Client Success Manager – LATAM
The Client Success Manager is a qualified self-starter who drives degree partner program implementations, has strong interpersonal skills, and can navigate the fast-paced ambiguity of a startup environment. The Program Manager oversees the partner relationship from the start of the partnership and builds the infrastructure for ongoing growth. The Program Manager will liaise between different department stakeholders and executive leadership of both organizations to support the product portfolio’s alignment with overall business objectives. This is an experienced-level position, and the ideal applicant has considerable professional experience in a project management role and has worked in an operational role in a university environment.
The Program Manager must have proven capability to lead and manage multiple multicultural teams. This is a client-management role that requires extensive relationship building and the ability to engender and develop trust and influence at all levels of the client organization. The person in this role has an internal drive to ensure an exceptional student experience and has a customer-focused mindset.
Duties
- Manage the development of relationships between university and Emeritus operating teams
- Identify problems and opportunities at an early stage, leading to smooth operations
- Identify opportunities for new products and portfolio expansion
- Create project plans
- Coordinate project resources and timelines across all lines of activity
- Develop, implement, and maintain client-specific SOPs and SLAs to ensure client and student success
- Liaise across academic, operational, IT, and business functions for total client success
- Ensure visibility and confidence by developing and tracking operations and outcome metrics across online degree and associated certificate operations, for use by Emeritus and university stakeholders
- Ensure steady-state operations quality in consultation with operating teams
- Monitor and improve SOPs across degree offerings and university clients
- Support product development activities on the ground
Skills
- Strong analytical skills
- Outstanding team leadership skills
- Outstanding client/stakeholder engagement skills
- Able to exercise influence without formal authority in a cross-organizational environment
- Operating in an academic context, with its cultural and political implications
- Cross-cultural communication and relationship skills
- Outstanding oral, written, and visual communication skills in a C-level environment
- Outstanding project management skills
- Delivering results in a complex and dynamic environment
- Takes initiative and gets things done
- Self-starter, problem solver
- Incredible perseverance and drive, manifested in a strong work ethic and a willingness to roll up your sleeves to accomplish goals
- Fluency in key technologies involved in online learning and administration in an academic setting
- Bilingual English/Spanish required
Experience
- Relevant master’s degree required
- Minimum [10] years of professional experience
- At least [3] years of experience in, or providing services to, higher education operations and administration
- Experience in start-up, operation, and administration of online degree programs preferred
- At least [3] years of experience providing services across organizational and institutional boundaries
- Experience working at or with elite universities strongly preferred
Email your resume: laura.ugartechea@emeritus.
To apply for this job, mail us at laura.ugartechea@emeritus.org