Director of Account Management

Campus Connect, Inc • Toronto, ON

8d

About The Position

Campus Connect Group operates a portfolio of software businesses serving private post-secondary education. One of our operating companies supports around ninety institutional clients on a platform they use to run admissions, student records, and communications. We are looking for a Director of Account Management to run that function as a measured discipline rather than as reactive support. You will lead a small team, own client health as something visible and reported rather than anecdotal, and make sure your team resolves what it can without using scarce engineering capacity. This is a management role first. The person in it should be handling escalations and developing the team, not personally holding a queue of client requests.

Requirements

• Five or more years in account management or customer success in B2B SaaS.
• At least two years of experience managing a team.
• A data-driven approach, evidenced by experience building or owning a client health, retention, or support dashboard and the ability to explain metric choices.
• Process design experience, including creating or improving an escalation, onboarding, or support workflow and describing the results.
• A track record of delegation, including experience distributing work and setting standards for a team.
• Sufficient technical literacy to triage requests (distinguish configuration requests from defects from feature requests).
• Extensive experience with Zoho Desk or a comparable platform for tracking and driving throughput, including the ability to configure the platform.

Nice To Haves

• Experience in education technology or selling to institutions with procurement cycles and compliance obligations.
• Experience establishing self-service or client portal capabilities.

Responsibilities

• Manage a team of three to four account managers, including workload distribution, coaching, one-to-ones, and performance.
• Develop and maintain a client health dashboard, reporting monthly to the executive team on metrics such as open items by account weighted by revenue, aging, escalations, and satisfaction.
• Collaborate with the Technical Product Manager to define the commercial weighting of the backlog, providing input on client needs and their value.
• Ensure request quality at the source by holding the team accountable for the completeness of submitted requests.
• Drive client self-service initiatives by growing the share of incoming requests that do not require developer intervention through tooling and training.
• Implement proactive client communication strategies, including timely delivery of information regarding declines, delays, and revised timelines.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed