Client Solutions Manager at Educational… · Milwaukee

Description

About ECE

Celebrating over 40 years of success, ECE is one of the most well-known and respected names in comparative international education. Our main product, an educational credential evaluation, is a report used by counselors, recruiters, registrars, and admissions officers in the U.S. and elsewhere to determine how the academic history of a foreign-educated individual matches up to American grading scales and standards. As the demand for talented professionals has increased around the world, hiring managers have increasingly relied on the expertise of ECE to review the credentials of employees. ECE is a medium-sized nonprofit organization with just over 100 employees.  

Summary: Manages a sales territory as a trusted representative for one of the most highly regarded organizations supporting international education today. Cultivates business opportunities and generates relationships with ECE’s primary and secondary markets: higher education institutions in the U.S. and Canada, healthcare organizations, employers (corporations, staffing companies, background check organizations), professional associations, and international educational consultants/agents. Collaborates on a creative, dynamic marketing team supporting a mission-driven, service-obsessed, tech-powered nonprofit organization. 

Essential Duties and Responsibilities

This position entails an 80/20 split between time spent on direct sales, marketing, and outward-facing communication (80%) and more internal-facing support, including research and special projects as assigned (20%). 

Sales

Develops new business relationships by generating leads through various channels and transitioning them into customers by finding solutions to their problems.

Develops a business pipeline by identifying appropriate contacts with prospective client organizations.  Initiates outreach with “warm” sales calls and emails in a thoughtful, organized way. Tracks follow-up and adjusts outreach as needed. Responds to rejection with poise, consistent with ECE’s brand as a trusted, collegial partner.  

Drives revenue initiatives. Demonstrates an outstanding knowledge of all ECE products and services. Identifies prospects’ needs and explains ECE's value propositions relevant to those needs. 

Contributes to continuous improvement efforts to optimize the sales function. Works with team members to develop new sales tools and make recommendations for ongoing enhancements. 

Collaborates with Marketing team to establish effective go-to-market strategies to strengthen existing markets and open new ones.  

Completes and coordinates Requests for Proposals (RFP) or Requests for Quotes (RFQ) from institutions and organizations within assigned territory.  

Client Relations

Nurtures relationships within a sales territory consisting of several regions as defined by NAFSA: Association of International Educators, provinces in Canada, and internationally. Works to become a recognized, trusted figure within that territory.

Creates a positive working relationship for both newly acquired and established clients by anticipating and responding promptly to client needs.

Asks insightful questions of clients to determine their unique needs relative to their industry. Based on a detailed understanding of ECE products and capabilities, suggests creative solutions to those needs. 

Works closely with Institution Support team to service accounts. 

Brand Promotion

Supports the established company image and reputation in the field. Represents ECE at conferences for business development purposes. 

Research

Utilizes market intelligence (primary and secondary) to identify new business opportunities/targets and measures results against goals.

Provides feedback to ECE about market trends, competitive threats, unmet needs, and opportunities to deliver greater value to customers by extending company offerings.

Technology

Works with customer relations management (CRM) system, (HubSpot), to manage sales activities by maintaining an active record of client touch points and follow-ups to ensure deadlines are met, new business is cultivated, and internal stakeholders are informed.

Participates in other projects and initiatives and assists with other duties of the Marketing and Client Services team.

Requirements

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Communication 

Communication - Writes clearly, informatively, without error, and ensures ECE’s style is represented in all communication, speaks clearly and persuasively, listens, and gets clarification, responds well to questions, demonstrates presentation skills, demonstrates attention to detail and ensures that all communication adheres to ECE brand standards, provides excellent customer service. 

Relationship Focus  

Relationship Focus - Approaches others in a tactful manner, builds strong relationships, is flexible/adaptable, solicits and applies feedback, responds promptly to customer needs, shows respect and sensitivity for cultural differences, responds to requests within one business day, collaborates with internal departments. 

Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration; Accepts responsibility for own actions. 

Delivers Results 

Delivers Results - Demonstrates accuracy and thoroughness, meets productivity standards and goals, completes work on time and within budget, develops, prioritizes, and plans work activities, demonstrates organization and project management skills. 

Time Management – Prioritizes and plans work activities; Uses time efficiently; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events. 

Functional Expertise 

Functional Expertise - Assesses own strengths and weaknesses, pursues training and development opportunities, strives to continuously build knowledge and skills through professional development opportunities, and shares expertise with others. 

Business Acumen - Understands business implications of decisions, demonstrates knowledge of market and competition, aligns work with strategic goals, presents numerical data effectively, collects and researches data, uses intuition and experience to complement data. 

Organizational Focus 

Organizational Focus and Responsibility - Follows policies and procedures, supports organization's goals and values, identifies external threats and opportunities to the company. 

Commitment & Responsibility - Keeps commitments, arrives at meeting and appointments on time, ensures work responsibilities are covered when absent, works independently or collaboratively depending on the situation, manages competing priorities. 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience 

A bachelor's degree in business, marketing, communication, or similar area recommended, and a minimum of 3 years of experience in a client or customer-facing or sales role such as recruitment or admissions, preferably in the higher education or the credential evaluation industry.  

Professional Experience

3-5 years of experience in ECE’s key market of international college admissions or similar experience is a plus. 

Experience in (or strong knowledge of) one of ECE’s secondary markets (human resources/staffing, employers/licensure bodies, Canadian higher education, study abroad, education agents) is highly desired.

Experience in writing proposals is desirable, as is experience coordinating with technical implementation or account management teams.

Experience researching and opening new markets using a targeted approach is preferred. 

Computer Skills 

This role requires proficiency with technologies including but not limited to the full Microsoft suite- including Teams, Outlook, Word, PowerPoint, Excel, and OneDrive. Experience with organizational operations systems and a willingness to learn ECE's systems is necessary.

Experience with CRM products (HubSpot) is a plus. 

Foreign Language Skills

No foreign language skills are required for this position, however, experience supporting an organization with a global scope is ideal. ECE serves individuals, institutions, and other key stakeholders from all over the world.

Mathematical Skills 

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate figures and amounts such as proportions and percentages.  

Supervisory Responsibilities                      

This position has no supervisory responsibilities and reports to the Director of Client Services. 

What does ECE offer? 

 We consider skills, experience, and organizational needs when determining compensation. The stated range is an estimate and may be adjusted based on these factors, with most new hires typically starting below the top of the range. The current pay range for this role is $59,250 to $70,954 annually. 

We believe balancing personal life and work life leads to engaged, productive, and satisfied employees. Many positions include flexible scheduling and remote work options.  

Our benefits package includes: 

• Employer-sponsored life insurance  
• A generous 403(b) retirement plan contribution match  
• Health, dental, and vision coverage  
• Flexible spending accounts 
• Additional voluntary insurance options  

We also provide:  

• Eleven paid holidays annually  
• Generous paid time off and medical time 
• Opportunities for professional development through internal and external training 

ECE is a qualifying employer for the Public Service Loan Forgiveness program.  

Work Location

This is a remote position with the flexibility to work onsite or in a hybrid arrangement, if preferred. ECE’s office is located in Milwaukee, Wisconsin. Preference is given to candidates based in Wisconsin. Please note, ECE cannot currently hire candidates living in the following states: California, Colorado, Connecticut, Maryland, Massachusetts, New York, New Jersey, Oregon, Rhode Island, Washington and Washington D.C. 

This position may include some state, national, and international travel to attend and actively engage in professional conferences, ECE training programs, and other activities. This may include overnight stays.  

Physical Demands & Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit. The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms, and talk or hear. The employee is occasionally required to stand; climb or balance; stoop, kneel, crouch. The employee may occasionally need to lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.