Senior CX Program Management Professional-1579

The Training & Services Program Professional is responsible for managing the full lifecycle of quotations for open enrollment, virtual, online, and custom training programs for both internal and external customers. This role leverages training, education, and experience to ensure accurate, timely, and high-quality service delivery. Working collaboratively within a team environment, the position supports operational excellence and contributes to maximizing overall training and service performance.

 

JOB RESPONSIBILITIES

• Ensure appropriate instructors are assigned to lead quoted and accepted courses
• Monitor and respond to the team’s shared inbox on a daily basis
• Manage instructor workflow and scheduling to ensure efficient course delivery
• Set up and maintain customer accounts
• Prepare and issue customer quotations
• Book training sessions and coordinate logistics
• Process invoicing and manage various forms of customer payments
• Promote customer retention and revenue growth through direct follow-up regarding refresher/renewal training and trending related programs
• Maintain and manage accurate customer history within the CRM system
• Serve as backup support for Open Enrollment, Shopify, and Litmos systems

CORE SKILLS/COMPETENCY REQUIREMENTS

• Customer-Centric Service Orientation – Delivers exceptional service via phone and email, serving as a primary point of contact and ensuring a positive end-to-end customer experience.
• Problem-Solving & Business Judgment – Proactively diagnoses and resolves issues using department tools, resources, and sound decision-making to strengthen customer confidence.
• Team Collaboration & Cross-Functional Partnership – Contributes positively within a team environment, supports departmental and company objectives, and works effectively across functions while continuously building new skills.
• Agility & Growth Mindset – Identifies opportunities to upsell training programs and drive business growth while adapting to changing priorities.
• Attention to Detail & Quality Focus – Maintains high productivity and accuracy standards to meet and exceed customer expectations.