Position Summary:

Penn Foster is seeking an experienced, energetic, and exceptional client management professional to join our Client Success team as a Client Success Manager. This key position will focus on managing a variety of key clients across other areas of Penn Foster’s ecosystem.

This is a key position within the Enterprise Solutions (ES) division of Penn Foster (PF), which takes Penn Foster’s leading education and training content and deploys it through partner organizations. The CSM role is a high-visibility position within PF and will work closely with our Support, Product, Strategy and Education teams, as well as senior management, to ensure we’re delivering the highest value education to our clients’ students. You will have retention and growth targets to guide your work, as well as the support and partnership of your team and managers.

Penn Foster is mission driven – we help people get the training they need to get better jobs, so they can help themselves and their families have more fulfilling careers and lives. If you want to join in that mission, while managing complex client lifecycles and relationships using your superior communication and organizational skills … and you want a great opportunity to take a leading role on a dynamic and growing Enterprise Solutions team, then we want to hear from you.

Essential Job Functions:

• Deeply understand client businesses and objectives to drive the relationship – leading the client and internal stakeholders – to agree on the desired outcome and goals, deliver value to learner and clients, and deepen the client relationship
• Ensure timely renewal of existing contracts while maximizing annual contract value and terms
• Develop product expertise in what clients’ buy and what the corresponding career trajectories are following the training programs we provide
• Gather product feedback to inform development and represent the voice of the customer.
• Build consultative relationships with our customers and seek out new strategic contacts within the customer hierarchy
• Be the voice of the client within Penn Foster, and the voice of Penn Foster with the client
• Identify, measure, and monitor outcomes. Leverage knowledge and PF expertise to drive continuous outcomes improvement strategically as well as lead the client to full contract utilization.
• Have experience managing small teams.
• Lead regular business review meetings and ongoing client engagements to demonstrate the value of PF’s offerings and how they align with the customers’ objectives
• Liaise with internal teams to present customer with coordinated services and expertise (e.g., sales, marketing, academics, student support, product)
• Identify trends within the client base (issues, challenges, needs) and escalate through proper channels to ensure swift resolution and/or proactive communications
• Identify opportunities for expansion.
• Ensure all account stakeholders are continually kept abreast of account status though regular status report and/or account calls.

Knowledge, Skills, Abilities:

• Customer-centricity: Centers the customer in both external and internal conversations. Able to see things easily through varying lenses: decision-makers, students, middle-management, etc. Builds relationships quickly and effectively, and also consultatively as the expert on building successful training programs.
• Leadership: Wield persuasion and influence without explicit authority. Set and manage expectations with clients as well as internal teams. Be the interpretive layer between client and PF. Propose solutions when challenges surface.
• Communication: Ability to create and expand the "customer story." This means using the right outcomes-based data and relationship-based touch points to weave a compelling narrative for the client so they can see the great place they are today, and the exciting path that sits in front of them. The narrative should emphasize the positive, improve on the negatives in a systematic way, and create an easy way for clients to perceive our very complex relationship.
• Project Management: Experience successfully managing projects with many moving parts, competing priorities, and several key stakeholders. Maintain clarity on the most important work streams and prioritize accordingly. Follow organizational practices to be sure nothing falls through the cracks and projects are delivered on time. Communicate proactively and often.
• Analytical: Able to surface and socialize key performance metrics, find meaning in them through ongoing monitoring, and break up complex challenges into actionable strategies to deliver strong outcomes.
• Adaptable: When something doesn’t work, you find another way. Able to keep up in a fast-paced environment and manage complicated projects, while finding a path to the outcomes you and your client need. Proactive, but also able to quickly shift and comfortable in the grey area.
• Growth Mindset: Love for learning and continuous improvement. You test your limits, embrace a growth mindset, and seek to overcome what work makes you uncomfortable.

Equal Employment Opportunity:

At Penn Foster we are proud to be an Equal Employment Opportunity employer. We are committed to creating a work environment that embraces and celebrates diversity. We do not discriminate based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other status protected under federal, state, or local law.

About Us:

At Penn Foster, we are dedicated to helping over 300,000 students each year achieve their goals through affordable, accessible, career-focused learning. Our mission has remained the same since 1890: to enhance the lives of our students and clients through the acquisition of skills and credentials that can help them work toward their career and life goals. Together with our extensive partner network of leading employers, community-based organizations, and academic institutions, we close skills gaps and are building a workforce that’s prepared for the future job market. We aim to help businesses thrive by mobilizing their individual workers and energizing communities with opportunities for growth and progress. We are proud to play a role in the success of over 80% percent of our graduates that see improvement within their careers, as they inspire us to keep finding new ways to further our reach and broaden horizons. Join the Penn Foster movement and start working toward a better future today.

What We Offer:

We offer a competitive base salary, plus a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, sponsored volunteer opportunities, parking & commuter benefits, a 401K with a company match, plus free access to all of our online programs.