Enterprise Client Operations Manager

Summary 

The Enterprise Client Operations Manager is responsible for leading our Enterprise Services team supporting clients with Prosci training, license, and subscription services.   In this role you are responsible for ensuring enterprise clients receive value far exceeding their investment, with strong engagement across our enterprise client lifecycle.   This team is responsible for onboarding clients, managing logistics and training support, and enabling successful renewal of Prosci services.   

Ideally, this person will be in the Fort Collins, CO area as a hybrid role, however, we are open to considering a remote candidate who is willing to travel to the Fort Collins headquarters approximately once per month. Given the experience of selected candidate, we may be able to flex on a less frequent cadence for coming into the office.
 
What you will do:  

• Lead Enterprise service team and manage relationships with a variety of clients across various business functions ensuring they are successful in the utilization of their Prosci services, resulting in retention, and growth. 
• Collaborate with internal Prosci partners to overcome obstacles and maximize the value.  
• Conduct regular reviews of client satisfaction by looking into performance and key client engagement metrics. 
• This position is responsible for daily service delivery operations, team management, overall customer satisfaction, and alignment to Enterprise Service delivery processes. 

Scope & Responsibilities 

• Drive Enterprise client lifecycle experience and metrics from onboarding to renewal for license clients, and operational leadership for client training events. 
• Standardize client lifecycle processes including operational improvements and best practices. 
• Troubleshoot and resolve all client escalations and situations to successful resolution. 
• Manage direct reports, including Sr Enterprise Training Coordinators and Account Success Coordinators through continuous learning, transparent feedback, and strong talent development. 
• Balance workloads, ensure coverage, and enable business development.  
• Guide your team members in addressing a client’s risk management needs through consultative conversations.  
• Conduct periodic audits to ensure compliance standards and service levels are met. 

Requirements

Competencies, Skills & Qualifications 

Competencies   

• Collaborates: Gains trust and support of others. Works cooperatively with others across the organization to achieve shared objectives.  
• Customer Focus: Serves as a strategic partner to build, grow, and maintain profitable and long-lasting relationships with key accounts. Anticipates customer needs, probe on value delivery, and provides services that are beyond customer expectations.  
• Communicates Effectively: Actively listens and checks for understanding. Adjusts communication content and style to meet the needs of diverse stakeholders and able to lead conversations with senior-level clients at large organizations.    

• Cultivates Innovation: Continually assesses the market potential of an innovative idea or solution. Moves beyond traditional ways of doing things; pushes past the status quo. Finds and champions the best creative ideas and actively moves them into implementation. 
• Directs Work: Monitors progress by maintaining dialogue on work and results. Provides clear direction and accountability. Intervenes as needed to remove obstacles. 

Technical/Functional Skills 

• Proficiency working within CRM technologies (SalesForce), Microsoft 365 (Outlook, Excel, PowerPoint, Word, Prosci tools, knowledge of virtual meeting platforms); or managerial (e.g., global team leadership, P&L line leader).  

Qualifications 

• Bachelor’s degree in related field.  
• 5+ years of experience managing associates and/or service team overseeing 5-8 people 
• Minimum of 3+ years of experience in Enterprise relationship building & or customer retention and operational management. 
• Ability to build business relationships and interact effectively with executives. 
• Driven by client satisfaction, with proven track record of diplomacy and ownership. 
• Strong integrity, solid business ethics and able to maintain an overall professional appearance and attitude. 

Additional Information 

Travel Requirements: This role requires travel to the Fort Collins office once per month.