Prepare customized reports and analysis to help clients understand the value and impact of their service on their institutional initiatives. Work with client services and marketing teams to develop ongoing trainings, client communications and promotional tools. Work closely with sales, marketing, product support and tutor management teams to ensure total satisfaction for the institutions and students we serve. Collaborate with other client services team members to develop new strategies for deepening customer satisfaction. Provide resources and best practices to junior client services team members including client services managers and client services specialists on the team. Work with client services leadership team, sales and marketing to build customer experience strategy and resources, as well as ensure execution of the strategic plan across your assigned market and territory. Travel throughout the U.S. will be necessary for on-site client meetings, in person presentations and conferences (approx. 20% in a typical year).
Qualifications:
Bachelor's Degree and 5-7
years work experience in Client Services or similar education experience. K12 experience and background preferred. Eagerness to 'own' client programs and become an advocate for their needs. Implementation experience a plus. Must have strong presentation and training skills. Proven ability to independently manage and develop ongoing client relationships. Excellent communication skills, including strong written, verbal and presentation skills a must. Creative, collaborative thinker with an ability to learn new things, assess problems and identify proactive solutions quickly. Computer proficiency including Microsoft Office, CRMs (SalesForce) and understanding of internet services. Preference given to candidates with above average Excel skills. Independent with high energy/positive attitude. Ability to interact effectively with peers, including internal operations and remote employees, in a team-oriented environment. Experience working with educational technology solutions is a plus. Preference will be given to applicants with prior experience in working in K-12; or working for a vendor that support schools and districts.
Benefits:
Flexible and casual work environment Health/Dental/Vision/Life insurance Disability (short and long term) options Paid PTO time (holidays, personal days, sick days) Unlimited free online tutoring for family Opportunity for personal and professional growth, advancement, and leadership within an innovative and stable growing company
Salary Range:
$80K -- $100K
Minimum Qualification
Program ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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