Department: Kellogg Exed Ed Marketing Salary/Grade: EXS/6
Are you someone looking for an exciting growth and learning opportunity at a top Business School? Join us as an Executive Client Success Specialist & Advisor.
Specifically designed for a curious and learning professional, this position is responsible for supporting all customer-facing and customer-focused growth strategies and systems as part of the Executive Education’s Program Development Team. This role supports the strategic effort to increase the global and diverse outreach of our Executive Education programs and strengthen the Kellogg brand. Our customer is the executive participant in our non-degree programs. The Executive Client Success Specialist & Advisor administers specialty programs and manages marketing and technical products in support of this goal. This includes, but is not limited to, the Kellogg Executive Scholars Program, marketing material vendor relations, Salesforce reports, Smartsheet data inputs and other. This position also provides support to customers by handling daily phone call and email inquiries, troubleshooting program-related issues, and connecting customers with the appropriate internal stakeholders. In addition, this position will also support internal data report requests presented by cross-collaborative teams within Executive Education.
This position reports to the Director of Open Enrollment Programs at Kellogg Executive Education.
Customer-Centricity: Premium customer service supported by technical solutions has the power to improve the customer experience
Teamwork: Work together to enhance customer touch points that impact our clients
Integrity: Work honestly and undivided in a commitment to make more possible
Eagerness: Be a self-starter, fully engaged and committed to pushing great ideas forward quickly and responsibly
Respect: Honor diversity, value inclusion, and create an environment of belonging for people of all backgrounds
Commitment: Dedicated to the highest standard for our customers and our people
Curiosity: Seek to understand the core of each customer engagement, enabling us to find the right solution
Obtain advanced knowledge of Executive Education products and services.
Respond to customer inquiries and requests that include program portfolio guidance, registration troubleshooting, resolution of other service issues.
Demonstrate a proactive, solutions-based approach to enhance customer relations via calls and emails.
Exercise independent judgment to determine the root cause of the customer-related issue and find a resolution.
Manage resolution process including escalations of possible issues to the Open Enrollment Director
Complete customer-related reporting tasks such as records maintenance for the internal CRM system users.
Partner with the marketing, systems, business development and operations teams as needed.
Work cross-functionally to ensure accurate and timely updates to our customers.
Contribute on special projects to improve internal/external processes and client satisfaction.
Identify trends in end user requests where master calendar configurations, lead documentation, or better phone call and email system integrations would have a positive impact.
Performs other duties as assigned.
A Bachelors degree is the minimum requirement.
Minimum Competencies: (Skills, knowledge, and abilities.)
Interest in Technology and being able to learn quickly, a must.
This role frequently communicates/interacts with executive individuals. Must have strong written and oral communication skills.
Must understand Customer demands aren't always between 8am-5pm.
Team player able to integrate into the highly collaborative culture at Kellogg.
Self-motivated and proactive with the ability to work independently.
Must maintain positive attitude in an environment which is continuously changing and growing
Familiarity with Salesforce would be ideal.
Preferred Competencies: (Skills, knowledge, and abilities)
Motivated to learn about current and new technology-based solutions and work on interesting problems.
You feel excited knowing your work makes an impact at all levels of the organization.
Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Hiring is contingent upon eligibility to work in the United States.
Internal Number: 40863
About Northwestern University
Northwestern University is a major private research university with 12 academic divisions located on three campuses in Evanston, Chicago, and Education City in Doha, Qatar. We have approximately 2,500 full-time faculty members, 17,000 graduate and undergraduate students, and over 5,700 full and part-time staff. Northwestern University combines innovative teaching and pioneering research in a highly collaborative environment. It provides students and faculty exceptional opportunities for intellectual, personal and professional growth.