Client Management - Lead

Job Description:

About ETS:

For more than 75 years, we have amplified products and services based rigorous research and our belief in the power of learning. Driven by our mission to advance quality and equity in education, ETS provides learning solutions, pioneering research and trusted assessments that help guide learners around the world on their path to new possibilities.

Our portfolio of trusted measures include TOEFL, TOEIC, GRE and Praxis. Along with research, development and innovation that explores new frontiers in learning and measurement our educational measurement solutions and research contribute to the development of new methods and tools, inform important dialogue with education policymakers, and shed light on critical issues and potential solutions - all with the aim of creating a world where all learners can improve their lives through education.

With new senior leadership at the helm, ETS aims to continue changing the lives of all learners as we expand our organization's global footprint. Our goal is to remain at the forefront of assessment and measurement efficacy within the education and ed tech space as it continues to grow and evolve.

Position Summary

The Client Management Lead acts as an Account Manager and provides key client contact on higher revenue/higher risk contracts. In the case of very large contracts, this role serves as the key client contact for an end-to-end process associated with contract and is accountable for strategic interfaces with the client.

Responsibilities

Client Relationship Management

• Ensure effective resolution of all customer escalated issues
• Establish clear and realistic agreements with client in regard to contract scope, schedules, deliverables
• Ensure consistent one voice of ETS communication to client
  
  

Contract Mgmt./Change Requests

• Effectively renegotiates change requests
  
  

Business Development

• Educate ETS (Product Management and FCEs) on future capabilities required by client
  
  

Financial Management

• Contribute to RFP (Request for Proposal) process
• Negotiate to minimize negative financial impact of change requests on margins.
  
  

Adhere to ethical standards and comply with the laws and regulations applicable to your job function.

Required Experience:

Education

• Bachelors degree required.
• Advanced degree in Education, Education Measurement, Product Content or a relevant combination of education and experience is preferred.
  
  

Relevant Years of Experience Required:

• 6+ years of experience in Account Management in Publishing, Education related fields, Sales & Marketing, Business Development.
  
  

ETS believes in a Total Rewards philosophy for our employees, and they include:

• Health, Vision, Dental insurance plans to choose from
• Generous continuous learning support, from individual learning grants to up to 6 classes a year for tuition reimbursement as well as on-line learning access!
• Generous PTO and vacation time to balance your work and life
• Additional 8 hours of PTO for volunteer work
• Retirement plan (401(a)) and traditional Roth (403b) with company contribution
• Commuter Benefits, Pet Insurance, 1 year subscription to Calm App
  
  

ETS is mission driven and action oriented

• Diversity, equity, inclusion, and belonging is at the forefront of the ETS employee's daily work. To further foster an inclusive environment ETS is home to a wide variety of Affinity groups that celebrate the diversity of our talented employees.
• How about cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders? ETS offers multiple Business Resource Groups (BRG) for you!
• Are you passionate about volunteering and being active in your career and community? ETS offers our Center for Advocacy & Philanthropy (CAAP) where we encourage ETS employees to become active volunteers in their communities and schools through the ETS Cares Giving Campaign. Our employees can support any 501c3 or eligible charity of their choice.
  
  

ETS is an Equal Opportunity Employer comprised of people with different experiences, strengths, and backgrounds who share a passion for advancing quality and equity in education. We are dedicated to building teams that reflect the various backgrounds, experiences, and identities of those we serve. The Talent Acquisition team strives to ensure candidates enjoy a fair and equitable hiring process. We believe our differences empower us to be a better team, making better decisions and delivering better results.

Keyword: Account Management in Publishing, Education related fields, Sales & Marketing, Business Development.