About Us: Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world’s most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries around the world. With over three decades of experience working with clients of all sizes across a multitude of industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere.
JOB TITLE: Client Relationship Manager
REPORTS TO: Sr. Manager, K-12 Strategic Projects
DEPARTMENT: K-12 Prometric Pathways
LOCATION: Remote
The K‑12 Client Relationship Manager serves as dedicated a client champion and trusted advisor, responsible for building strong, enduring partnerships that drive client satisfaction, retention, and long-term growth within the K-12 Prometric Pathways business. Acting as the voice of the client within K-12 Prometric Pathways, the Client Relationship Manager ensures alignment across teams, proactively manages the client experience, and identifies opportunities to strengthen value delivery.
The primary measure of success in this role is the timely and successful completion of client renewals. This role develops deep relationships with key stakeholders, anticipates client needs, and orchestrates cross-functional resources to ensure service excellence. The Client Relationship Manager plays a central role in driving renewals, mitigating risk, and positioning Prometric as a strategic partner.
COMPANY BACKGROUND
Prometric (www.prometric.com) is a trusted test development and delivery provider to more than 300 organizations worldwide. 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.
Key Responsibilities
Client Renewals & Retention (Primary Focus)
Own the end‑to‑end renewal process for assigned K‑12 clients, ensuring contracts are renewed accurately and on time.
Partner with the K-12 leadership team to align on renewal timelines, value messaging, and growth opportunities.
Identify and surface expansion opportunities that emerge from ongoing client interactions and ensure proper internal coordination.
Monitor competitive activity and proactively position Prometric’s differentiated value.
Client Relationship Management
Serve as the primary advocate for assigned K-12 clients, ensuring their goals and priorities are clearly understood and represented internally.
Build and maintain strong, trust-based relationships with client stakeholders at multiple levels, including state, district, and school level accounts.
Establish a consistent cadence of engagement (business reviews, performance discussions, executive touchpoints) to strengthen partnership and increase renewal likelihood.
Proactively identify and address client concerns before they escalate, maintaining high satisfaction and loyalty.
Organizational Alignment & Service Delivery Oversight
Partner cross-functionally within K-12 Prometric Pathways and the greater company to ensure consistent, high-quality delivery.
Track and ensure fulfillment of contractual commitments, service‑level agreements (SLAs), and key deliverables.
Elevate client feedback and insights to inform continuous service improvement.
Client Management & Operational Excellence
Support forecasting and pipeline visibility in partnership with K-12 leadership.
Maintain accurate account documentation, renewal tracking, and opportunity management within Salesforce and related systems.
Provide structured updates and reporting to both clients and internal leadership.
Required Qualifications
BA/BS degree or equivalent combination of education and professional experience.
2 years of experience in a client‑facing, project coordination, program support, or customer service role.
Experience in K-12 environments and understanding of how K-12 instructional systems operate.
Willingness to ask questions, seek clarification, and engage constructively in conversations to ensure shared understanding.
Strong organizational skills with the ability to manage multiple accounts and competing priorities.
Exceptional written and verbal communication skills, with the ability to engage both operational and executive audiences.
Experience working with SLAs, contracts, and performance metrics.
Ability to navigate cross-functional environments and influence without direct authority.
Occasional travel (less than 30%).
Preferred Qualifications
3 years of experience in client success, account management, customer advocacy, or relationship management roles managing complex service solutions or comparable experience.
Demonstrated success building long-term client relationships with school district executives and driving renewals.
Proficiency with CRM systems (e.g., Salesforce).
Prometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.
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