Director, Client Management

3 days ago

Oxford, United Kingdom ETS Full time

About ETS

ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, we’ve been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders. Our worldwide impact extends through our renowned assessments including TOEFL, TOEIC, GRE and Praxis tests, serving millions of learners in more than 200 countries and territories. Through strategic acquisitions, we’ve expanded our global capabilities: PSI strengthens our workforce assessment solutions, while Edusoft, Kira Talent, Pipplet, Vericant, and Wheebox enhance our educational technology and assessment platforms across critical markets worldwide.

Through ETS Research Institute and ETS Solutions, we’re partnering with educational institutions, governments, and organizations globally to promote skill proficiency, empower upward mobility, and unlock opportunities for everyone, everywhere. With offices and partners across Asia, Europe, the Middle East, Africa, and the Americas, we deliver nearly 50 million tests annually. Join us in our journey of measuring progress to power human progress worldwide.

Basic Functions And Responsibilities

This Director, Client Management role will assume major responsibilities for leading large-scale assessment projects such as the Programme for International Student Assessment (PISA) and Programme for International Assessment of Adult Competencies (PIAAC), including leading client relations, contract management, and representation of the assessment programs to internal and external audiences. The position will be housed within ETS’ international Netherlands hub but will closely collaborate and have management reporting lines to and from ETS Headquarters in Princeton, NJ.

As a Director, Client management for one or more international large-scale assessment projects, the person filling this role will need to bring to it a thorough understanding of both the technical and operational aspects of large-scale, group-score assessments. They will be responsible for ensuring high-quality and on-time deliverables, and for executing contract work with a focus on meeting client needs and building client trust.

Client Relationship Management

  • Act as a primary point of contact for the client in managing overall assessment project details.
  • Establish regular exchange and communication channels with client staff to ensure technical questions can be relayed to the client and issues can be appropriately escalated if needed.
  • Record client requests, propose solutions and discuss with staff and colleagues at ETS Headquarters or at other ETS hubs and subsidiaries as needed.
  • Create, interpret, and execute Strategic Vision for client relationships.
  • Direct activities of the entire line and across ETS to ensure consistent ‘one voice of ETS’ communication to client.
  • Coach ETS matrix team to ensure a clear set of client expectations in regard to contract scope, schedules, and deliverables.

Contract Management/Change Requests

  • Develop and maintain project schedules and capacity building plans.
  • Bring risks and challenges to US-based senior leadership to work towards solutions.
  • Report weekly on progress to US-based senior leadership.
  • Draft monthly progress reports for review and input from US-based senior leadership.
  • Monitor spending against budget, and ensure revenue and margin targets are met.
  • Accountable for managing contract negotiations and agreements with support from General Counsel and Finance as needed.
  • Ensure contracts stipulate on-time payments of receivables.

Staff Management

  • Potentially serve as reporting manager for other Netherlands staff (as more staff are hired).
  • Provide mentoring and ongoing support for junior staff.
  • Lead daily scrum meetings with global staff working on assessment projects.
  • Primary PoC for US-based leadership to coordinate any support of Netherlands-based staff for RI projects beyond large-scale assessment projects.
  • Work with US-based project leadership to ensure team members have appropriate professional development opportunities and identify potential areas for supporting other projects.

Business Development

  • Primary PoC for US-based project leadership to develop and discuss strategy.
  • Represent global assessment programs work to internal and external stakeholders.
  • Identify potential opportunities for new projects in the large-scale assessment or technical assistance areas.
  • Flag potential new opportunities as well as staffing needs for US-based leadership.
  • Regularly participate in and contribute to business development meetings with US-based staff.
  • Maintain, cultivate, and grow client/market relationships and/or business partnerships.
  • Represent ETS to institutional and government constituents.

Financial Management

  • Influence and significantly contribute to Request for Proposal (RFP) process.
  • Actively work to ensure forecast margins are met.
  • Actively work to ensure advantageous cash flow agreements.

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

EDUCATION

  • PhD. in Education, Psychometrics, Educational Measurement, or related discipline.

Experience

  • 10+ years of managerial/leadership experience.

Other Requirements (Specialized Skill Sets, Behavioral/technical)

  • Deep knowledge of large-scale, group-score assessment methods, technologies, and operations.
  • Expertise in working with clients on high-stakes projects.
  • Experience in leading teams and mentoring junior staff.
  • Flexibility to connect with international staff outside regular working hours on a regular basis.
  • Travel to project-related and client-facing meetings as needed.
  • Travel to connect with US-based team at least once a year.
  • Excellent verbal, written, and interpersonal communication skills.

EDUCATIONAL TESTING SERVICE is an Equal Opportunity and Affirmative Action Employer of Women and Minorities.

EDUCATIONAL TESTING SERVICE is an Equal Opportunity and Affirmative Action Employer of protected Veterans and Individuals with Disabilities.

EDUCATIONAL TESTING SERVICE is a Drug-free workplace.

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