Client Success Manager

This position has been deemed critical by the School of Engineering Dean's Office and is exempt from the hiring freeze.

Visa Sponsorship is not available for this position. All candidates must be eligible to work and live in the U.S.

 

The School of Engineering

Stanford Engineering has been at the forefront of innovation for nearly a century, creating pivotal technologies that have transformed the worlds of information technology, communications, health care, energy, business and beyond. Our faculty and students are creative risk-takers who pursue excellence across a breadth of disciplines. Our alumni include some of the world's most successful leaders in technology and business. Our staff are critical to enabling Stanford Engineering to accomplish its mission: seeking solutions to some of the world's most urgent challenges and educating leaders who will make the world a better place through the power of engineering principles, techniques and systems.

 

The Stanford Engineering Center for Global and Online Education (CGOE), part of the School of Engineering (SoE) is seeking a highly motivated and team focused individual to join our Client Success and Engagement team, as a Client Success Manager. In this fast-paced environment, the successful candidate should have the ability to manage multiple programs, possess a strong attention to detail, thrive in a deadline driven environment, and possess exceptional communication and collaboration skills, including the ability to effectively and inclusively interact with people across cultures.

 

The successful candidate will provide client and learner operational support for individually assigned Stanford Online graduate certificate programs. This role will create and maintain the Stanford Online graduate portfolio sales lead intake process and ensure a high satisfaction customer experience for assigned programs such as the School of Engineering graduate certificate programs. The emphasis of this role is on providing organized and effective program support in all areas of learner experience with the aim of providing faculty, staff and students with the highest professional support standards. 

 

In this role, you will:

Execute product/ program plan definition, and detailed rollout schedule, including collaboration with internal stakeholders.

Collaborate with the marketing team to develop and execute a marketing plan, assessing, and revising as necessary to meet goals.

Implement conversion strategy to meet product/program goals.

Deliver an experience that leads to high customer satisfaction and advocacy for the program.

Conduct analysis and make recommendations regarding the direction of the program or product.

Actively participates in efforts to improve processes, programs and business across the department.

Secure, plan, and coordinate program support with external consultants, lecturers, and/or service providers

Provide learner/participant, client, faculty, and stakeholder communication, logistic, and technical support in all phases of program planning, implementation, and closeout.

Additional responsibilities include:

As a program services manager, this role will be responsible for owning the graduate enrollment experience as well as information designed and communicated via web, program forms, chatbot and campaigns.

Focus on interpreting and administering university policies and procedures regarding program applications, course advising, enrollment requirements, tuition payments and other academic support services.

This role will help coordinate the advancement of learner support processes and technology and will be required to engage, learn and actively collaborate within the School of Engineering.

This position is eligible for a hybrid work arrangement with a minimum of 3 days/week working at the Stanford main campus, subject to operational needs.

The expected range for this position is $97,298 - $124,375 per annum.

Responsibilities

Core Duties:

• Execute product/ program plan definition, and detailed rolloutschedule, including collaboration with internal stakeholders.

• Collaborate with marketing team to develop and execute amarketing plan, assessing, and revising as necessary to meetgoals.

• Implement conversion strategy to meet product/programgoals.

• Deliver an experience that leads to high customer satisfactionand advocacy for the program.

• Conduct analysis and make recommendations regarding the directionof the program or product.

• Actively participates in efforts to improve processes, programsand business across the department.

• Coordinate with vendors and consultants on specificprograms.

Minimum Education andExperience:

Bachelor’s degree and three years of relevant experience or acombination of education and relevant experience.

Knowledge, Skills and Abilities:

• Experience with managing products/programs.

• Demonstrated ability to manage multiple projectssimultaneously.

• Knowledge of various marketing elements (e.g. pricing, audience,channels, communication).

• Ability to work independently to meet expected deadlines andschedules.

• Demonstrated ability to understand the target audience lifecycleand ability to convert leads into new business.

• Excellent written and oral communication skills.