Client Services Manager London 2023

Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it’s in our differences that we empower the way the world learns.

Wiley Edge, a Wiley brand, bridges the skills gap in technology and other high-demand disciplines by connecting education to the working world. Wiley Edge develops best-in-class hiring, training, and deployment program that build’s pipelines of custom trained IT and financial services talent for some of the biggest names in the industry.

Role Description

The Client Services team are responsible for end to end management of Wiley Edge’s long-term relationships with its customers.

As an overview:

• 1. Upstream of our team, sits the Inside Sales & Business Development teams that are responsible for signing on new clients
• 2. Once clients are engaged and we are discussing the proof of concept deployment, the Client Services team is introduced, alongside our Academy Curriculum Development & Instructional teams to discuss the pilot intake
• 3. When curriculum has been agreed, the Talent team are notified who then source candidates for the required positions
• 4. Collaboration is required at this stage with internal class scheduling teams within the Business Operations unit at Wiley Edge
• 5. These individuals are then interviewed, which is facilitated by the Client Services teams if using individuals pre-selected prior to training, or by our Talent Pool team if selecting individuals that have already trained
• 6. Once selections have been made, the Client Services Operations team liaise with the client to onboard the graduates in a prompt manner
• 7. Once onboarding is complete the Edge employees start on-site, and are contacted by the Engagement teams who coach the graduates through their time on-site, conducting formal performance reviews on a 6-monthly basis
• 8. The Engagement team & Client Services team jointly manage the deployed resources & client throughout their tenure on-site
• In its earliest stages an account may be newly signed with Wiley Edge and require an enormous amount of business development, reliance upon current stakeholders & collaboration with new teams to grow presence. If the account is already established, it may be that the role will entail less, but never no business development to new customers and management of the current customer base, but starting out from step 4 outlined above.

The overall goal for all client services teams should be to engage with our clients to offer best-in-class service delivery for the Edge & other Wiley product suites

How you will make an impact:

• The Client Services team manages Wiley Edge’s long-term relationships with its customers. Members of the team develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors to effectively manage and develop assigned client portfolio.
• Client Services Associate is an essential part of the Client Services team and is responsible for all the processes within the department.
• The role reports to Client Services Lead and will also require facilitation with other front office teams across the business. The role will involve, outreach & outreach management, organization mapping, liaison with the incoming graduates, and graduates in training and full-scale client management.
• Day to day responsibilities will vary depending not only on the maturity of the accounts within the pods, but also the current state of engagement with said accounts.

What we look for:

• Bachelor's or equivalent degree
• Experience within sales/inside sales targeting Blue chip firms
• Understanding of technology concepts, languages & trends is essential for this role
• Time management and organizational/procedural skills
• Ambition, an entrepreneurial approach and self-motivated attitude is imperative for this role
• Excellent written and verbal communication skills
• Ability to spend 1-2 weeks a quarter travelling to meet clients

Desired:

• Experience within staffing/staffing products within technology and financial services
• Trading, banking, and compliance knowledge

About Wiley

Enabling Discovery, Powering Education, Shaping Workforces.

We clear the way for seekers of knowledge: illuminating the path forward for research and education, tearing down barriers to society’s advancement, and giving seekers the help they need to turn their steps into strides.

Wiley may have been founded over two centuries ago, but our secret to success remains the same: our people. We are willing to challenge the status quo, move the needle, and be innovative. Wiley’s headquarters are located in Hoboken, New Jersey, with operations across the globe in more than 40 countries.