Scheduled Hours
37.5
Position Summary
The Client Relationship Specialist for the Technology & Leadership Center (TLCenter) in the James McKelvey School of Engineering is responsible for day-to-day partnership engagement and business development. This position will manage the customized training project process, as well as provide support for promotions and sales. TLCenter provides non-credit training programs to area businesses. The position is responsible for scoping training projects in collaboration with clients, vendors, and stakeholders to define learning objectives and key evaluation metrics based on established protocols, which requires the use of independent judgment and critical thinking. The ideal candidate for this position has a background in Workforce Education Instructional Design and sales.
Job Description
Primary Duties & Responsibilities
- Project Scoping and Program Creation: Receives training request from Client Relationship Manager and work with customer lead, customer Subject Matter Expert (SME), internal SME, and involved stakeholders to define business needs, performance outcomes, knowledge needs, and user preferences. Uses these criterion to create Learning objectives and measurable KPIs for new training program creation or existing matching programs.
- Inside sales support: Provides high quality customer service to TL Center clients. Responsible for management of Tier 3 client relationships, including handling inquiries, and ensuring repeat sales. Assists Client Relationship Manager with management of Tier 1 and Tier 2 client relationships.
- Identifies clients at risk and take corrective action when needed. Facilitates successful onboarding of new clients. Responsible for the execution of repeat contract training programs, including contract preparation, logistics, program evaluation and coordination with instructors. Creates and maintains product sheets.
- Customer relationship management: Responsible for research of existing and prospective customer base. Responsible for identifying marketing qualified leads and determining when to move leads to sales qualified leads and refer to Client Relationship Manager.
- Recording and tracking: Develops effective processes for data collection and management of CRM including data entry, reporting, dashboards, and overall operations.
- Events: Travels to on and off-campus locations including conferences and events as needed.
- Performs other duties as assigned.
Working Conditions
- Work is performed in a standard office environment on the Danforth Campus.
- Meetings with customers, training partners and third party vendors may occasionally take place at other locations.
- Periodic travel within the St. Louis metropolitan area and outside the St. Louis metropolitan area to support events.
- Occasionally events occur outside of traditional work hours.
- Average workweek is 37.5 hours. Hours may vary to provide coverage for events and classes.
- Ability to set up and break down training rooms, including moving tables and chairs, and setting up equipment to create an inviting learning environment. Physical ability would include being able to lift/move at least 25 lbs.
Preferred Qualifications
- Five years of related experience.
- CRM experience.
- Customer service and/or sales experience.
- Training & Development background, including experience as an Instructional Designer.
- Strong client focus.
- Excellent written and verbal communication skills.
- Proficient in Microsoft Office products.
- Adaptable to learning new systems.
- Strong time-management and organizational skills.
- High attention to detail.
- Self-motivated with ability to work independently.
- Effective problem-solving skills.
- Customer service oriented attitude.
- Strong ability to influence.
Required Qualifications
Bachelor degree and two years of experience or equivalent education/experience to equal six years.
Grade
G10
Salary Range
$47,300.00 - $78,200.00 / Annually
The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.
Accommodation
If you are unable to use our online application system and would like an accommodation, please email [email protected] or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.
Pre-Employment Screening
All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.
Benefits Statement
Washington University in St. Louis is committed to providing a comprehensive and competitive benefits package to our employees. Benefits eligibility is subject to employment status, full-time equivalent (FTE) workload, and weekly standard hours. Please visit our website at https://hr.wustl.edu/benefits/ to view a summary of benefits.
EEO/AA Statement
Washington University in St. Louis is committed to the principles and practices of equal employment opportunity and especially encourages applications by those from underrepresented groups. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.
Diversity Statement
Washington University is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment – fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.
Applicant Instructions
When you are ready to apply, creating an account only takes a minute. Your account creates a candidate home page which we will use to communicate with you and allows you to apply for jobs and view your application statuses. The first page of the application offers two “Quick Apply” options. Quick Apply allows you to either use a previous application or create a new application using a resume to populate the work experience and education sections of your job application. If using a resume to populate your application, check to ensure the application fields populated accurately. You may skip the “Quick Apply” page by clicking “Next” at the bottom of the page. Documents may be uploaded in the My Experience section of the application. You also have the option to apply with a LinkedIn feature, which allows you to apply by using your LinkedIn profile to populate some of the job application fields.
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