Client Services Manager

The purpose of this position is to collaboratively provide end-to-end client services management and sales support to the Client Development and Sales team (DCDs) and ELI’s client base. The incumbent will deliver exceptional service and build strong client relationships with a focus on supporting current opportunities and being alert regarding future opportunities. The incumbent in this position will handle duties related to sales operations, Salesforce data entries, training event coordination, client services support, LMS administration and sales reporting.

Essential Duties and Responsibilities:

Client Development Team Support

  • Assist the DCDs with monthly forecasting and monthly accounting reconciliation as needed.
  • Prepare and send marketing material and course content, as needed, including PowerPoint presentations, product & services collateral, links to blog posts, and other marketing materials.
  • Serve as a liaison between the DCDs and internal ELI departments such as Marketing, Accounting and Product Development; complete tasks on behalf of the DCD’s and clients, as needed.
  • Create, send, track, execute and archive contracts including Client License Agreements (CLA); Statements of Work for products & services (SOW); and Master Services Agreements (MSA’s)
  • Place orders for materials.
  • Assist with new CIC instructor onboarding & license transfers related to existing certified instructors.
  • Provide clients with information about our programs, deployment best practices and delivery methods.
  • Schedule weekly meetings with assigned DCDs regarding client nuances, requests, questions, issues and concerns. Promptly follow up as directed.
  • Provide sales administration support, as needed, to assigned Director(s) of Client Development (DCD) and Director of Client Services.
  • Document, track and log weekly reporting of all client activity and statuses. 

Client Account Management

  • Support the assignment of new clients to DCDs; collaborate with the Director of Client Services and Sr. VP of Sales.
  • Respond with a sense of urgency to the DCDs’ requests for client support. This includes but is not limited to: joint conference calls; follow-up phone calls and emails; reporting and documentation assistance; back-up support when the DCDs are not available.
  • Provide client relationship management support for assigned DCDs. Respond directly and indirectly to client requests. 
  • While engaging with clients who are assigned to DCDs, utilize the opportunity to upsell items such as additional licenses, and additional materials. 
  • Assist DCDs as directed with prospecting and new client development. This includes but is not limited to: researching prospective clients; supporting marketing campaigns; and assisting with prospecting events.
  • Proactively maintain positive relationships with assigned clients by uncovering clients’ needs and identifying ongoing sales opportunities. Offer value-added solutions that may be applicable to the client and complete the sales process.

Training Event Oversight and Coordination

  • Work with assigned DCDs and clients to obtain client training requests including but not limited to: facilitator requests, training needs, course type and title, dates, locations and times, and/or course customizations or modifications.
  • Collaborate with clients to gain all training event logistical information such as course attendees and correct training event onsite point of contact.
  • Prepare training event statements of work (SOW) and follow up with clients to ensure execution prior to training event.
  • Finalize CIP participant lists and required participant information.  
  • Utilize the training event request information to create a training event in Salesforce.
  • Assign appropriate facilitators and resources. Report and track ‘soft holds’ regarding facilitators; monitor the progression from ‘soft hold’ to ‘confirmation’.
  • Communicate and coordinate scheduling requests with the Sales Support Administrator.
  • Provide administrative and reporting support, as needed, to the VP, Training Services.

Sales Operations and Reporting

  • Create and utilize standard protocols, tools, procedures and reports to manage sales data.
  • Monitor client-hosted licenses and LTD utilization; request reports from clients on a regular basis per the specific client agreement.
  • Provide data input for the Master Tracker report based on client usage data each month including but not limited to: ELI-hosted LMS; client-hosted LMS; LTD sales reconciliation.
  • Manage client contracts by researching historical information; tracking SOW and CLA expiration dates; tracking key milestones listed in client agreements. 
  • Maintain the integrity of Salesforce by adding data from D&B Hoovers, updating contacts and removing erroneous data.
  • Assist with forecasting, pipeline and reconciliation between Salesforce and FinancialForce.
  • Create Sales Orders for all products and services for Accounting to generate invoice.
  • In collaboration with Accounting, support the invoicing process (eLearning, LTD, material order processing) by following up with clients regarding billing questions.
  • Participate in client development and sales team meetings.
  • Participate in client services team meetings.
  • Collaborate with the Sales Support Administrator.

Learning Management System

  • Provide course packages for client-hosted learning management systems.
  • Provide ongoing site-related support including but not limited to assigning, tracking, and reporting license usage for assigned e-learning clients.
  • Provide LMS site user documentation to clients. 
  • Serve as the initial point of contact for non-technical questions and administrator assistance.

Certified Instructor Community Oversight

  • Maintain ongoing relationships with certified instructors who are active with existing ELI clients.
  • Serve as point of contact for questions, concerns, and feedback.
  • Offer creative recommendations for delivering courses internally and reminders on leveraging the CIC portal.
  • Work closely and collaboratively with ELI’s contract certified trainers on events from scheduling, event confirmation and logistics through event completion reporting. 

Essential Duties and Responsibilities:

  • Participate in client services events (networking, executive briefings, etc.) as well as marketing and sales campaigns.
  • Minimal amount of travel may be required.
  • May participate and collaborate on special projects.
  • Complete other duties as assigned by management.
  • Cross-Trained to back up other CSMs and work within a flex team

Required Qualifications

  • A minimum of three (3) years of client services experience within an office environment.
  • Must possess applicable experience that clearly demonstrates an orientation and approach toward exceptional internal and external client services.
  • Bachelor’s degree preferred; four (4) years of relevant work experience or a combination of experience and an Associate’s degree are acceptable in lieu of a Bachelor’s degree.
  • MS Office proficiency (Email, Word, Excel, PowerPoint, Outlook, SharePoint, Web-based meetings).

Preferred Qualifications

  • Prior work experience in an educational or training environment
  • Inside sales or account management experience
  • Training event administration experience
  • Novice to intermediate knowledge of LMS platforms and online learning concepts
  • Familiarity with Dun & Bradstreet/Hoovers database
  • Proficient with cloud-based CRM systems, preferably Salesforce

Desired Competencies:

  • Demonstrated ability to provide superior client service and build long-lasting relationships
  • Sales aptitude
  • Accuracy and attention to detail
  • Self-starter who can take the appropriate initiative to drive results
  • Excellent verbal and written communication skills
  • Able to collaborate effectively and positively interact with all levels of the organization
  • Resourceful and open to new ideas
  • Strong sense of organization and time management skills
  • Ability to delegate, influence and complete work through others
  • Forward-thinker with ability to anticipate client and DCD needs

Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
  • Primarily works in an office environment with a desk, chair and quality lighting.
  • Frequently required to sit for extended periods of time, reach with hands, fingers and arms, as well as speak and hear clearly.
  • Occasionally required to stand, walk, climb or balance, stoop, kneel, crouch or crawl.
  • May infrequently lift and/or move up to 20 pounds.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception and ability to adjust focus.
  • The noise level in the work environment is usually low.

To Apply

If you believe that your experience is a great match for our opportunity, we encourage you to apply as soon as possible. To be considered, please submit a cover letter and resume to: Serious inquiries only…no walk-ins or recruiting agencies, please. ELI, Inc. is an Equal Opportunity Employer.

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