Our mission starts with"empowering people to realize their potential". If you want to be part of this mission, come join our team! Our diverse and talented employees define us and our achievements. We innovate and collaborate to meet challenges and create meaningful solutions for our clients. We provide our employees career and professional development at every stage of their Prometric career through professional development initiatives, cross-functional work assignments, leadership development and mentoring programs. We're proud to help our employees and test-takers reach their full potential. At Prometric, we realize futures start here!
About Us:
Prometric is a leading provider of technology-enabled testing and assessment solutions to a multitude of industry sectors, to include many of the world's most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries around the world. You can be a part of organization that designs and delivers the highest quality and most innovative testing solutions anytime, anywhere.
Overview of the Position:
Prometric's Client Success Managers (CSM) are stewards of our exceptional client experience. They ensure we are providing a great service while working across the organization to understand and ensure we're delivering on our service promise while seeking new ways to elevate our value to our clients. The CSM is a central point of contact for all things we deliver to our clients.
What you'll do:
- Drive a consistent cadence of customer coverage activities designed to increase the likelihood of renewals
- Provide support to ensure client satisfaction
- Work closely with Account Directors to ensure consistent and effective client engagements, and leverage resources as required (e.g., Technology, Test Development, etc.)
- First point of contact for client inquiries regarding service issues
- Ensure all contractual obligations are being met, tracked and communicated to relevant stakeholders across the organization, especially Enterprise and Strategic accounts
- Ensure planned activities (publishing cycles, etc.) are being undertaken and completed, serving as de facto PMO
- Escalate to Acct Director any opportunities for revenue growth that emerge from daily / weekly interaction with client transactional / line managers
- Raise awareness to the organization of any risks, especially client visits from competitors, mentions of competitive offers to client, etc.
- Use Prometric's sales tools (e.g. Salesforce.com) and methodology to effectively manage the accounts, opportunities, pipelines and forecast
What you'll need to be considered:
- BA/BS Degree from a four-year college -OR- equivalent years of experience and education combined
- 3-5 years of professional experience in client success / account management with a proven track record of managing complex solutions
- Ability to multi-task and handle a portfolio of clients
- Effective written and verbal communication skills
- Familiar with Service Level Agreements and client contracts
- Occasional travel (less than 10%)
Prometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation,race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.