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The Client Services Manager (CSM) position, located in Baltimore, MD, works under the direction of segment and team leadership to manage all assigned tasks related to the segment’s client-focused activities, including ensuring delivery of contracted services, contract management, and financial performance. Segment leadership may change client assignments based on business needs. The Client Services Manager collaborates with multiple business units within Prometric to provide support for segment programs. The Client Services Manager will also identify new business opportunities to drive revenue with existing and new clients; this involves client discovery, development of a value proposition, articulation of solution benefits and closing the sale. Client Services Manager should be skilled in project management tools and techniques and capable of leading cross-functional teams to accomplishing various client objectives. These services may include: test development and design; test administration and delivery; application processing, and data management. The Client Services Manager reports to a Team Leader in the assigned market segment.

Primary Responsibilities

  • Develop annual strategic account plans for segment portfolio
  • Collaborate with cross-functional team (involving internal staff and/or clients) for new/existing client program changes
  • Participate in annual contract reviews with clients as assigned by segment leadership
  • Prepare sales plans for new services in conjunction with team leaders
  • Prepare and present accurate test volume and revenue forecasts. Manage expenses to ensure profitability
  • Manage and participate in either annual or quarterly business reviews with clients to discuss performance and business drivers
  • Participate in industry conferences and events
  • Manage communications with client program representatives
  • Work cross functionally, directing the efforts of operations and functional staff to accomplish segment and company objectives

Additional Responsibilities

  • Achievement of program technical and cost objectives; responsible for managing the cost, schedule, and technical performance of program
  • Establishes milestones and monitors adherence to master plans and schedules
  • Proactively identifies program problems and opportunities, creating solutions, such as allocation of resources or changing contractual specifications
  • Plans, develops, and implements team policies and goals
  • Creates project plan(s) which includes process definition and risk management plan(s)
  • Organizes and coordinates activities of team that may include test development/publication, technology development, configuration management, channel operations planning and execution management, to effect program efficiency and economy
  • Tracks program progress and communicates to all levels of management
  • Communicates effectively with clients, project team, and management team; to include program review presentations, status reports, and scorecards
  • Review and provide input presentations
  • Identify and develop sales relationships
  • Support sales efforts of Account Managers

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Required Experience:

  • BA/BS Degree from a four-year college or university or 3 - 5 years related experience and/or training or equivalent combination of both education and experience
  • 3 - 5 years program or project management experience
  • Excellent oral and written communication skills; succinctly articulates business progress, issues, challenges, and resolutions
  • Proven client relations, project management, and time management and analytical skills to produce information in a concise and timely manner
  • Demonstrated success using project management tools and methods (e.g., Microsoft Project, Excel, Visio) work breakdown structures, issues management) to direct technology driven projects
  • Organized, able to manage multiple tasks with appropriate priorities
  • Assumes responsibility and ownership of work product and deliverables
  • Technical or product-oriented program experience preferred
  • Approximately 5-10% US travel may be required

Prometric is a trusted test development and delivery provider to more than 400 organizations worldwide. On their behalf, we securely deliver an average of 10 million exams per year to people who are seeking to improve their lives. Whether by starting a new career, further developing their skills to improve on an existing one, adding to their qualifications for a promotion, taking school entrance exams or simply for professional development, people taking tests want a reliable, convenient and hassle-free experience. Prometric serves as an industry gatekeeper, ensuring that people legitimately earn the credentials they seek to achieve, and thereby guaranteeing a fair testing experience for all who come through our doors.


Our decades of expertise in test development and delivery help organizations create and deliver exam programs that accurately measure the skills, knowledge and abilities they need to measure. We are a reliable partner who works closely with our clients to help determine their business requirements, as well as identify the goals of their test programs help. We provide the right blend of expertise, guidance, execution and customer service and can work to customize a unique solution that fits your specific needs.


We operate a secure network of approximately 10,000 test centers in more than 160 countries and have more than 15 global corporate offices scattered throughout the world. The solid foundation that supports this global network of technology, location and capability is people. There are thousands of employees, from our back office operations to the front desk at our test centers, who are all working tirelessly to make sure that a test program measures accurately, that it is delivered reliably and that test takers have a positive, welcoming and friendly experience at the test center.


Employment is contingent on the successful completion of our background check which includes criminal, education, employment, SS trace and may include an IRS security check, including criminal, tax compliance (current on tax obligations or arrangements in place.) Candidate must be eligible to work in the US.


Prometric is an Equal Opportunity Employer


To apply for this position, please go to our website at or apply directly to 443-455-6403.






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