Title Institute Success Manager  Category Business Support   Description The Institute Success Manager is responsible for keeping our clients satisfied and engaged in NCM Institute Services, resulting in retention of divisional revenue. This role will focus on interacting with our clients and helping to ensure success in the Institute Product. ESSENTIAL DUTIES AND RESPONSIBILITIES Manages performance of student while in class – access to necessary materials, online commitment process, testing concerns, etc. Analyzes class capacity, waitlists, and deferred revenue and suggests ways to maximize revenue capture, as well as client satisfaction. Manages Virtual Training Onboarding and Engagement Platform walk-throughs Client Success Best Practices (camera, quiet room, etc) Ensures Completion of Self-Study Monitors Instructor Grading Communicates with Approving Manager if student not successful Reviews Subscriptions and Training Credits Clients to ensure they are maximizing their investment and detect/prevent potential cancellations. Creates and manages programs to receive public reviews/press on Institute experience. Maintain client relationships to ensure positive Institute experience. Regularly meet with Director to discuss overall and/or specific client needs. Reviews all surveys and makes initial point of contact for client satisfaction concerns. Creates and manages additional client surveys to seek input/feedback. Assist in continuing to strategize on effective retention plans. Books and manages deferred revenue. Hit retention goals for deferred revenue (unscheduled classes) Contacts leads from the classroom for possible on-site training or consulting revenue. Review and manages buy/sell account impact on the Institute Works with Accounting on unpaid subscription and GMEP invoices to cease services. Serves as back-up to Coordinators for inbox/registrations/phone calls Up to 10% travel, as needed.   Position Requirements QUALIFICATIONS The following education, experience, competencies and behavioral skills are needed to perform this job successfully: Education Bachelor’s Degree required.   Experience A minimum of 3 years related work experience. Retail automotive experience considered an asset.   Competencies Knowledge of CRM/databases and Salesforce.com proficiency. Advanced capabilities with Microsoft Office. Strong business acumen. Strong planning and project management skills. Superior problem-solving abilities.   Behavioral Skills Strong presentation and communication skills. Superior customer service skills. Strong time management skills; superior ability to multi-task. Strong attention to detail. Strong interpersonal skills. Demonstrate initiative; be a self-starter. Professional, enthusiastic and resourceful. Strong work ethic; willing to do whatever it takes to get the job done.   ACCOUNTABILITIES AND MEASURES Completes all responsibilities in a timely and accurate manner to meet organizational and client needs and remain cost effective.   Physical Demands While performing the duties of this job, the employee is routinely required to stand, walk, sit, speak, hear, see and use hands to handle objects. Must be able to answer phone and listen and speak with clients and co-workers. Must be able to concentrate/focus with constant interruptions. The employee may occasionally lift and/or move up to 5 pounds. The employee must have the ability to travel. Must reside in the Kansas City area.   Work Environment While performing the duties of this job, the employee will typically be in an office environment.   We respect and follow local and CDC guidelines. Offers of employment will be contingent upon either providing proof of being fully vaccinated or completing full vaccination within 60 days of hire, unless religious or medical exemption is presented   Full-Time/Part-Time Full-Time   Country   Position Institute Success Manager   Exempt/Non-Exempt Exempt   Open Date 11/2/2021   Location Corporate Headquarters, 4717 Grand Ave Kansas City, MO 64112   This position is currently not accepting applications. To search for an open position, please go to http://NCMAssociates.appone.com

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