12373 - Assistant Manager, Client Success

Department
WatSPEED
Employment Type
Temporary
Time Type
Full-Time
Hiring Range
$58,286 - $72,858
Job Category
Administration
Job Location : Location
CA-ON-Waterloo

Term: 2 years

WatSPEED is an academic support unit responsible for developing and delivering professional, corporate, and executive training to industry, government, and other external partners. WatSPEED provides all non-credit certificate programs, corporate training, community training initiatives, and other related activities affiliated with the University’s strategic initiatives in lifelong learning.

Reporting to the Manager of Client Success, the Assistant Manager of Client Success provides leadership in the day-to-day operations of the Client Success team, which supports WatSPEED’s catalogue of courses and programs and provides exceptional customer service for WatSPEED’s professional clientele. This role leads the team in all areas of service delivery, ensuring a seamless learning experience for all existing and prospective clientele.

Staff Leadership

• Supports the execution of hiring, recruiting, and training of new staff, ensuring the successful integration of new members into the existing team
• Develops and implements ongoing, strategic training for staff, ensuring team members remain current and well versed on all WatSPEED offerings
• Facilitates team meetings, schedules staff, and takes the lead role of the day-to-day coaching and mentorship of the Client Success team
• Assigns and monitors tasks/projects, provides guidance as required and adjusts workload as needed across the team to incorporate new tasks, course offerings and/or projects
• Deploys staff to meet goals and objectives most productively
• Supports Manager, Client Success in maintaining the successful operation of the Client Success team by providing timely updates and insights for staff evaluations, goal setting, and any other performance management issues that may arise
• Advocates for team equipment, resources, and systems, balancing the team’s needs and overall operational needs and goals of the unit and University
• Performs duties of Manager, Client Success when necessary and completes other duties as assigned
• Maintains an efficient, effective, and cooperative work environment

Operations Management

• Manages all aspects of service delivery for WatSPEED, creating a culture of exceptional customer service, aligned with WatSPEED’s different course offerings which permeates through the team
• Maintains productive working relationships with various members of the university community and external partners and stakeholders (i.e. course instructors)
• Troubleshoots and solves complex, non-routine problems such as WatIam credential concerns, registration and ecommerce administrative system problems and other system issues that affect the day-to-day operations of Client Success
• Advises Client Service Advisors on finding resolutions to complex customer service issues; acting as an escalation point for complex problems
• Authors procedural documents, canned responses, and other team resources; ensuring the accuracy and relevancy of the resource repository
• Reviews and assesses processes, administrative systems, tools, and equipment on a continuous basis to implement new practices that improve efficiency and service levels
• Manages the daily operational aspects of WatSPEED programs and ensures that classroom and electronic resources are in place to optimize teaching and learning opportunities
• Advocates the needs of the Client Success team and effectively communicates those needs in systems planning meetings
• Prioritizes registration system development items in collaboration with the Business Systems Analyst (i.e., bugs, feature requests, system upgrades)
• Actively involved in the design, testing, and ongoing management of changes to WatSPEED’s registration and client management systems

Corporate Client Liaises

• The incumbent provides high level service to our corporate clients
• They must be knowledgeable of all our offerings and be able to make appropriate recommendations
• Conducting needs assessments, aligning on learning solution requirements that meet the client’s needs within a reasonable time frame
• They will collaborate with our instructors and the Client Service Advisors to coordinate corporate training offerings
• The incumbent will conduct evaluations of the offerings, ensuring client satisfaction and establishing an ongoing relationship

Financial Accountabilities

• Manages the appropriate collection, reconciliation and oversight of any monies handled, including eCommerce, POS transactions, and cash
• Approves bank reconciliations, prepares select invoices, and resolves/approves any financial discrepancies
• Ensures routine financial records are accurately recorded and maintained
• Liaises with Finance regarding financial records and system access requests
• Approves non-routine and high dollar value supply purchases

• University Degree or diploma required, or equivalent education and experience
• Management training is an asset
• 1-3 years' experience managing and coaching a highly interdependent team in a customer service environment
• Experience with continuing education in the post-secondary sector would be an asset.
• Proven experience delivering exceptional customer service as well as experience resolving escalated customer complaints
• Financial experience with ecommerce, POS systems, reconciliations and invoicing would be an asset
• Superior organizational and planning skills, the ability to prioritize many priorities that have competing deadlines
• Excellent written and verbal communication
• Keen analytical and problem-solving abilities
• Demonstrated ability to thrive in and contribute to an integrated and collaborative team environment, and to apply a positive team approach to working with colleagues
• Intermediate skills with MS Office, Adobe Acrobat and SharePoint

The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg, and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is co-ordinated within the Office of Indigenous Relations.

The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+.

Positions are open to qualified candidates who are legally entitled to work in Canada.

The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at hrhelp@uwaterloo.ca or 519-888-4567, ext. 45935.