Client Success Manager

SLAC; Palo Alto (CA); Hybrid; USD 97,000 - 124,000; Full time

Benefits offered by this job

Hybrid work options

Tuition and training support

Health benefits

Job summary

Stanford University’s School of Engineering CGOE is seeking a Client Success Manager to support the Stanford Online graduate certificate programs. You will manage the graduate portfolio lead intake, ensure high satisfaction, and coordinate with faculty, staff, and external consultants.

This role offers a hybrid work arrangement with a minimum of 3 days on Stanford’s main campus, and a salary range of $97,298–$124,375 per year plus benefits.

Qualifications

• Bachelor’s degree in a relevant field; 3+ years of related experience preferred.
• Experience managing products/programs and coordinating cross-functional teams.
• Strong written and oral communication; ability to engage across cultures.

Responsibilities

• Define product/program plans and rollout with stakeholders.
• Collaborate with marketing to execute plans and meet goals.
• Implement strategies to meet enrollment/conversion targets.
• Deliver high-quality learner support and customer satisfaction.
• Coordinate with external vendors and internal teams on programs.
• Oversee enrollment experience and program communications.

Skills

Product management

Multi-project management

Marketing knowledge

Communication

Independent work

Lifecycle understanding

Education

Bachelor’s degree

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.

Responsibilities

Core Duties

Execute product/ program plan definition, and detailed rolloutschedule, including collaboration with internal stakeholders.

Collaborate with marketing team to develop and execute amarketing plan, assessing, and revising as necessary to meetgoals.

Implement conversion strategy to meet product/programgoals.

Deliver an experience that leads to high customer satisfactionand advocacy for the program.

Conduct analysis and make recommendations regarding the directionof the program or product.

Actively participates in efforts to improve processes, programsand business across the department.

Coordinate with vendors and consultants on specificprograms.

Bachelor’s degree and three years of relevant experience or acombination of education and relevant experience.

Knowledge, Skills and Abilities

Experience with managing products/programs.

Demonstrated ability to manage multiple projectssimultaneously.

Knowledge of various marketing elements (e.g. pricing, audience,channels, communication).

Ability to work independently to meet expected deadlines andschedules.

Demonstrated ability to understand the target audience lifecycleand ability to convert leads into new business.

Excellent written and oral communication skills.

• Pay Range $87,712-$163,729
• Pay Frequency Annually
• Full time or Part time Full Time
• Regular or Temporary Regular

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Benefits that support you, and your future

18+ PTO days per year

Health benefits start when you start

Flexible work options

$6000+ annual tuition and training assistance

403(b) plan

Mental health and wellness programs

Free and discounted commuter transportation

Applies to regular full-time positions.

Notice to Applicants

The job duties listed are typical examples of work performed by positions in this job classifications and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned. Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of their job. Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Stanford University provides job pay ranges representing its good faith estimate of what the university reasonably expects to pay for a particular job. The specific pay offered to a selected candidate will be determined based on a wide range of factors that are unique to each candidate, including but not limited to geographic work location, relevant knowledge, skills and abilities, relevant education, years of relevant experience, depth and breadth of relevant experience, and performance; further including but not limited to other business and organization needs such as the scope and responsibilities of the position, the minimum qualifications, departmental budget availability, and market and internal equity across the university, school/ unit, department, as well as job reporting relationships. hips.

Why work at Stanford

World-changing work in a culture of continuous learning

An inspiring community that values collaboration

High-quality health and wellness benefits that put you and your family first

Access to world-class education and career development, with tuition reimbursement, training assistance, and more