Dir Customer Relationships

Follett Higher Education•Westchester, IL

About The Position

Follett Higher Education is a leading educational service provider and omnichannel retailer, providing students, faculty, staff, parents, and fans with the course materials, learning tools, and retail services needed to successfully support the collegiate journey. Follett Higher Education supports over 6 million students through its 1,100 physical and 1,750 eCommerce campus stores across North America. The Director of Customer Relationships - Two-Year Colleges serves as the primary owner of contract health, retention, and renewal success for a portfolio of community and technical college partners. Embedded within Follett's Field Organization, this role acts as a strategic partner to the Regional Manager (RM) and Group Vice President (GVP) and is accountable for defending existing contracts, proactively managing institutional risk, and driving renewal readiness through strong, year-round relationships. This role exists to shift Follett's two-year strategy from reactive renewals to proactive, relationship-led retention. By deeply understanding institutional priorities and aligning Follett's retail, course materials, and digital solutions accordingly, the Director strengthens trust, accelerates issue resolution, and positions Follett as a long-term strategic partner.

Requirements

Bachelor's degree required; Master's degree in Business, Higher Education, or related field preferred.
7+ years of progressive experience in customer Relationships, account management, field leadership, or higher education partnerships.
Strong understanding of course material adoptions, Access programs, and institutional decision-making dynamics.
Demonstrated success in driving contract retention, customer satisfaction, and strategic growth in a multi-site or field-based environment.
Exceptional relationship-building, communication, and influence skills at all organizational levels.
Analytical mindset with the ability to translate data into action and strategy.
Willingness to travel regularly within the assigned territory. 10%-50% travel.
Advanced computer skills.

Nice To Haves

Deep understanding of the community college landscape and its evolving needs.
Proven ability to navigate complex stakeholder environments and lead through influence.
Experience operating in ambiguity while maintaining clear accountability and focus.
Passion for education, equity, and delivering value through long-term partnerships.