Eden Capital Talent Network

Talent Network

Client Program Manager - EMEA

Wall Street Prep

Wall Street Prep

Operations
London, UK
Posted on Tuesday, June 25, 2024

Position Summary

The Client Program Manager (CPM) serves as a key member of our operations team, which supports the account management and business development teams. The PM plays a central role in helping to guide clients through our onboarding, product delivery, and renewal process to help drive revenue growth. Primary responsibilities include overseeing and executing operations and logistics for our training programs, developing relationships with client accounts, which could be across corporate, public, and university verticals, and contributing to key account retention and expansion. The PM must thrive in novel, high-stakes situations that require creativity, intuition, and big-picture thinking, and will have an opportunity to work closely with senior leaders at Wall Street Prep as well as with decision-makers at top investment banks, private equity firms, and Fortune 500 Companies.

Key Responsibilities

Client Program Management

  • Lead the execution of all client engagement logistics from start to finish.
  • Lead day-to-day communications with clients; be proactive by planning ahead to ensure both clients and participants have a great experience working with WSP.
  • Coordinate all logistics for live seminars (in person and/or virtual), including: setting up user accounts on our LMS, coordinating logistics details with the client, creating virtual meetings IDs and/or booking travel for engagements, creating logistics docs and training reports
  • Coordinate planning and debriefing calls with existing clients; be able to work with multiple stakeholders with busy schedules and creating the PowerPoint decks for these meetings
  • Delegate tasks to other team members (e.g., client program coordinators) who provide support within Operations and oversee completion as required.
  • Assist with client quarterly business review sessions or other periodic check-ins
  • Use project management software to ensure known tasks for assignments are completed as required and kept up-to-date for visibility within the team.
  • Work with our business development and account management teams to provide best-in-class service to our potential future and existing key corporate client accounts.
  • Troubleshoot any issues that arise with our Tech support team as the client-facing contact responsible for resolving problems in a timely manner.
  • Work with a portfolio of clients based in different regions, predominately EMEA & APAC and be adaptable to working across different time zones.

General Operations

  • Create, update, and maintain internal documentation on processes and procedures.
  • Work in partnership with the Head of Learning to coordinate staffing assignments for training sessions.
  • Serve as a liaison to the Finance department to ensure invoicing information is processed correctly.

Required Skills

  • Demonstrable high-quality customer service experience.
  • Excellent follow-through and ability to build trust and credibility with clients by consistently delivering best-in-class client service experience.
  • Ability to think and plan ahead without prompting (i.e., can anticipate challenges and take the initiative to resolve them).
  • High degree of organizational skills and attention to detail.
  • Ability to prioritize tasks in a dynamic and ever-changing environment where multiple training events are taking place simultaneously.
  • Superb ability to communicate effectively (verbally and in writing) with a team and client base that has diverse and varying communication styles.
  • Excellent listening, negotiation and presentation skills.
  • Experience working with Excel and PowerPoint.
  • A collaborative team player who is excited to have a dynamic role in a growing organization.
  • Proven ability to work cross-functionally with operations, business development and account management teams.
  • Passion and commitment to bringing the best financial services training resources to improve training outcomes for all our clients.
  • Ability to travel for client meetings in UK, Europe and Middle East.

Required Education and Experience

  • Bachelor’s degree from an accredited college or university.
  • 3-5 years of experience in account management, client services, operations, event management, media relations or public affairs. Experience in financial services (investment banking, asset management or private wealth management) would be an advantage.

Work Environment

  • Remote work environment
  • Required to be located in London area for occasional client meetings

CORE COMPETENCIES

  • TEAMWORK – As a Program Manager, you will work with a diverse set of individuals and you must have the ability to empathize and collaborate with individuals from a range of background and experiences.
  • INTEGRITY – Much of our work is dependent on trust and respect, so consistency of actions and taking responsibility for one’s own actions is very important. We value team members that strive to do what is right.
  • ACCOUNTABILITY – We value the ability of our team and organization to honor our commitment to clients and to other team members.
  • HUMILITY – Value openness and curiosity to learn from team members and all that we serve. Be open to personal change and continuous improvement.
  • RESULTS-DRIVEN Have an excellent track record of outcomes. Our clients depend on us to deliver top quality trainings and content. Every task (small or great) should be geared at delivering excellent work and results.
  • TRANSPARENCY – At WSP, we pride ourselves on being transparent about our work and methods. Every team member should embody honest and open communication.

WHAT WE OFFER

  • A fun, lively, startup culture
  • 8 paid bank holidays
  • Unlimited PTO (Paid Time Off)
  • Parental leave
  • Stipend to setup home office
  • Core values-based leadership
  • Flexible hybrid work model that supports a blend of in office and remote work.
  • Ample opportunities to learn and take on new responsibilities in a fast-paced, growth-mode company

ABOUT WALL STREET PREP

Wall Street Prep (WSP) is the leading provider of financial services training solutions to the world's preeminent investment banks and private equity firms. Founded in 2004, WSP seeks to bridge the gap between academia and the real world by providing our clients with the practical skills and knowledge needed to succeed in the finance sector. We provide clients with this hands-on, competitive edge through classroom training led by experienced industry practitioners as well as through online self-study programs designed by subject matter experts. WSP's clients include global investment banks, private equity and investment management firms, Fortune 500 companies, and top undergraduate business and MBA programs.

Wall Street Prep is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status or any other legally protected status. We celebrate diversity and are committed to building an inclusive work environment where all team members are encouraged to be their authentic and whole selves.