Pearson Client Program Manager in Bala Cynwyd, Pennsylvania

Client Program Manager


As the global leader in electronic testing, Pearson VUE ( validates the skills and knowledge of millions of individuals every year. Our customers’ high-stakes certification, licensure, admissions and other credentialing exams help people advance in technology, government and professional careers, as well as attain educational growth. Pearson VUE offers proctored exams through the world's largest network of test centers in addition to testing in online and unproctored environments.

In addition to helping our clients develop, manage, deliver and grow their programs, we work diligently to ensure that their candidates have a positive testing experience. Our focus on employees has fueled sustained growth even in a down economy and has earned Pearson VUE recognition from the Minneapolis Star Tribune as a “Top Workplace” numerous times in recent years.

Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO). For more information, visit

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

The Client Program Manager position is responsible for the successful implementation, migration and maintenance of client programs. The Client Program Manager serves as the principal communication channel between the client and Pearson VUE and ensures client satisfaction with delivered services. This position will act as an program migration/implementation specialist, a technical mentor to other Client Program Managers and as project manager during client migrations from legacy systems to current technology platforms. The Client Program Manager develops and maintains complete, up-to-date documentation, including project plans, scope of work, and business rules and ensures that the various departments involved fulfill their commitments and maintain adequate service level agreements relative to timeliness, quality standards and budget. Client Program Managers are expected to rely on system and industry knowledge to problem solve and guide other staff toward best practices.

85% Implementation (Migrations and New Launches) & Mentorship

  • Organize requirements meetings and completes required documentation

  • Ensures final implementation meets contractual obligations

  • Contribute to operational strategy, policy and procedures and communicates the client’s vision to the implementation team

  • Coordinate gap resolutions

  • Manage implementation schedule

  • Manage internal and third-party communication throughout project

  • Coordinates and participates in UAT

  • Frequent client face time

15% Account Management

  • Maintain strong relationships with clients, ensuring client satisfaction with delivered services

  • Maintains working relationship with internal teams, including Test Center Operations, Test Publishing, Software Development, Customer Services, and others.

  • Customer Satisfaction

  • Fulfillment of Contract Obligations - Manage all aspects of contract fulfillment including successful contract implementation and continued compliance withcontracted service standards

  • Optimization of internal resources – saying “no” to customers

5% Business Development

  • Identifying opportunities for add-on products and services, assist sales in new proposals

5% Other duties as assigned

Travel requirements: Travel up to 15% of the time


Education and Experience:

  • BA or BS or equivalent experience

  • 7-10 years experience in account management, business development, program/project management or related area

  • Masters degree preferred

Skills, Knowledge and Abilities:

  • Must possess leadership, problem-solving, time-management, planning and project-management skills

  • Strong customer service focus including experience in balancing the needs of internal and external clients

  • Successfully demonstrates the ability to think broadly

  • Outstanding written, verbal and interpersonal communication skills

  • Ability to command the respect of clients and senior management

  • Experience managing professional services contracts

  • Strong systems knowledge

  • Ability to assist others identify gaps/issues and recommend best practices. Serves as a mentor

Primary Location: US-PA-Bala Cynwyd

Work Locations: US-PA-Bala Cynwyd-3 Bala Plaza 3 Bala Plaza West Suite 300 Bala Cynwyd 19004

Job: Project/Programme Management

Organization: Assessments VUE

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Oct 11, 2016