Director of Customer Development

Civitas Learning

5d•$100,000 - $150,000•Remote

About The Position

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

Requirements

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

Responsibilities

Manage a portfolio of assigned accounts
Build long-term, advisor relationships with our customers
Successfully retain & expand their investment in Civitas products & services
Responsible for all growth opportunities within your assigned accounts
Liaise with cross-functional internal teams to manage the entire customer experience
Provide strategic guidance around adoption
Increase level of engagement across the institution
Ensure the customer is maximizing their ROI with Civitas products & services
Own the Success Planning process & oversee the execution of it
Oversee the renewals for assigned customers
Identify, engage and nurture President/Provost/C- level relationships built on trust, develop customer champions, and identify key stakeholders
Become the customer's strategic advisor who understands their challenges (at different levels) and can communicate the positive outcomes of working with Civitas
Negotiate renewal contracts that maximize growth & term length within account, including upsells, additional products and services (paid support, training, custom development etc)
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
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
Responsible for identifying highly qualified x-sell opportunities for additional products and services. Includes successful price increases during renewal period when applicable
Identify customers who have great success stories and potential as references for RFP’s, sales team needs and conference speakers

Benefits

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.