Client Services Manager, Workforce Development Team

Company Overview:

Our success lies at the powerful intersection of people and technology. Bringing innovative training and education solutions to more than 2 million customers a year, Certus enables lifelong learners at every level — from trusted industry brands, such as Amazon, Siemens, Geico and Chick-fil-A, to individual learners seeking to enter, sustain or advance their careers. Our people come with a get-it-done spirit and a desire to impact a rapidly growing industry. Certus is committed to continuously evolving to ensure a culture where employees can be themselves, do their best work, and thrive, both professionally and personally. We choose to be a remote workforce so we can hire top talent regardless of location — all while empowering employees to work from wherever they choose. Innovative, brave, kind and diverse are defining traits of our team. Our talent is positioned in numerous roles, with opportunity for internal mobility, such as software engineers, instructional designers, creative writers, consultative sales professionals, innovative marketers and more.

Job Overview:

The Client Services Manager is responsible for maintaining and expanding our online training platform renewal customers to drive retention, customer satisfaction, and growth in the assigned territory. This position is responsible for all post-sale account management, including onboarding and technical deliverables, as well as building and maintaining strong, high-quality relationships to increase the account base/sales volume and ensure account renewals. This position requires a highly motivated client relationship professional to maximize sales potential and build loyalty with each client.

Responsibilities: 

• Research and preparation of sales presentations, data, and proposals to present to clients.

• Leading presentation to 25-50 professionals at workforce development conferences across the US to maintain our brand in the marketplace

• Knowledgeable and able to present on Metrix Learning product, features, and benefits.

• Articulate value by conducting effective product demonstrations to new clients.

• Manage post-sale research, account set-up, program implementation, and onboarding.

• In conjunction with clients, create strategic implementation plans, including client goals with measurable targets.

• Provide strategic direction to help clients meet usage goals, overcome objections, and impediments.

• Manage and monitor the relationship health of accounts, mitigate risks, and maintain high client satisfaction ratings.

• Own and manage accounts, with performance measured on contract completion, managing to usage goals, and renewal.

• Anticipate, identify, and escalate accounts that are in jeopardy and make recommendations on course of action.

• Partner with internal teams as needed to address specific client concerns.

• Provide ongoing account support with regularly scheduled check-in points (virtual or in-person) and usage reports.

• Travel to onsite client meetings and conferences as applicable (usually 6 per year).

• Explore opportunities with existing accounts for upsell and expansion of existing contracts.

• Anticipate and identify ways to grow accounts, including upsells, referrals, and renewals.

• Provide Tier 2 end user technical support as needed.

Competencies Required:

• 3+ years of client/account management experience, preferably in government procurement capacity

• Experience interacting with workforce development organizations to include a strong understanding of budgeting process, procurement processes, and common terminology.

• Consistently exhibit the attribute associated with Certus Core Values.

• Ability to motivate and energize audiences to embrace need for technology-based educational solutions.

• Strong ability to listen and collect information, then to communicate and assist customers with their needs, via phone, email, and in person.

• Confident public speaking skills in both one-on-one and to large and small group audiences, providing information/instruction in an energizing and persuasive manner.

• Track record of success forming multiple customer relationships that result in long-term, profitable relationships.

• Ability to work well with others to positively impact sales results of the team and better serve customers.

• Strong territory and account management skills within a team-based sales model.

• Self-motivated and energetic with a drive to meet and exceed client needs and quotas.

• Must be organized and possess ability to work independently to implement shared strategies developed by business unit leadership.

• Strong communication and relationship building skills.

• Ability to manage multiple projects and resources simultaneously.

• Strong time and territory management skills.

• Ability to lift up to 25 pounds of conference supplies and booth set up and take down.

Performance Expectations:

1. Support team to meet and/or exceed client usage goals

2. Support team to drive upsells, referrals, and renewals

3. Delight customers and ensure satisfaction with support and service

Please note this position is base pay plus commission. Base pay will be between $68,000 - $70,000 based on experience. Commissions are expected to be around $10,000 annually. They will be paid monthly based on meeting sales quotas and are not capped. 

EEO Statement: Certus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.