Who We Are:

CareerWise New York (CWNY) is a first of its kind, modern youth apprenticeship based in New York City. Our approach offers high school students opportunities in growing NYC industries, such as IT, financial services, and business operations, and provides all apprentices with a practical learning experience to augment the classroom. For employers, CareerWise New York offers businesses a hands-on role in developing work-ready talent with the skills employers need to innovate and grow their business. 

CWNY borrows elements from the Swiss system, which is widely regarded as the gold standard in apprenticeship and ensures benefit to both students and businesses while serving as an intermediary between the complex systems of education and industry.  It is our mission to create opportunities for youth and businesses across NYC by developing and supporting an innovative, sustainable youth apprenticeship system. Through this business-led, student-centered model, we bring together public and private stakeholders to ensure students have access to the skills and knowledge they need for financial and academic success, and that businesses have access to highly trained talent.

Who We're Looking For:

Our employer partners pay us a service fee over time, so the Client Success team is absolutely vital to our long-term sustainability. We will not be successful unless our employer partners are receiving significant value from our program & team and young people are having high-quality experiences in their apprenticeships. As such, we need a mission-driven Director to drive success for our customers. 

Job Summary:

Reporting to the Vice President of Employer Partnerships, the Director of Client Success leads the team that manages and supports our business partners, many of which are Fortune 500 companies, and plays an essential role in fostering a successful apprenticeship experience for our employer accounts. This includes developing and executing strategy to ensure a shared definition of success and mapping customer journeys that are aligned to our partners’ unique business needs, motivations, and opportunities. They will influence and educate supervisors, HR leaders and business unit leaders and serve as the main point of contact for business partners to address questions and concerns. This role will be instrumental in identifying opportunities to increase youth apprenticeship programs within existing employer partners and developing a long-lasting trusted advisor relationship with all apprentice system stakeholders.

The Director of Client Success will also develop and manage a team of Client Success Managers (CSMs) to create value for our clients through their interactions with CWNY. They will help the CSM team problem-solve key issues with a creative, entrepreneurial, and service-minded approach.

This is a full-time exempt position

What You'll Be Doing:

• Manage a portfolio of employer accounts, ensuring high renewal rates, engaged company champions and strong industry participation as we push forward our modern youth apprenticeship agenda.
• Lead a team of Client Success Managers to support employer accounts and provide excellent customer experiences throughout the program.
• Work cross-functionally and collaboratively with teammates to operationalize and deliver on partnership agreements, ensuring delivery, partner satisfaction, and renewals. 
• Plan, organize, and implement success strategies; coach and advise business partner organizations to improve program success.
• Develop reporting templates for business partners that clearly highlights, successes, impacts, trends & strategic areas of improvement.
• Demonstrates creativity & innovation in developing solutions for business partners designed to maximize the quality of the apprenticeship experience.
• Identify opportunities to increase youth apprenticeship programs within existing employer partners, driving up cohort size and establishing CWNY as a critical talent pipeline.
• Develop a long-lasting trusted advisor relationship with all apprentice system stakeholders.
• Diligently track and analyze program data to streamline processes as we grow and predict market trends.
• Lead strategic initiatives that will elevate the client experience. Initiatives would include Community Building, Policy, Product Development, Operational Efficiency & Scale, User Experience and DEI.

Key qualifications and experience to be successful in this role:

• 5-7 years of proven success in customer service, account management, client services, recruitment, corporate engagement, or workforce development.
• Proven ability to build a successful team and oversee team members' individual development.
• Relational strength – able to quickly build rapport with a variety of people.
• Strong communication skills, to articulate the value of our program, deliver insights and manage difficult conversations.
• Ability to navigate ambiguous situations and to drive to clarity, with a mindset of building repeatable processes for the future
• Ability to quickly synthesize complex ideas, align them with business priorities, and devise actionable data-driven strategies to accomplish goals.
• Demonstrated experience in meeting and exceeding ambitious targets and taking ownership of key metrics for your team.
• Polished client management skills – you have composure and confidence in meetings with high-level leaders in businesses and state agencies.
• Have a passion for youth development and a curiosity about a wide range of 21st century career trajectories.
• Unwavering commitment to service and social justice; willing to engage with and support colleagues and partners in addressing systemic barriers to youth success; personal commitment to young people growing up in low-income communities.
• Fluency in Microsoft Office Suite, Google Suite and  Salesforce required.
• Be willing to undergo NYC Department of Education background screening.

The above statements are intended to describe the essential functions of the job being performed by employees assigned to this classification.  The duties listed are not to be construed as an exhaustive list of all responsibilities, duties, and skills required.  All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.  With the evolution of the organization and this role, the responsibilities of this position may change at any time.

Location:

CareerWise is a hybrid workplace. This position will be based out of our New York office with a minimum of three days per week in office.

Compensation:

The starting salary range for this role is: $100,000 - $110,000; this role is not covered by the minimum wage and overtime provisions of the FLSA. CareerWise offers a generous benefits package including group medical, dental, and vision plans, 401k, supplemental insurance, disability, parental leave, PTO, professional development stipend, and (pre-tax) commuter benefit

Sounds Interesting?

We look forward to connecting with you soon! In your cover letter, please answer these two questions:

1. Why are you interested in joining CareerWise?
2. What can you bring to this position?

CareerWise New York is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: CareerWise New York is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at CareerWise New York are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. CareerWise New York will not tolerate discrimination or harassment based on any of these characteristics. CareerWise New York encourages applicants of all ages. CareerWise New York is committed to building a diverse staff and encourages applications from people of color. If you need assistance or accommodation due to a disability, you may contact us at: careers@careerwisenewyork.org