Enterprise Client Operations Manager

Summary 

The Enterprise Client Operations Manager is responsible for leading our Enterprise Services team supporting clients with Prosci training, license, and subscription services.   In this role you are responsible for ensuring enterprise clients receive value far exceeding their investment, with strong engagement across our enterprise client lifecycle.   This team is responsible for onboarding clients, managing logistics and training support, and enabling successful renewal of Prosci services.   

Ideally, this person will be in the Fort Collins, CO area as a hybrid role, however, we are open to considering a remote candidate who is willing to travel to the Fort Collins headquarters approximately once per month. Given the experience of selected candidate, we may be able to flex on a less frequent cadence for coming into the office.
 
What you will do:  

• Lead Enterprise service team and manage relationships with a variety of clients across various business functions ensuring they are successful in the utilization of their Prosci services, resulting in retention, and growth. 
• Collaborate with internal Prosci partners to overcome obstacles and maximize the value.  
• Conduct regular reviews of client satisfaction by looking into performance and key client engagement metrics. 
• This position is responsible for daily service delivery operations, team management, overall customer satisfaction, and alignment to Enterprise Service delivery processes. 

Scope & Responsibilities 

• Drive Enterprise client lifecycle experience and metrics from onboarding to renewal for license clients, and operational leadership for client training events. 
• Standardize client lifecycle processes including operational improvements and best practices. 
• Troubleshoot and resolve all client escalations and situations to successful resolution. 
• Manage direct reports, including Sr Enterprise Training Coordinators and Account Success Coordinators through continuous learning, transparent feedback, and strong talent development. 
• Balance workloads, ensure coverage, and enable business development.  
• Guide your team members in addressing a client’s risk management needs through consultative conversations.  
• Conduct periodic audits to ensure compliance standards and service levels are met. 

Requirements

Competencies, Skills & Qualifications 

Competencies   

• Collaborates: Gains trust and support of others. Works cooperatively with others across the organization to achieve shared objectives.  
• Customer Focus: Serves as a strategic partner to build, grow, and maintain profitable and long-lasting relationships with key accounts. Anticipates customer needs, probe on value delivery, and provides services that are beyond customer expectations.  
• Communicates Effectively: Actively listens and checks for understanding. Adjusts communication content and style to meet the needs of diverse stakeholders and able to lead conversations with senior-level clients at large organizations.    

• Cultivates Innovation: Continually assesses the market potential of an innovative idea or solution. Moves beyond traditional ways of doing things; pushes past the status quo. Finds and champions the best creative ideas and actively moves them into implementation. 
• Directs Work: Monitors progress by maintaining dialogue on work and results. Provides clear direction and accountability. Intervenes as needed to remove obstacles. 

Technical/Functional Skills 

• Proficiency working within CRM technologies (SalesForce), Microsoft 365 (Outlook, Excel, PowerPoint, Word, Prosci tools, knowledge of virtual meeting platforms); or managerial (e.g., global team leadership, P&L line leader).  

Qualifications 

• Bachelor’s degree in related field.  
• 5+ years of experience managing associates and/or service team overseeing 5-8 people 
• Minimum of 3+ years of experience in Enterprise relationship building & or customer retention and operational management. 
• Ability to build business relationships and interact effectively with executives. 
• Driven by client satisfaction, with proven track record of diplomacy and ownership. 
• Strong integrity, solid business ethics and able to maintain an overall professional appearance and attitude. 

Additional Information 

Travel Requirements: This role requires travel to the Fort Collins office once per month.

Work Location: Hybrid or remote

Base Compensation: $96,800 - $121,000 is the projected range of annual base salary for this role depending on the candidate’s overall qualifications and experience. You may also be eligible to receive bonus and benefits. 

At Prosci, you’ll find more than a job.  Here, you can be you, contribute to meaningful work in the world, enhance your overall wellness, co-create your professional experience, find your flow, and learn and grow. Our global team is rich in experiences and passion for helping our clients create change success.  

We offer a motivating total compensation package, inclusive of our Prosci Bonus Incentive Program and comprehensive wellness benefits, including generous paid time off, holidays and volunteer time, medical, dental, vision, long-term and short-term disability programs, life insurance, a 401k matching program, LinkedIn Learning access, and multiple employee-led interest and resource groups.  

We hope you're interested in making a difference with us. Even if you don't feel that you meet every requirement listed in this job description, we still encourage you to apply.  

Prosci is an equal opportunity employer that is committed to inclusion and diversity.  Employment opportunities at Prosci are available to all applicants, without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. You can learn more about our efforts to build a more inclusive, equitable and diverse organization: https://www.prosci.com/about/dei. 

If you require assistance due to a disability applying for open positions, please submit a request to: [email protected]. 

About Prosci

Founded in 1994, Prosci is a global leader in change management and the provider of choice for 80% of Fortune 100 companies. Prosci combines scientific research with the people side of change to deliver results-focused solutions that enable clients to achieve change outcomes and grow organizational change capability. Prosci maintains the industry’s largest body of change management research—the basis for the company’s tools, methodologies, advisory services, and role-based development programs. To date, Prosci has certified over 100,000 change management practitioners worldwide.

The company is headquartered in Fort Collins, Colorado, with offices in Australia/New Zealand, Canada, Europe, and Latin America, plus more than 30 certified Prosci Partners around the globe. Prosci is continually expanding directly and through its global partner network to ensure change success for clients no matter where they are located.  Check out our website for more about our team and approach:  https://www.prosci.com/about. 

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Wellness Resources