Sr Dir, Sales, Marketing & Customer Solutions (Remote)

World Education Services•New York, NY

57d•$250,000 - $270,000•Remote

About The Position

The Sr. Director of Sales, Marketing and Customer Solutions will lead the key revenue-generating and customer and partner-facing functions within the Credential Evaluation division at WES: Business Development, Client Success, Marketing, and Customer Service. This is a key leadership position designed to drive sustainable growth, expand institutional partnerships, and elevate the end-to-end experience of both partner institutions and applicants, within a complex B2B2C ecosystem that includes government stakeholders, technology partners, various institutions and individual consumers. This role requires handling expanded enterprise complexity and experience in cross-functional leadership. Over time, Customer Service may transition to a standalone function, and this role will help guide this shift while maintaining a core focus on growth and client value.

Requirements

Strong commitment to the organization's mission and values.
Strategic operator with a bias for clarity, action, and accountability.
Builder of strong and trusted relationships, with institutions, customers, and internal partners alike, with a proven ability to develop rapport and influence.
Grounded leader who can navigate enterprise complexity without compromising growth focus, and translate this into clear and convincing narratives, plans and strategies.
Comfortable with structural change and willing to lead through evolution.
Ability to work both strategically and hands-on to deliver results.
Strong business acumen with a proven ability to translate sales and marketing activities into clear business outcomes and revenue impact.
10+ years of experience in growth-oriented roles, including senior leadership experience in business development, marketing, and customer-facing strategy.
Strong track record building and expanding institutional partnerships, ideally in education, nonprofit, or global services environments.
Deep understanding of digital marketing strategy, including performance channels, campaign optimization, funnel analytics, email marketing and Martech platforms. Able to connect marketing outputs to business outcomes.
Experience with lean team structures, vendor relationships, and performance-based marketing operations including experience of leading global, distributed and diverse teams and operating across matrixed organizations, fostering a collaborative and supportive environment.
Skilled in CRM management, digital strategy, and partnership lifecycle management.
Adept at managing transitional structures and able to lead in ambiguity while building toward future-state clarity.
Willingness to travel both domestically and internationally (~20% of the time), including occasional short-notice trips. Need to be comfortable in client-facing environments

Nice To Haves

MBA or equivalent experience preferred.
Experience in managing customer service teams.
Expertise in Salesforce strongly preferred.

Responsibilities

Lead Business Development, Marketing, and Customer Service to deliver resilient revenue growth in the business division as well as driving differentiated client and applicant experiences for our core product.
Translate WES's mission into a commercial strategy for the business division that balances revenue sustainability with global impact.
Shape short, mid, and long-term strategies across the customer lifecycle, from demand generation through to service and retention.
Build and expand partnerships with institutions, government agencies, and referral organizations across the US and Canada, in close collaboration with regional leadership.
Oversee the Client Success team managing a portfolio of 7,000+ institutional clients, ensuring high satisfaction, renewal and upsell performance.
Guide the creation of customer and client retention strategies to cement WES's leadership position in the credential evaluation field in an evolving market dynamic.
Define and track key metrics related to core product pipeline health, client retention, platform utilization and account growth.
Partner with the core product and digital teams to refine the B2B journey, ensuring strong alignment between offering, value delivery, and market expectations.
Drive alignment between business development, client success, and marketing to support full-funnel growth and long-term partner value.
Mature and scale the business division marketing function, with a focus on digital performance (SEO/AEO, paid channels), lead quality, and brand elevation.
Drive measurable increases in marketing-attributed revenue and retention for the core product through targeted B2B and B2C campaigns.
Guide Content strategy, Analytics, Martech stack optimization, and B2B/B2C persona development.
Provide strategic and operational oversight of the Customer Service function during a transition phase.
Improve support operations, digital responsiveness, and omni-channel experience (chat, email, social, phone) with a customer advocacy lens. Achieve optimal cost efficiency, consistent SLA adherence and enhanced customer experience.
Support a future structure in which Customer Service may spin off, ensuring a clean handoff and continued alignment on trust, retention, and feedback loops.
Collaborate across product, digital, and transformation teams on initiatives where business performance and mission delivery intersect.
Collaborate with enterprise-level functions to integrate business strategy with mission alignment, and ensure brand integrity and consistency while maintaining the accountability and focus of the business organization.
Represent the voice of the core business's clients and applicants in broader strategy discussions, while maintaining focused ownership over growth levers within the business division.
Build and manage a hybrid global organizational structure, leading internal leaders while managing vendor relationships, ensuring ongoing flawless execution.
Strengthen leadership depth and operational resilience through coaching, structure, and accountability.
Create a performance culture focused on clarity, autonomy, and enterprise contribution.

Benefits

Work-Life Harmony: We believe that success is all about maintaining balance. Enjoy the freedom of remote work and flexible scheduling, paired with generous time-off policies designed to assist you in maintaining a healthy equilibrium between your personal and professional commitments. Our comprehensive wellness programs and work environment are focused on fostering your well-being.
Rewards and Recognition: Your dedication and achievements are the cornerstone of our success. We recognize the importance of valuing your hard work which is why we offer competitive compensation, comprehensive benefits, and tangible rewards to celebrate your contributions.
Professional Growth and Development: We are committed to nurturing growth within our team, recognizing that growth is essential to providing opportunities for career advancement and ongoing professional development. To prioritize your learning and success, we invest in comprehensive training programs and offer tuition reimbursement opportunities. We promote a culture of continuous learning that empowers you to thrive and evolve in your career.
Innovation and Impact: Engage in work that directly transforms lives and empowers individuals and communities by expanding access to global educational and professional pathways. Join us in fostering a culture that values innovation, embraces new approaches, and leverages transformation to implement and drive impactful change.
Community and Connection: Our team is made up of individuals from different cultures and backgrounds who have varying perspectives and ideas. Our diverse workforce reflects the global community we serve, and we take pride in it. We are committed to fostering a workplace where everyone feels valued, respected, and included. Experience the power of connection by participating in a range of activities, including employee-led resource groups, town halls, collaborative team events, meaningful volunteer opportunities, and initiatives that promote equity, celebrate diversity, and cultivate a strong sense of belonging within our organization.

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