Guild, the leading education benefits platform and one of Denver's fastest growing startups, is increasing economic mobility for working adults in America and providing education and support to help every student survive and thrive in the economy of tomorrow. Our platform helps employers offer education as a benefit to their employees by connecting employers' workforces with our network of nonprofit universities and education institutions that focus on serving the needs of working adults. And, our team of retention coaches helps each employee navigate the path back to school, providing individualized support from day one through graduation. In order to accelerate our growth and achieve our mission to serve 1000s more students, we've raised over $70 million from top tier investors including Felicis Ventures, Bessemer Venture Partners, and Redpoint Ventures (among other social impact and VC partners!). Now, we're looking to add a Manager of Client Operations to the team.

As the Manager of Client Operations, you’ll report to Amy, our Director of Client Success, while working with other members of the Client Success team and cross-functional stakeholders to optimize process for the Client Success team, define KPIs and other metrics, identify opportunities to accelerate client growth and implement scalable solutions to support that growth. In this role, you will be focused on aligning high level priorities and goals for each of our clients with strong day-to-day operations, and helping to identify and evolve early stage hypotheses into future-growth initiatives with our clients.

A day in our open, collaborative workspace will look a little like this:

• Partnering with the client success managers to develop and manage client strategies and quarterly partner OKRs (both qualitative and quantitative)
• Working closely with the Director of Client Success on strategic planning and special projects pertaining to overall team acceleration
• Assessing the tools and processes used by the Client Success team, including the CRM, dashboards, meeting processes, and business intelligence tools and identifying opportunities to refine, upgrade, eliminate, add or replace existing tools to improve productivity.
• Designing reporting to provide Client Success and other leadership with key information required to manage the client side of the business
• Leading efforts on quantitative and qualitative research and analysis to diagnose complex problems facing the Client Success team
• Facilitating internal cross-functional teams to develop and implement strategies that have significant potential for the growth of individual clients, or the client portfolio overall
• Serving as a key liaison between Client Success, Marketing, Product, and student-facing teams

In this role, you’ll grow and expand your skills by:

• Taking on a cross-functional role that will expose you to the ins and outs of Guild (working with our Marketing, Tech, Product, Enrollment Services, University Partnerships, and Design teams)
• Getting insight and understanding into the largest, most influential organizations in the country
• Strengthening your analytic skill set by using quantitative and qualitative data on a day-to-day basis
• Creating presentations to communicate with internal stakeholders around key insights and client-level initiatives
• Developing insights and strategies to support client growth, along with reporting to measure the success of the team
• Helping Guild to build and manage strong relationships with Fortune 1000 clients that position Guild as a valuable long-term partner
• Receiving feedback through our learning-focused, twice annual Structured Growth Conversations

You’ll know if you’re successful by:

• Delivering client-level insights that support the growth and development of the team
• Increasing the efficiency and effectiveness of the Client Success team, including:
• More effective meetings
• Improved understanding of KPIs
• Clearer picture of overall client health, and improved client health
• More accurate client goal forecasting
• Increasing the average student growth rate across the entire client portfolio
• Serving as client success liaison on Guild-wide project pertaining to our client processes (e.g. direct billing)

You’ll join a team:

• Of learners dedicated to our mission and building a successful, dynamic company
• Committed to building a diverse, equitable, and inclusive environment that you’d support every day
• From diverse backgrounds, ranging from consulting to teaching to political campaigns (and more!)

What you’ll add to Guild - as an individual and part of the broader team:

• 3+ years of total experience in similar or related roles, preferably in sales operations, analyst or Chief of Staff type roles
• Ability to roll-up your sleeves and work directly with models, data and presentations
• Extremely organized with a high attention to detail and the ability to keep track of both the high level progress and the small details
• Examples of how you’ve successfully taken a data-driven approach to building simple, scalable solutions to complex problems
• Experience engaging cross-functionally with a broad range of internal stakeholders to drive more effective processes
• Excellent project-management skills, and being able to communicate complex analytical results, both written and verbally, in a clear and easy-to-understand way
• Evidence of your intellectual curiosity - do you blog, tweet, speak, or read everything that’s out there - tell us more!
• A drive to work hard and a plan for how you can refresh/recharge while working in a startup
• Something else? Wonderful, we’re curious to learn more about you!