Director of Customer Development
Civitas Learning is looking for a Director of Customer Development who can manage a portfolio of assigned accounts, build long-term, advisor relationships with our customers and successfully retain & expand their investment in Civitas products & services. You will be responsible for all growth opportunities within your assigned accounts and you need to be comfortable selling the value of Civitas to your customers at all times. You will liaise with cross-functional internal teams to manage the entire customer experience, provide strategic guidance around adoption, increase level of engagement across the institution and ultimately ensure the customer is maximizing their ROI with Civitas products & services. The Dir, of CD will own the Success Planning process & oversee the execution of it, along with the renewals for assigned customers.
Establish Relationships: Identify, engage and nurture President/Provost/C- level relationships built on trust, develop customer champions, and identify key stakeholders.
Strategic Partner: Become the customer's strategic advisor who understands their challenges (at different levels) and can communicate the positive outcomes of working with Civitas.
Retention: Negotiate renewal contracts that maximize growth & term length within account, including upsells, additional products and services (paid support, training, custom development etc)
Success Plan: Identify strategic goals tied to student outcomes (based on customer feedback and knowledge of account). Create a plan (based on actions) that leverages the use of Civitas products & services to directly impact those outcomes. Provide management/oversight on execution of plan through agreed upon timeline, by leveraging internal resources/teams and utilizing our in house domain experts to support customers progress as outlined in the Success Plan. Successful Success Planning and execution will be measured by the health of the relationship, maximizing the customers ROI and the successful renewal of the contract.
SFDC: Manage and track KPI’s and all contract data in SFDC – including customer health score, all meeting notes, stage, cross-team communications, renewal and x-sell/upsell commitments, accurately report ACV and close dates
Growth: Responsible for identifying highly qualified x-sell opportunities for additional products and services. Includes successful price increases during renewal period when applicable
Success Stories: Identify customers who have great success stories and potential as references for RFP’s, sales team needs and conference speakers
WHAT WE ARE LOOKING FOR:
- 12+ years of relevant work experience at US university or college, preferred leadership or team management experience in Student Success, Enrollment Management, IR, Data Analysis, DEI etc
- Comfort with preparing and delivering formal executive business reviews to senior-level executives (AVP/VP/C-level executives)
- Confident challenging & leading customers; does not shy away or avoid direct conversations, takes action to escalate concerns or risks (early) to customer ATL as well as internally to VP of CD and other key stakeholders
- Problem solver, who looks for opportunities to be proactive rather than reactive when it comes to our customers
- Ability to work effectively against timeline and milestone management and juggle 15-20 +/- accounts and their needs simultaneously
- Experience with cross functional team coordination
- Experience using Salesforce and Google Applications (Docs, Sheets, Slides)
- Bachelor’s degree or higher; and relevant experience
- Competitive salary
- Full benefits (paid medical, dental, vision, 401k match)
- 100% remote work environment w/ the ability to work from anywhere (availability during U.S. business hours required)
- Unlimited, flexible PTO
- Every other Friday off
- Monthly stipend for home office, professional development, or wellness expenses
- Semi-annual pay review and adjustments based on market rates
- Generous parental leave policy
- Inclusive reimbursement fund for reproductive health, adoption, or gender affirmation treatment
- The opportunity to make a difference in the lives of an outstanding group of colleagues across the world.
WHY WE LOVE WHAT WE DO
At Civitas Learning, we seek to help colleges and universities apply their vast student data to maximize institutional impact and improve the student outcomes that matter most.
Civitas Learning’s flexible, all-in-one Student Impact Platform creates actionable insights that surface in a connected workflow, enabling higher education institutions to pinpoint students at risk of missing important milestones, explain why, take action, and evaluate which policies and programs are making a difference. With adaptable analytics based on models built for each institution and higher education expertise, we empower leaders and teams to turn insights into action to support students in reaching their full potential
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