Senior Program Manager, Client Success

Job Description Summary

Are you detail-oriented with client management experience with a desire to build new offerings to inspire others in their professional development? Do you want to work within a growing team? Does education and learning excite you? If you answered yes, this position may be for you!
Reporting to the Executive Director, Strategy and Innovation Corporate and Industry Development, the Client Success, Program Manager is responsible for all aspects of the delivery of premier executive education programs catering to mid-level and senior-level executives of multinational organizations. Specifically responsible for working with clients, faculty, and the business development team; supporting staff to successfully implement program delivery both at Bentley, at offsite locations and online; and responsibility for key account management. The Program Manager should be comfortable navigating ambiguity and tracking results and impact within a growing team. Successful members of our team are highly collaborative, detail-oriented with ability to be flexible, have proven project management skills with strong communication skills including working within diverse teams, a consultative approach to client engagement, and are data-driven.

Essential Duties:    

• Collaborate with Business Development, Department Faculty Chairs, Strategy and Innovation Division, and centers on campus (Center for Women and Business, Health Thought Leadership Network, Center for Analytics and Data Science, Center for Integration of Science, Badavas Center, etc.) to support program offerings that meet client’s needs.  
• Working with a growing Business Development team, act as one of the key points of contact with client, including responsibility for client satisfaction and retention. This also includes focusing on high-quality client service to build and strengthen relationships and maximize future collaborations, as well as attending receptions and dinners with clients as appropriate.   
• Coordinate program materials which may include oversee the shipping of materials if needed, and assist clients, participants, faculty members, and external speakers. Coordinate details for dinners, receptions, and classrooms.   
• Develop pre and post event surveys and track results and metrics to ensure success of program. Recommend future programming based on outcomes.   
• Communicate with prospective and existing clients (including participants) about program logistics, assignments, and pre-work. Ensure clear communication and preparation among faculty regarding logistics.  
• Manage a portfolio of programs that requires handling deadlines and multiple programs simultaneously, over time.   
• Execute and implement programs delivered face-to-face and online, and ensure an in-depth understanding of client needs and demands.  This includes managing tech support staff during programs. 
• Generate and manage contracts and agreements for Bentley faculty and speakers with legal and procurement.   
• Forecast and track client account metrics. Balance meeting client goals while meeting growing executive education objectives and goals.   
• Maintain program calendar and relevant databases for assigned programs. Assist with special projects related to client success and program delivery. Assumes additional responsibilities as required.  
• Support Strategy and Innovation team on ad hoc projects, as needed.  

     

Minimum Requirements:    

• Bachelor’s Degree. 
• Minimum of 5 years of similar program management experience.    
• Experience with CRM’s, Qualtrics, and Zoom preferred.  
• Alignment with Bentley values and interests especially regarding a commitment to promoting diversity, equity, inclusion and belonging.  
• Client and team management experience . 
• Ability to support and develop content quickly and with attention to detail.   
• Excellent organizational, communication, teamwork and project management skills required.  
• Demonstrated strong corporate client service skills.   
• Occasional early morning or evening work due to program scheduling.   
• Experience selling / upselling intangible/conceptual products with long sales cycle, a plus.  
• Deep experience in consultative sales and the ability to lead need analysis and provide feedback and leadership in defining client needs, a plus.  
• Financially literate in understanding pricing models and hurdles for profitability, a plus . 
• Strong research and strategic analysis skills, a plus . 

    

Work Environment   

• Typical office setting with extensive computer use.  
• Ability to travel around campus for work related duties and meetings  
• Occasional evening and weekend work is required.
• Please see the university’s Flexible Work Arrangements policy to learn more about Bentley’s workplace flexibility- https://www.bentley.edu/offices/human-resources/workplace-flexibility

Bentley University requires references checks and may conduct other pre-employment screening.

DIVERSITY STATEMENT

Bentley University strives to create a campus community that welcomes the exchange of ideas, and fosters a culture that values differences and views them as a strength in our community.

Bentley University is an Equal Opportunity Employer, building strength through diversity. The University is committed to building a community of talented students, faculty and staff who reflect the diversity of global business. We strongly encourage applications from persons from underrepresented groups, individuals with disabilities, covered veterans and those with diverse experiences and backgrounds.