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Client Management-Lead

4 months ago

Princeton, United States Educational Testing Service Full time

About ETS:

For more than 75 years, we have amplified products and services based rigorous research and our belief in the power of learning. Driven by our mission to advance quality and equity in education, ETS provides learning solutions, pioneering research and trusted assessments that help guide learners around the world on their path to new possibilities.

Our portfolio of trusted measures include TOEFL, TOEIC, GRE and Praxis. Along with research, development and innovation that explores new frontiers in learning and measurement our educational measurement solutions and research contribute to the development of new methods and tools, inform important dialogue with education policymakers, and shed light on critical issues and potential solutions - all with the aim of creating a world where all learners can improve their lives through education.

With new senior leadership at the helm, ETS aims to continue changing the lives of all learners as we expand our organization's global footprint. Our goal is to remain at the forefront of assessment and measurement efficacy within the education and ed tech space as it continues to grow and evolve.

The Client Management- Lead acts as an 'Account Manager' for the National Assessment of Educational Progress (NAEP) project and is a key point of contact for the client or Alliance partners. This role serves as the key client/partner contact for an end-to-end process associated with the NAEP Planning and Coordination contract and is accountable for strategic interfaces with the client and Alliance partners. The Client Management-Lead will also be responsible for facilitating meetings among key Alliance partners under the NAEP project. This facilitation requires significant skills in change management, quality control, communication, and problem resolution and willingness to understand software and hardware system issues/changes.

Client Relationship Management

* Ensure effective resolution of all client and Alliance partner escalated issues
* Establish clear and realistic agreements with client and Alliance partners in regard to processes, timelines, and deliverables
* Ensure consistent 'one voice of ETS' communication to client and Alliance partners
* Work independently to coordinate and gain consensus from large groups of disparate stakeholders.

Contract Management/Change Requests

* Effectively renegotiates changes to processes, timelines, and deliverables.

Business Development

* Educate ETS (Product Management and FCEs) on future capabilities required by client or Alliance partners

Financial Management

* Contribute to RFP (Request for Proposal) process
* Negotiate to minimize negative financial impact of changes.

Adhere to ethical standards and comply with the laws and regulations applicable to your job function.

EDUCATION

An advanced degree in Education, Education Measurement, Business Development, Product Content.

EXPERIENCE

6-7 years of experience in Account Management in Publishing, Education-related fields, or client-management fields.

Other Requirements:

* Excellent verbal, written and interpersonal communication skills
* Strong abilities in group facilitations skills, including leading group decision making, resolving conflicts, and managing group processes
* Facility with spreadsheets and other standard software programs
* Willingness to understand software and hardware system issues
* Ability to work in complex, ambiguous and changing environments
* Must submit documentation and follow processes to obtain moderate security clearance from the Federal Government

#LI-RD1

#LI-HYBRID

#LI-REMOTE

ETS believes in a Total Rewards philosophy for our employees, and they include:

* Health, Vision, Dental insurance plans to choose from
* Generous continuous learning support, from individual learning grants to up to 6 classes a year for tuition reimbursement as well as on-line learning access
* Generous PTO and vacation time to balance your work and life
* Additional 8 hours of PTO for volunteer work
* Retirement plan (401(a)) and traditional Roth (403b) with company contribution
* Commuter Benefits, Pet Insurance, 1 year subscription to Calm App

ETS is mission driven and action oriented

* Diversity, equity, inclusion, and belonging is at the forefront of the ETS employee's daily work. To further foster an inclusive environment ETS is home to a wide variety of Affinity groups that celebrate the diversity of our talented employees.
* How about cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders? ETS offers multiple Business Resource Groups (BRG) for you
* Are you passionate about volunteering and being active in your career and community? ETS offers our Center for Advocacy & Philanthropy (CAAP) where we encourage ETS employees to become active volunteers in their communities and schools through the ETS Cares Giving Campaign. Our employees can support any 501c3 or eligible charity of their choice.

ETS is an Equal Opportunity Employer comprised of people with different experiences, strengths, and backgrounds who share a passion for advancing quality and equity in education. We are dedicated to building teams that reflect the various backgrounds, experiences, and identities of those we serve. The Talent Acquisition team strives to ensure candidates enjoy a fair and equitable hiring process. We believe our differences empower us to be a better team, making better decisions and delivering better results.