Associate Director, Strategic Customer Success

About EAB

At EAB, our mission is to make education smarter and our communities stronger. We work with more than 2,800 institutions to drive transformative change through data-driven insights and best-in-class capabilities. From kindergarten to college to career, EAB partners with leaders and practitioners to accelerate progress and drive results across enrollment, student success, institutional strategy, data analytics, and advancement. We work with each partner differently, tailoring our portfolio of research, technology, and marketing and enrollment solutions to meet the unique needs of every leadership team, as well as the students and employees they serve.

At EAB, we serve not only our partner institutions but each other—that's why we are always working to make sure our employees love their jobs and are invested in their communities. See how we've been recognized for this dedication to our employees by checking out our recent awards.

For more information, visit our Careers page.

The Role in Brief:

Associate Director, Audience Generation Partner Success

Combined under the Audience Generation pillar of EAB’s Enroll360 suite of Products and Solutions, the Audience Generation Partner Success Team is responsible for managing the relationships and growth of the combined Products partner base of nearly 1,000 colleges and universities across North America. Partner Success Managers (PSMs) work directly with senior enrollment executives and leaders to manage the commercial and service delivery aspects of an assigned set of accounts, managing contract renewals, upgrades, and cross-product sales, while providing strategic oversight of product delivery.

This hire may be based in Richmond, VA, or Washington, D.C.

This opportunity is listed as “Associate Director, Strategic Customer Success” for posting purposes; the official and internal title of this hire is expected to be “Associate Director, Audience Generation Partner Success” to align with business norms.

Primary Responsibilities:

Commercial Responsibilities:

• Foster relationships with key decision makers and main points of contact at assigned pool of partner institutions and proactively manage these relationships throughout the year to maximize the value and reach of Enroll360 Products
• Set and manage strategic communication and engagement plan for partner calls and meetings across enrollment cycle to monitor enrollment trends, facilitate performance tracking of product(s), and identify opportunities for product expansion
• Develop and manage product growth and expansion strategy across assigned pool of accounts, including management of qualified leads from marketing and other commercial teams
• Create and manage renewal and upgrade contracting process, from proposal creation to partner execution, while maintaining EAB contract standards (price adherence, term length, etc.) and hitting overall revenue targets
• Develop an understanding of budgeting and contract approval processes at partner institutions in order to accurately track and project revenue
• Participate in regular revenue tracking meetings with manager and senior leadership to communicate growth opportunities, renewal risks, and cohort trends, and generate plan / strategy for how to achieve revenue goals across the assigned pool of accounts
• Synthesize and communicate partner challenges, interests, and ‘hot topics’ to manager and broader team on regular basis to support product development and improvement strategy
• Understand partner’s strategic enrollment goals and coordinate with Enroll360 and other EAB sales leaders to cultivate sales leads and opportunities

Service Responsibilities:

• Ensure proper activation and engagement with contracted Enroll360 products and services to best support partner’s enrollment goals and initiatives
• Communicate progress, outcomes, partnership vision, and strategic recommendations to partners regularly; minimum quarterly and up to monthly with key contact(s)
• Collaborate with internal teams to manage inbound support and data requests and turn them into partner improvement opportunities
• Communicate key service offerings and deliverables in an organized and strategic manner to key contacts at partner institutions
• Oversee and execute partner onboarding process starting with new sales hand-off; conduct welcome call and support services team with product activation
• Provide input on business strategy and department-wide initiatives, such as the product development roadmap or utilization and marketing campaigns
• As required, travel to partner institutions to participate in onsite presentations and/or conduct key renewal decision conversations
• Maintain Salesforce data integrity and compliance

Travel expectations:

• 15-20%

Basic Qualifications:

• Bachelor’s degree
• 5+ years of relevant professional experience, including experience with responsibility for sales, account management, and relationship management
• Excellent communication (written, oral, interpersonal), presentation, and relationship building skills
• Proficiency in the Microsoft Office suite of products
• Understanding of, or ability to quickly learn, Salesforce.com
• Comfort with thinking creatively and ability to take ownership and drive results
• Passion for helping students find their best-fit college and achieve their higher education dreams, helping colleges reach their enrollment goals, and living the EAB mission of making education smarter and our communities stronger

Ideal Qualifications:

• 2+ years documented at or above quota sales performance for renewal/new business or solution-sales in a competitive market
• Experience in the higher education industry, including prior knowledge of Enroll360 products, including experience representing product offerings to drive enrollment success
• Experience with online and/or print marketing sales
• Commitment to embracing a continual learning environment and contributing to a dynamic and welcoming culture of fairness, authenticity, and belonging in support of EAB’s mission, values, and aspiration.

If you’ve reached this section of the job description and are unsure of whether to apply, please do! At EAB, we welcome new perspectives and learn from each other’s unique experiences. We would encourage you to submit an application if this is a role you would be passionate about doing every day.

Compensation:

The anticipated starting salary (base) range for this role is $69,500 - $89,000 per year. Actual salary varies due to factors that may include but not be limited to relevant experience, skills, and location. At EAB, it is not typical for an individual to be hired at or near the top of the starting salary range for their role.

This hire will additionally be eligible for discretionary bonus or incentive compensation. Variable compensation may depend on various factors, such as individual and organizational performance. 

Benefits:

Consistent with our belief that our employees are our most valuable resource, EAB offers a competitive and inclusive benefits package. Our benefits currently include:

• Medical, dental, and vision insurance plans; dependents and domestic partners eligible
• 20+ days of PTO annually, in addition to paid firm and floating holidays
• Daytime leave policy for community service and flextime for fitness activities (up to 10 hours per month each)
• 401(k) retirement savings plan with annual discretionary company matching contribution
• Health savings account, healthcare and dependent care flexible spending account, and pre-tax commuter plans
• Employee assistance program with counseling services and resources available to all employees and immediate family
• Wellness programs including gym discounts, incentives to promote healthy living, and family access to the leading app for sleep, meditation, and relaxation
• Fertility treatment coverage and adoption or surrogacy assistance
• Paid parental leave with phase back to work program for birthing and non-birthing parents
• Access to milk shipping service to support nursing employees during business travel
• Discounted pet health insurance coverage for dog and cat family members
• Company-provided life, AD&D, and disability insurance
• Financial wellness resources and membership in a robust employee discount program
• Access to employee resource groups, merit-based advancement, and dynamic professional growth opportunities

Benefits kick in day one; learn more at eab.com/careers/benefits.

This opening is not eligible for visa sponsorship at this time; EAB will thus consider candidates who possess U.S. work authorization that does not require employment-based visa sponsorship now or in the future.

At EAB, we believe that to fulfill our mission to “make education smarter and our communities stronger” we need team members who bring a diversity of perspectives to the table and are committed to fostering a workplace where each team member is valued, respected and heard.

To that end, EAB is an Equal Opportunity Employer, and we make employment decisions on the basis of qualifications, merit and business need. We don’t discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.

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