Description

Building and fostering collaborative and advisory relationships with our clients who are engaged in complex education and workforce development programs. This position will ensure SME and partner workforce programs are successful and develop a close, consultative relationship with our clients to help them achieve their programs goals, while highlighting how our services can help them meet those goals.

The Program Manager - WFD Programs will be tasked with providing clients with advice, resources, industry contacts and guidance to ensure that client needs are being met or exceeded by developing and recommending strategies and processes to deliver optimal results and impact. This position will mobilize best practices and innovatively design comprehensive plans that aim to address the workforce pipeline challenges and needs. Working cross-departmentally within the SME organization to recommend and provide products and services that address key deliverables that drive local and national workforce solutions will be a key aspect of the role.

The Program Manager will provide a consistently high level of strategic service to a constituent through a dedicated central point of contact and problem resolution.

The Program Manager will be at the intersection of external and internal communications and must be constantly strategizing program success. In addition, this role will have the responsibility for managing their own programs and initiatives from inception through completion.

MAJOR FUNCTIONS:

• Serve as part of a team working with senior industry and education leaders on designing programs, proposing solutions and integral part of pre and post sales
• Develop relationships with all key stakeholders among partners and clients resulting in program adoption and expansion
• Lead highly complex projects and collaborate with internal and external stakeholders to realize desired outcomes during the program lifecycle
• Possess expert knowledge and abilities, as solutions architect, to create evaluation techniques and metrics that ensure proper evaluation of program outcomes
• Demonstrable experience in negotiation and goal/objective setting to meet quotas/objectives for program adoption and viability
• Conduct program performance evaluation using key metrics created with partners and clients to ensure they are progressing and meeting key program milestones and are satisfied with results
• Use collected program data to identify national trends and/or barriers that would help/hinder program expansion/distribution and prepare mitigation recommendations
• Builds an in-depth understanding of the client's organization, industry, business priorities and culture and utilizes this data for program enhancements, net new program opportunities and thought leadership at the national level
• Owns and drives consistent and positive client engagements, project managing the complete engagement cycle.
• Keep clients updated on the program's progress, predictions, and potential issues through scheduled correspondence and monthly/quarterly reports
• Strategize with senior leadership using program insights across multiple clients and partners on how SME can better support the industry through program modifications, suggested new products and services as well as suggested new partners
• Collaborate with internal teams to address clients' needs and requests, employing a proactive and innovative approach to client retention
• Partner with internal teams to prepare for and conduct regular client relationship reviews:
  • Product awareness / optimization / utilization
  • Introduces new tools / enhances processes
• Other duties as assigned

Requirements

MINIMUM EDUCATION, SKILLS, EXPERIENCE REQUIRED:

• Bachelor's degree in marketing, Business Administration, or a related field with master's degree preferred
• At least 7 years of client management and/or program experience in education or workforce development
• Proficiency in Microsoft Office Suite and experience with CRM platforms - Salesforce a plus
• Client-centric approach and the ability to cultivate strong positive relationships with client and partner contacts
• Exceptional communication and negotiation skills, with the ability to present ideas in a clear and concise manner that fosters the building of long-term relationships
• Aptitude for critical thinking and solving problems, solutioning and presenting net new creative ideas that drive program improvements and overall SME value to the market
• Strong leadership skills and the ability to efficiently work with cross-functional teams
• Experience with tracking client satisfaction and other relevant KPIs

KEY COMPETENCIES:

Core Competencies:

• Communication and Collaboration
• Relationship Management • Professionalism and Integrity
• Critical Thinking and Decision-Making
• Execution
• Initiative, Leadership, and Development

Job Specific Competencies:

• Client and Partner Engagement Strategy
• Program Design and Implementation
• Project Leadership and Delivery
• Data-Driven Evaluation and Insight
• Innovation, Adaptability and Continuous Improvement
• Business and Industry Acumen
• Consultative Influence
• Cross-Functional Integration

WORKING CONDITIONS:

• Normal office environment
• Regular, in-person attendance required
• Primary office location: Southfield, MI
• Travel required 20-25%