Client Director Thunderbird School of Global Management -
Glendale, AZ
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The Client Director is the key link between Thunderbird Executive Education client teams and their clients. Client directors serve as their team’s key peg points for managing client relationships, from preserving existing business with clients to ensuring that all programs meet or exceed expectations, to managing the bid sheet process. Incumbents must be fully versed in assisting Managing Directors in building new business with current clients and in identifying and winning new accounts, as well as in the diagnostic and design phases of developing an engagement. A client director’s overall goal is to create credibility, build strong, lasting client relationships, earn the client’s trust through flawless delivery, and close or build business.
PRIMARY DUTIES AND RESPONSIBILITIES
New Business Development and Client Management
Support Managing Director in developing the strategy to grow business relationships with existing clients.
Support Managing Director in developing strategy for building new business.
Be an integral part of the implementation of the strategic plan.
Work with Managing Director to ensure that team meets/exceeds revenue and margin goals.
Monitor and report on market and competitor activities and provide relevant reports and feedback to team.
Participate in key activities that expose Thunderbird to new client opportunities and bring to fruition with the team (i.e., Texas Initiative).
Take the lead in developing background understanding of prospects or client’s businesses.
Curriculum Design and Proposal Preparation
Working with the Managing Director, participate in the diagnostic conversation with clients to gain an in-depth understanding of the business and specific strategic challenges.
Take the lead, as determined by the Managing Director, in driving diagnostic discussions with existing clients on follow-on programs, including pricing strategy.
Work with the Managing Director to ensure understanding of the sophistication level of the client to determine the outcome level.
Manage the proposal, presentation, and contract processes for all client relationships on team, working with the Director of Methods.
Participate, as directed, in the development of curriculum and in the selection of delivery channels and methods.
Participate, as directed, in all aspects of the impact phase, to include the measurement strategy and in designing, facilitating, and/or monitoring follow-up activities as necessary
Client Management
As the primary relationship manager, develop and enhance working relationships with existing clients to optimize quality of service, business growth and customer satisfaction.
Maintain presence during programs sufficient to identify new business opportunities, promote future participation in other programs, and understand program design and content.
Understand and manage bid sheet process.
Attend and/or present at external customer meetings and/or industry conferences according to agreed business strategy to aid new business and lead development.
Direct the use of evaluation data to improve designs, strengthen client relations, and promote new business opportunities.
Direct program managers in arranging and conducting visits to campus by company representatives.
Maintain current and accurate information utilizing the CRM system and other appropriate tools.
General Management
Maintain high customer service standards to attract and retain customers by participating in pre- and post-program debriefings with faculty, operations and customer.
Oversee finance and accounting processes (invoicing, faculty pay, bill pay).
Oversee pre- and post-program follow-up with Academic Director, client and Program Manager as appropriate
Participate in and support campus promotional and cross-selling activities and represent Executive Education in School matters as required.
Display a commitment to continued professional development to enhance outputs to the organization.
Familiarity with advanced degree business education programs.
Three to five years’ experience in industry or education, with sales or account management experience in executive education recommended
Ability to assemble and lead teams needed to develop and deliver effective programs
Excellent oral and written communication skill
Interpersonal skill, collaborative style
Personal bearing needed to have a favorable impact on and work effectively with senior managers
Ability to work effectively in both academic and business settings
International experience recommended
Language ability recommended
Willing and able to travel up to approximately 50% of the time and to work irregular hours required (some individual assignments may require more travel)
COMMUNICATION
Manage the functional relationships between academic directors, content providers, content and participant facilitators, program directors, legal counsel, marketing and public relations support personnel, operations and finance staff.
Maintain strong working relationships with content providers, participant facilitators and adjuncts and assist in supervising the development of all elements of content and delivery provision.
Assist Managing Director in the oversight of effective interfaces between staff and academic directors and content providers and suppliers.
Oversee staff interfaces with other academic and staff departments.
Excellent negotiation and presentation skills.
Must be well organized and able to interpret and draw relevant insights from various resources and methodologies.
In tandem with the Managing Director, transform the needs of the client into a realistic project and meet/exceed the client’s expectations.
CONTACTS
Internal: Executive Education staff
Content providers
Staff members in other School departments
External: Senior sponsoring managers in client firms
Program participants
Professional organizations
Vendors, including externally sourced faculty and speakers
Alumni
Members of Thunderbird Board of Trustees and Global Council
Adjunct content providers
SUPERVISION: Mentoring of program manager roles is required, and supervisory responsibility may be required in some Client Director roles.
Send resume to: Thunderbird School of Global Management, Human Resources, Ref. #1936,
1 Global Place, Glendale, AZ 85306 or email HRresumes@thunderbird.edu EEO/MFDV.
Thunderbird School of Global Management - 10 months ago
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