Role Overview – Client Service Manager
As a Client Service Manager (CSM) at TTS, you will be responsible for the longevity and revenue growth of strategic partnerships. You will act as the primary liaison between clients and internal teams, ensuring the successful design, customization, and execution of training programs that meet client needs. This role requires a blend of relationship management, project coordination, and strategic thinking to drive long-term client satisfaction and business growth. This individual will be a great partner to the business development team, educators and clients.
Key Responsibilities
Client Relationship & Stakeholder Management
- Build and maintain trusted relationships with key stakeholders across existing TTS partnerships.
- Serve as the main point of contact for client communications, ensuring a seamless and positive experience.
- Lead renewal conversations and identify opportunities for revenue growth within existing accounts.
- Highlight programming proactively that we believe to be relevant to clients
- Ensure that RMs and SMEs are aware of and incorporated into proactive engagement to ensure alignment
- Collect feedback to further TTS’s content development and relevancy
Program Design & Execution
- Collaborate with internal teams and clients to design tailored training curricula aligned with client goals.
- Ensure smooth execution of both in-person and virtual training programs, managing logistics and delivery.
- Provide ongoing support to clients to ensure program success and satisfaction.
Cross-Functional Collaboration
- Partner with Learning & Development, HR, Recruiting, Finance, and Universities to align on program goals and execution.
- Work closely with instructors, LMS teams, Accounting, and others to ensure seamless delivery and client experience.
Operational & Project Management
- Oversee onboarding and transition of new clients from Business Development to CSM team.
- Support contract and proposal development, ensuring alignment with client expectations and internal capabilities.
- Maintain and optimize internal systems (e.g., Salesforce, SharePoint) to track client engagement and program performance.
Success Metrics
- Client retention and renewal rates
- Revenue growth within existing partnerships
- Client satisfaction and feedback scores
- On-time and profitable program delivery
- Performance to revenue targets
Salary Target Rage: $60,000 - $80,000 per annum