Assistant Director of Client Engagement (HR title: Program Specialist)

Salary Range:

Salary commensurate with experience and qualifications

About SMU

SMU's more than 12,000 diverse, high-achieving students come from all 50 states and over 80 countries to take advantage of the University's small classes, meaningful research opportunities, leadership development, community service, international study and innovative programs.

SMU serves approximately 7,000 undergraduates and 5,000 graduate students through eight degree-granting schools: Dedman College of Humanities and Sciences , Cox School of Business , Lyle School of Engineering , Meadows School of the Arts , Simmons School of Education and Human Development , Dedman School of Law , Perkins School of Theology and Moody School of Graduate and Advanced Studies .

SMU is data driven, and its powerful supercomputing ecosystem - paired with entrepreneurial drive - creates an unrivaled environment for the University to deliver research excellence.

Now in its second century of achievement, SMU is recognized for the ways it supports students, faculty and alumni as they become ethical, enterprising leaders in their professions and communities. SMU's relationship with Dallas - the dynamic center of one of the nation's fastest-growing regions - offers unique learning, research, social and career opportunities that provide a launch pad for global impact.

SMU is nonsectarian in its teaching and committed to academic freedom and open inquiry.

About the Position:

This role is an on-campus, in-person position.

Client Engagement (CE) in executive education programs involves all aspects of operational delivery ensuring that clients receive high-quality, tailored educational experiences that meet their needs and objectives.

This position serves as program participants' primary point of contact and ensures a rewarding customer experience from first contact to post-program follow-up. This position serves as a team member and partner to clients, SMU staff, the Business Development team, and the programs' instructors.

Essential Functions:

• EXECUTION: Ensure timely and exceptional program delivery including but not limited to coordinating logistics of catering, entertainment, facilities, security, instructors, venues, and the preparation and distribution of program materials for both participants and instructors. Create a welcoming presence for all constituents and ensure program information, instructions, consultations, and program inquiries are all readily available for interested parties. Ensure high standards of quality in program delivery by monitoring participant feedback, conducting evaluations, and making continuous improvements based on client input and industry best practices. Responsible for the compilation, summary, and recommendations of evaluation data that can be administered for future programming. Provide ongoing support to clients after the completion of their respective executive education programs. This may include follow-up sessions and access to additional resources or learning materials.
• CUSTOMER FOCUS: Oversee the execution and delivery of programs and events, ensuring they are conducted smoothly and effectively. This involves ongoing communication with clients, faculty members, and vendors to ensure successful programs, as well as managing logistical aspects such as venue selection, scheduling, and participant registration. This includes but is not limited to managing relationships with clients, participants, instructors, and vendors to ensure an exceptional experience for each participant.
• PLANNING: Collaborate with program academic directors to plan and develop content for promotional activities to generate participant leads. As part of sales and marketing strategy and business continuity, attend and contribute professional expertise to encourage enrollment and participation. Provide decision-making input and assist with assessing faculty effectiveness and retention for future programming.
• PROFITABILITY: Analyze and determine appropriate resource utilization to ensure the profitability of programs. Coordinate with the departmental finance manager to ensure the financial aspects of client engagements, including budgeting, pricing, invoicing, and tracking expenses. Ensure that programs are delivered within budget constraints while maximizing profitability for the organization.
• TEAMWORK: Create a culture of collaboration and assist your team members and colleagues as the operational arm of Cox/Executive Education to ensure the successful execution of all programs. Contribute by developing strong team-based internal and external relationships. Cultivate long-term relationships with clients to foster repeat business and referrals. This involves staying in regular communication, identifying new opportunities for collaboration, and demonstrating the value of the executive education services provided to achieve the mutual clients and the department goals.
• Position requires regular evening and weekend work to manage delivery of evening programs.

Education and Experience:

High school diploma or equivalent and six years of professional work experience is required.

OR

A Bachelor's degree and two years of professional work experience is required.

Work experience in education, training, higher education, and/or event coordination is strongly preferred.

Knowledge, Skills and Abilities:

Candidate must demonstrate strong interpersonal and verbal communication skills, with the ability to communicate broadly across the University and develop and maintain effective relationships with a wide range of constituencies. Must also demonstrate strong written communication skills. A strong customer service orientation is essential.

Candidate must possess strong problem-solving skills with the ability to identify and analyze problems, as well as devise solutions. Must also have strong organizational, planning, time management and priority setting skills.

Candidate must have a thorough understanding and/or experience with budgets, pricing, negotiation, and process flows.

Candidate must demonstrate a strong working knowledge of MS Suite (Word, Excel and PowerPoint). Experience with or a working knowledge of project management and/or CRM software is preferred.

Physical and Environmental Demands:

• Sit for long periods of time
• Bend, stand, kneel, push/pull
• Reach above shoulders
• Handle objects (dexterity)
• Carry/lift 25 lbs.

Deadline to Apply:

September 18, 2024

EEO Statement:

SMU will not discriminate in any program or activity on the basis of race, color, religion, national origin, sex, age, disability, genetic information, veteran status, sexual orientation, or gender identity and expression. The Executive Director for Access and Equity/Title IX Coordinator is designated to handle inquiries regarding nondiscrimination policies and may be reached at the Perkins Administration Building, Room 204, 6425 Boaz Lane, Dallas, TX 75205, 214-768-3601, accessequity@smu.edu .

Benefits:

SMU offers staff a broad, competitive array of health and related benefit s. In addition to traditional benefits such as health, dental, and vision plans, SMU offers a wide range of wellness programs to help attract, support, and retain our employees whose work continues to make SMU an outstanding education and research institution.

SMU is committed to providing an array of retirement programs that benefit and protect you and your family throughout your working years at SMU and, if you meet SMU's retirement eligibility criteria, during your retirement years after you leave SMU.

The value of learning at SMU isn't just about preparing our students for the future. Employees have access to a wide variety of professional and personal development opportunities , including tuition benefits .