Director of Client Success

SUMMARY:

As the Director of Client Success, you will play a pivotal role in managing and cultivating relationships between AllCampus and our partners. Your primary focus will be supporting newly-onboarded and existing employer partners, and ensuring seamless coordination between internal teams to deliver exceptional service. This role requires a strategic thinker with strong interpersonal skills and a passion for fostering mutually beneficial partnerships.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Drive successful partnerships that make every client thrive and value our impact.

Strategy:

• Understand client needs and expectations
• Develop client success playbooks:
• • Create customized success plans for each client based on their unique needs and objectives.
  • Outline specific milestones, deliverables, and timelines to track progress effectively.
• Define client management strategies and frameworks
• Build engagement tactics to grow accounts and deliver value
• Take a proactive approach to client management by anticipating client needs and identifying opportunities for promotional integration and upselling
• Continuously iterate and improve

Relationship Management:

• Cultivate and strengthen relationships with key stakeholders within employer, channel, and solution partner organizations.
• Collaborate on strategic initiatives to grow and expand partnerships, ensuring long-term sustainability.
• Act as a liaison between partners and internal teams to address evolving needs and align with partner objectives.
• Partnership utilization among channel partners by reviewing data and making data-informed recommendations to internal marketing personnel that drive marketing spend within our allotted annual budget.
• Capability to recognize potential avenues for expanding into new program areas
• Develop and implement strategies to proactively address potential issues and mitigate risks to client satisfaction.

Onboarding New Partners:

• Support newly onboarded partners to ensure satisfaction from partnership onset and set up long-term relationships for success.
• Coordinate internal team training to ensure smooth partner support from inception.
• Conduct onboarding sessions to familiarize new partners with our programs, services, and discount networks.
• Develop and present editorial calendar for promotional plans to enhance offering awareness

Supporting Current Partners:

• Act as the main point of contact for existing partners, providing ongoing support and addressing any inquiries or concerns.
• Proactively engage with partners to identify areas for improvement and ensure their satisfaction.
• Strategize, and implement strategies, that address high-potential strategies and enhance value proposition for current partners.

• Internal Coordination:
• • Coordinate cross-functional team work (e.g., technical, marketing, and enrollment advising) to coordinate the successful onboarding and ongoing support of partners.
  • Keep internal documentation organized, including partner agreements, communication records, and project plans.
• Data Management and Reporting:
• • Support establishment of a robust system for gathering and sharing relevant data with partners.
  • Provide regular reports on key metrics, including but not limited to employee interest, program applications, registrations, and cost savings through the discount network.
  • Utilize data insights to identify opportunities for TATR optimization.

Metrics for Success

• Program Engagement Metrics: Monitor the number of participants, applications, registrations, and graduates from partner companies, with an aim to grow these year-over-year.
• Cost Savings: Calculate the total cost savings achieved by partner companies through our discount network, with an aim to increase savings through increased enrollments year-over-year.
• Customer Satisfaction: Collect feedback from partners through surveys or direct communication to gauge satisfaction levels, and document efforts to improve partner satisfaction.
• Revenue Growth: Evaluate the contribution of corporate partnerships to overall company revenue by measuring TATR utilization, with an aim to increase annual corporate partnership wallet share.
• Relationship Management: Develop and deploy a cadence for partnership engagement strategies, including monitoring marketing communications (e.g., newsletters) and structuring and executing regular business review meetings appropriate to each partners’ alignment to our ICP and tailored to mutual needs.
• Strategize Cross-Selling & Upselling Opportunities: Identify, document, and pursue high-potential opportunities to expand services and strengthen existing partnerships.

EDUCATION AND EXPERIENCE an equivalent combination of education, training and experience will be considered.

• Bachelor's degree in education, business, or a related field. Graduate degree preferred.
• Proven experience in B2B account management, client success, corporate partnerships, or business development.
• Ability to guide and persuade clients to adopt initiatives and strategies. 
• Strong client success track record with stellar communication and interpersonal skills.
• Data-driven mindset with experience in analyzing and presenting metrics.
• Proficiency in CRM tools and client management software.
• Strong organizational skills. 

Additional Skills (Preferred):

• Knowledge of the employee benefits, education benefits, or HR SaaS solutions.
• Previous experience in managing cross-functional teams.
• Ability to adapt to a dynamic work environment and implement innovative solutions.

The salary range for this position is $90,000-$114,000.

AllCampus is committed to creating a culture that is inclusive of race, age, gender or gender identity, ethnicity, religion, nationality, sexual orientation, physical ability, military veteran status and other backgrounds. We continually strive to grow and support our diverse employee population. Read our statement on Diversity, Equity and Inclusion here.