As a Program Manager you will be accountable:
A) To manage all aspects of the delivery and support of client products and services contracted, including ensuring customers are satisfied with what they receive, appropriate Help Desk and technical support is receive on a regular basis, and all products and services are being delivered as expected or better. This includes –
a. Understanding what the sales team has sold to our clients;
b. Maintaining accurate records of each client engagement on a project-by-project basis;
c. Helping the sales team by identifying and coordinating with subject matter experts and instructors to participate in pre- and post-sale client calls, as needed, to customize the client solution and deliverables;
d. Managing the subject matter expert and instructor solicitation, vetting and contracting process on an overall and project-by-project basis (including maintaining and updating the subject matter expert and instructor database;
e. Maintaining a profit and loss statement for each client project, and reporting on the same to other managers;
f. Creating and executing project management calls and written plans (both at initiation and on an ongoing basis) with clients, subject matter experts, instructors and others to deliver client projects on time and on budget.
g. Assembling all internal human, content and technology resources (e.g., our subject matter experts, technologists, operations staff, LMS platform, etc.) to make sure that the project meets or exceeds our client expectations.
h. Communicating with all internal and external resources who are actually involved in the client engagement (or who should be involved) on a regular basis to make sure all parties are doing what is required to ensure the project is delivered in the highest quality manner possible, on-time, and in line with client expectations, including coordinate with clients about delegates, communicating with delegates, gathering project feedback, arranging venue logistics, etc.
i. Managing the Starweaver LMS content, curriculum, communications (through Slack, SalesIQ by Zoho and other messaging tools all used for student engagement, and instructor and/or project team communications) so that each course is delivered smoothly (e.g., posting content on the Starweaver LMS, calendar schedules, student communications…)
B) To develop strong client relationships to cross sell to clients on a regular basis, communicating with clients on an ongoing basis about their needs, identifying other areas of requirements, etc., as well as communicating with our instructors and subject matter experts to identify client opportunities they have with other customers.
C) To support company sales and marketing initiatives, including:
a. Managing the company customer relationship management (CRM) system data;
b. Coordinating sales and marketing emails through our CRM system;
c. Coordinating website SEO through third party consultants;
d. Coordinating website update and enhancements through third party consultants;
e. Coordinating regular free webinars with our subject matter experts and instructors;
f. Marketing our free webinars using our CRM data;
g. Answering prospect chat inquiries on our website