Manager Client Relations & Operations
Sallie Mae - Newark, DE

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Sallie Mae (NASDAQ: SLM) is the nation's No. 1 financial services company specializing in education. Whether college is a long way off or just around the corner, Sallie Mae helps turn education dreams into reality for 25 million customers. With products and services that include college savings programs, scholarship search tools, education loans, insurance, and online banking, Sallie Mae offers solutions that help families save, plan, and pay for college. Sallie Mae also provides financial services to hundreds of college campuses as well as to federal and state governments.

JOB SUMMARY:
The Manager of Client Relations and Operations is responsible for managing the efforts of the Client Relationship Executive Team whose primary role will be developing and maintaining relationships with mid-tier colleges and universities doing business with Campus Solutions. This role is accountable for the oversight of all activities related to client relationships including new client on-boarding, client communications, the development and execution of client marketing plans, and the oversight and management of problem resolution. The Manager of Client Relations and Operations has responsibility for the overall satisfaction of all clients under the Client Relationship Executive Team while ensuring that the team achieves all expense management and revenue generation goals.

SPECIFIC RESPONSIBILITIES:
1. Client Communication
a. Oversee and lead communication with existing clients (oral and written).
b. Implement a mid-tier client communication strategy that is consistent with the Campus Solution client value model.
c. Ensure client communication is consistent with established client goals and objectives.
d. Establish proactive communication routines with clients. Ensure the successful execution of all client communication plans.
e. Coordinate the communication to clients of changes to existing product features and functionality.
f. Ensure the successful adherence to all corporate policies and procedures related to client communications.
g. Partner with Campus Solutions Sales, Marketing, and Product Management to ensure all client communication is consistent with key Campus Solutions strategies and objectives.

2. Development and Execution of Client Marketing Plans
a. Partner with Campus Solutions Marketing to develop annual product marketing plans for clients under management.
b. Ensure each client marketing plan is consistent with the client segmentation strategy.
c. Review all marketing plans with clients to ensure client understanding and agreement. Provide consistent updates to client on marketing results.
d. Regularly provide senior management with updates on risks and opportunities associated with the achievement of client marketing plans.
e. Provide recommendations for the improvement of existing Campus Solutions marketing materials and strategies.

3. Problem Resolution
a. Effectively manage the Client Relationship Executive Team who serves as the primary point of contact for problems impacting clients.
b. Assume direct accountability for the management of problems impacting clients.
c. Establish clear and accurate expectations of clients during the resolution of all problems.

4. Relationship Deepening through Product Cross-Selling
a. Identify opportunities to deepen existing client relationships through the offering of new products and services that are consistent with the goals of the client and Campus Solutions.
b. Partner with Campus Solutions Sales to understand and manage to the annual Campus Solutions new sales goals.
c. Manage a cross-selling plan for Client Relationship Executive Team. Provide guidance and direction to the Client Relationship Executive Team in the achievement of those client specific goals.
d. Administer regular scheduled training programs for the Client Relationship Executive Team to ensure team has a sound product knowledge and sales effectiveness.

5. New Client On-boarding
a. Partner with the Campus Solutions Sales and Implementation teams to ensure that new client and product on-boarding is executed flawlessly.
b. Provide client oversight of all new mid-tier implementations. Act quickly to assist in the management of clients if any obstacles arise during implementation.
c. In conjunction with the Campus Solutions Implementation team, ensure there are frequent and candid conversations with clients throughout the implementation process. Ensure that any client concerns or challenges are identified and resolved in the quickest and most effective manner possible.

MINIMUM REQUIREMENTS:
Bachelor's Degree
4+ years of supervisory experience preferably in a sales or service management environment
10+ years of experience within client-driven businesses

ADDITIONAL REQUIREMENTS:
  • Ability to manage in a fast past ever changing environment
  • Ability to manage mid-size teams (typically >5 people)
  • Strong People management skills, which include making hiring and firing decisions, counseling, coaching, motivating staff
  • Strong knowledge of business environment
  • Ability to effectively represent Sallie Mae to representatives of outside organizations
  • Strong spreadsheet knowledge
  • Strong MS PowerPoint skills
  • Excellent organizational, prioritizing and attention to detail skills
  • Strong interpersonal skills
  • Strong analytical skills
  • Strong Teambuilding skills
  • Ability to learn a variety of different software packages
  • Ability to communicate effectively, verbally and written with diverse personalities and different level decision makers
  • Ability to manage multi-project workload
  • Excellent negotiation skills
Sallie Mae is a federal government contractor. Should this position support a government contract, now or in the future, the successful candidate will be subject to a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions.

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Sallie Mae, founded 28 years ago, provides funds for educational loans, primarily federally guaranteed student loans originated under the...