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Client Program Manager
Pearson
Bloomington, MN, United States
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Description
Pearson VUE (www.pearsonvue.com) is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management, and delivers exams through the world’s most comprehensive and secure network of test centers in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year. Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO). The Client Program Manager is responsible for the successful implementation and maintenance of client programs. The Client Program Manager serves as the principal communication channel between the client and Pearson VUE and ensures client satisfaction with delivered services. The Client Program Manager develops and maintains complete, up-to-date documentation, including project plans, scope of work, and business rules and ensures that the various departments involved fulfill their commitments and maintain adequate service level agreements relative to timelines, quality standards and budget. Responsibilities include:
Account Management
• Maintain strong relationships with clients, ensuring client satisfaction with delivered services
• Maintains working relationship with internal teams, including Test Center Operations, Test Publishing, Software Development, Customer Services, and others.
• Customer Satisfaction
• Fulfillment of Contract Obligations - Manage all aspects of contract fulfillment including successful contract implementation and continued compliance with contracted service standards
• Optimization of internal resources – saying “no” to customers
Launching New Clients
• Organize requirements meetings
• Coordinate gap resolutions
• Manage implementation schedule
• Frequent client face time
Business Development
• Identifying opportunities for add-on products and services, assist sales in new proposals
Qualifications
Required Education & Experience
• BS or BA or equivalent experience
• 3+ years experience in project management, business development, account management or related area
• Ability to travel up to 15%
• PMI certification is a plus
Desired Knowledge, Skills & Abilities
• Strong Customer Service focus including experience in balancing the needs of internal and external clients
• Outstanding written, verbal and interpersonal communication skills
• Must possess leadership, problem-solving, time-management, planning and project-management skills
• Experience managing professional services contracts
• Influencing others/relationship building