Client Success Manager

Stanford University; Palo Alto (CA); On-site; USD 97,298 - 124,375; Full time

Job summary

Stanford University is seeking a Client Success Manager for the CGOE, part of the School of Engineering, to provide learner and program support for Stanford Online graduate certificate programs.

You will manage enrollment experiences, coordinate communications and logistics, and collaborate with faculty, staff and external partners to ensure high-quality learner outcomes in a fast-paced, hybrid work environment.

Responsibilities

• Execute product/program plan definition and rollout schedule with internal stakeholders.
• Collaborate with marketing to develop and execute a marketing plan.
• Implement conversion strategy to meet product/program goals.
• Deliver an experience that leads to high customer satisfaction and advocacy for the program.
• Conduct analysis and recommendations regarding the direction of the program or product.
• Actively participates in efforts to improve processes, programs and business across the department.
• Secure, plan, and coordinate program support with external consultants, lecturers, and/or service providers.
• Provide learner/participant, client, faculty, and stakeholder communication, logistic, and technical support in all phases of program planning, implementation, and closeout.
• Own the graduate enrollment experience and information via web, program forms, chatbot and campaigns.
• Interpret and administer university policies regarding program applications, course advising, enrollment requirements, tuition payments and other academic support services.

Job description

This position has been deemed critical by the School of Engineering Dean's Office and is exempt from the hiring freeze. Visa Sponsorship is not available for this position. All candidates must be eligible to work and live in the U.S. The School of Engineering Stanford Engineering has been at the forefront of innovation for nearly a century, creating pivotal technologies that have transformed the worlds of information technology, communications, health care, energy, business and beyond. Our faculty and students are creative risk-takers who pursue excellence across a breadth of disciplines. Our alumni include some of the world's most successful leaders in technology and business. Our staff are critical to enabling Stanford Engineering to accomplish its mission: seeking solutions to some of the world's most urgent challenges and educating leaders who will make the world a better place through the power of engineering principles, techniques and systems. The Stanford Engineering Center for Global and Online Education (CGOE), part of the School of Engineering (SoE) is seeking a highly motivated and team focused individual to join our Client Success and Engagement team, as a Client Success Manager. In this fast-paced environment, the successful candidate should have the ability to manage multiple programs, possess a strong attention to detail, thrive in a deadline driven environment, and possess exceptional communication and collaboration skills, including the ability to effectively and inclusively interact with people across cultures. The successful candidate will provide client and learner operational support for individually assigned Stanford Online graduate certificate programs. This role will create and maintain the Stanford Online graduate portfolio sales lead intake process and ensure a high satisfaction customer experience for assigned programs such as the School of Engineering graduate certificate programs. The emphasis of this role is on providing organized and effective program support in all areas of learner experience with the aim of providing faculty, staff and students with the highest professional support standards.

In this role, you will:

• Execute product/program plan definition and detailed rollout schedule, including collaboration with internal stakeholders.
• Collaborate with the marketing team to develop and execute a marketing plan, assessing and revising as necessary to meet goals.
• Implement conversion strategy to meet product/program goals.
• Deliver an experience that leads to high customer satisfaction and advocacy for the program.
• Conduct analysis and make recommendations regarding the direction of the program or product.
• Actively participates in efforts to improve processes, programs and business across the department.
• Secure, plan, and coordinate program support with external consultants, lecturers, and/or service providers.
• Provide learner/participant, client, faculty, and stakeholder communication, logistic, and technical support in all phases of program planning, implementation, and closeout.

Additional responsibilities include:

• As a program services manager, this role will be responsible for owning the graduate enrollment experience as well as information designed and communicated via web, program forms, chatbot and campaigns.
• Focus on interpreting and administering university policies and procedures regarding program applications, course advising, enrollment requirements, tuition payments and other academic support services.

This role will help coordinate the advancement of learner support processes and technology and will be required to engage, learn and actively collaborate within the School of Engineering.

This position is eligible for a hybrid work arrangement with a minimum of 3 days/week working at the Stanford main campus, subject to operational needs.

The expected range for this position is $97,298 - $124,375 per annum.