Manager Professional Services
Full Time
Saranac Lake, NY 12983
Posted
Job description
Overview:
The Manager of Professional Services is responsible for the successful delivery of open enrollment public seminars and management of client engagements—on a global basis. Responsibilities:
American Management Association (AMA) is a global leader in professional development and training. Founded in 1923, AMA supports the goals of individuals and organizations through a complete range of products and services, including classroom and virtual seminars, webcasts, webinars, corporate and government solutions, and research. Organizations worldwide, including the majority of the Fortune 500, turn to AMA as their trusted partner in professional development.
The Manager of Professional Services is responsible for the successful delivery of open enrollment public seminars and management of client engagements—on a global basis.
- Provide excellent service to clients by assuring all materials and logistics are identified, shipped and delivered in order to meet client expectations.
- Research and respond to faculty related matters, including faculty selection for onsite deliveries, both domestic and international, travel and expense related communication, approve faculty audits, onsite and content orientation as needed.
- Manage coordination of train-the-trainer for new programs for both public and onsite.
- Maintain strong interpersonal relationships with Sales, Product Development and other internal support groups, faculty, vendors and customers.
- Assure pricing guidelines are followed and/or appropriate approvals are in place for any deviation.
- Coordinate prompt payment to vendors through faculty reimbursement and purchase requisition processes.
- Coordinate with Marketing to secure faculty for public sessions, provide emergency replacements and expand faculty portfolios to support sessions.
- Enforce and address contractual agreements are in place with clients and faculty.
- Responsible for assuring proper documentation is in place for international deliveries – visas, work permits, letters, passports, border letters, etc, as necessary.
- Produce and deliver monthly and quarterly reports as needed.
- Initiate internal customer meetings to discuss service levels and generate customer satisfaction.
- Work with functional teams to deliver service in accordance with defined service levels.
- Foster direct reports to learn, develop and adapt to a constantly changing work environment.
- Gain operational efficiencies by streamlining and automating processes, reducing redundancies and unneeded process steps.
- Ensure audit and accounting processes are followed.
- Forecast operational needs based on past/future trending.
- Provide daily guidance and direction to team members.
- Ensure the creation and update of departmental procedures.
- Responsible for various onsite system administration, training and maintenance of faculty website for onsite needs.
- Work with IT to expand, enhance and replace systems used for public and onsite sessions.
- Other duties as assigned.
BA/BS or five years business experience required, preferable in educational environment.- 3+ years Management/Supervisory experience required
- 5+ years Project Management experience required
- Excellent communication and interpersonal skills.
- Strong analytical skills and problem solver.
- Self-motivation and ability to use independent judgment, persistence, organization and customer service skills.
- Strong time management and planning abilities.
- Detail oriented, high accuracy, multi-taking abilities.
- Proficient in MS Office, Outlook and other proprietary software.
- Travel in accordance with business need
An EEO/AA Employer, M/F/Individuals with Disabilities/Veterans - an ADA compliance organization
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