Program Manager, Client Success

The Program Manager is responsible for all aspects of the delivery of premier executive education programs catering to mid-level and senior-level executives of multinational organizations.

Specifically responsible for working with clients, faculty, and the business development team; supporting staff to successfully implement program delivery both at Babson, at offsite locations and on-line;

and responsibility for key account management.

WHAT YOU WILL DO

Manage a portfolio of programs that requires handling deadlines and multiple programs simultaneously; execute and implement programs delivered face-to-face and on-line;

and ensure an in-depth understanding of client needs and demands.

• Work directly with the Business Development, Faculty Director, and client to prepare and implement delivery of programs.
• Together with Business Development, acts as one of the key points of contact with client, including responsibility for client satisfaction and retention.

This also includes focusing on high-quality client service to build and strengthen relationship and maximize future collaborations, as well as attending receptions and dinners with clients as appropriate.

• Forecast and track client account metrics.
• Balance meeting client goals while meeting BEE goals.
• Generate and manage contracts and agreements for Babson faculty and external presenters and speakers.
• Communicate with global clients and participants about program logistics, assignments, and pre-work.
• Assume program fiscal responsibilities including preparing budgets, payroll, third party vendor contracts and payments as well as monitoring expenses to meet margin targets.

Prepare invoices, including appropriate documentation for travel and venue costs; assist in the collection of revenue as needed.

• Provide faculty with administrative support regarding travel arrangements (visas, airfare, lodging abroad) and payments / reimbursements.
• With the help of a Program Coordinator, coordinate program materials, oversee the shipping of these materials if needed, and assist client, participants, faculty members, and external speakers.
• Coordinate details for dinners, receptions, classroom, and transportation needs, reserves audiovisual equipment and special participant needs with BECC and outside vendors with special attention to deadlines.
• Negotiate contracts with offsite venues as needed, both in the US and internationally which often includes, but is not limited to, transportation, catering, AV equipment, translation, conference rooms, classrooms, special dinners, and functions;

make decisions based on the client need without getting prior approval from supervisors that impact the program financially and operationally.

• Maintain program calendar and relevant databases for assigned programs.
• Assist with special projects related to client success and program delivery.
• Assume additional responsibilities as required.

YOUR TEAM WILL INCLUDE

N / A

WHAT EDUCATION AND SKILLS YOUR WILL NEED

Bachelor’s Degree

At least 3-5 years of similar program management experience (prefer 4-6 years of experience).

Must have a positive attitude and a desire to help clients reach their goals.

Must have experience building and maintaining relationships and be focused on client success, as clients are the foundation of BEEs long-term success.

Ability to multi-task in a fast-paced environment and ability to handle multiple projects with short-term deadlines.

Must have strong attention to detail and exceptional interpersonal skills .

Must have strong planning and collaborative abilities with multiple constituencies.

Must have program management expertise .

Ability to trouble shoot challenging client issues.

Ability to think and act strategically , making choices and decisions to ensure that program participants, clients and faculty receive the best experience while maintaining fiscal diligence and operational excellence.

Ability to envision and propose new methods to perform tasks that support Entrepreneurial Thought & Action; take thoughtful risks ;

and accept new and ongoing initiatives, objectives, and solutions to gain sought-after results.

Ability to anticipate and embrace change ; demonstrate willingness to achieve, acquire, and utilize new skills and challenging tasks;

and is flexible in changing conditions.

Must be results oriented with strong execution skills.

Must have strong technology skills including proficiency in Microsoft Office

HOW AND WHERE YOU WILL WORK

Ability to work in a hybrid work model (a mix of on campus and off campus) to be determined based on availability and program needs.

Ability to travel domestically and internationally

During programs, working early mornings, evenings, weekends, and holidays may be required.

• Must have had a valid unrestricted U.S. Driver’s License for one year, and maintain throughout employment an insurable (as determined by the College’s insurer’s criteria) or a satisfactory driving record;
• must successfully complete and pass the College’s vehicle training program within the first 60 days of employment; annual or more frequent review of employee’s driving record based on the College insurer’s criteria;

and safety training as required by management.

ADDITIONAL SKILLS YOU MAY HAVE

• Experience with applications such as Salesforce, Sharepoint, Learning Management Systems, Cvent, Canvas, Qualtrics, WebEx and Zoom preferred
30+ days ago