Director of Commercial Operations

BibliU•Greenville, TX

3d•Remote

About The Position

As BibliU’s Director of Commercial Operations you will be responsible for managing and growing our digital margins and revenues at existing customers along with ensuring a smooth customer operations experience. This role reports directly to the COO and leads three teams: 1) US Customer Operations; 2) Course material optimization; and, 3) Change management and adoption. A total of approximately 5 direct reports plus their extended teams. This is a senior US-based role in the BibliU operations leadership team and requires extensive commercial and customer operations experience including contract negotiations, pricing strategy, upsell and churn reduction.

Requirements

Extensive experience of US commercial and customer operations
Extensive experience of contract management and pricing negotiations
US based
Evidence of net cARR optimisation in a SAAS platform
Strong experience of people management and team leadership
Experience driving upsell at a digital SAAS business

Responsibilities

Digital net cARR optimisation, growing content margins semester by semester
Digital margins protection and growth with a focus on strengthening EA margins
Digital conversion revenue growth including piloting and leading innovative approaches to accelerate digital conversions and increase EBITDA
Ensuring that customers with contracted digital adoption %s hit those numbers.
OER adoption and upsell
Course material market share growth at existing customers, testing B2C strategies at very low market share, access programme-resistant customers.
Billing and remittance support (where checks and customer conversations are required)
Booklist management support and adoptions tool training for administrators and faculty
Churn reduction (target < 5% PA)
Change program consultancy, training and adoption
Onboarding of new digital customers