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Director, Connections Customer Success

Company

The College Board
Address , Remote
Employment type FULL_TIME
Salary
Expires 2023-06-24
Posted at 1 year ago
Job Description
Director, Connections Customer Success
College Board - BigFuture
Remote
About the Team
The Recruitment and Enrollment Solutions (RES) team is made up of 16 dedicated professionals with a laser focus on the sales and support of College Board’s market leading Search solutions. Through consultative sales and customer success management methodologies, we serve over 1,500 institutions each year, helping them to optimize their use of Search to realize their desired outcomes and objectives. The RES team also engages with the leading enrollment consultant groups that work with our client institutions.
About the Opportunity
As our Director, Connections Customer Success, you are contributing to the recruitment and enrollment solutions experience for our users. You will be designing the onboarding experience for an exciting new feature called Connections that will launch fall 2023, and you will be responsible for building and leading the team that will execute on that design. You are motivated and excited about the opportunity to support new solutions and pathways in an ever-changing educational landscape. You are a collaborative partner to internal stakeholders as we align to connect the dots between Higher Education trends and our solutions.
In this role, you will:
Onboarding and Implementation (60%)
  • In partnership with the VP, Recruitment and Enrollment Solutions (RES) and internal stakeholders, use deep understanding of the competitive market and internal structure to design and orchestrate a multi-faceted user experience plan in support of Connections
  • Design onboarding, implementation, and trainings for users
  • Retain and renew customers and drive new revenue within existing accounts by providing users with excellent onboarding and implementation experiences
Staff development and deployment (30%)
  • Manage staff, provide coaching, and/or assist in training staff
  • Manage unit budget and control expenses
  • Create an overall staffing plan to support the designed user experience
Third Party Management (10%)
  • Identify one or more content providers to serve users seeking additional support
  • Maintain strong relationships with College Board’s network of managed enrollment consultants
  • Design systems and processes that facilitate the involvement of users’ third-party enrollment vendors
About You
You have:
  • Adept problem-solving skills, including using data to inform decisions and actions
  • Excellent verbal and written communication skills, including facilitating meetings and presenting remotely and in-person to groups of 15 or more
  • Knowledge of the enrollment issues faced by Higher Ed institutions today with a strong working knowledge of College Board Programs that will meet the needs of those institutions
  • Bachelor’s degree is required
  • Experience working with cross-functional teams (e.g., sales, product, marketing, customer service) with a keen focus on solving customer challenges
  • Established technical competence with CRMs, ideally systems used for college/university admission recruitment e.g., Slate, Salesforce.com, etc.
  • Direct experience managing comms flow for an organization or Higher Ed institution
  • Strong organization and prioritization skills and the proven ability to move forward multiple projects in concert, both independently and as a member of the team
  • 5+ years of demonstrated expertise in the area of creating and managing an effective onboarding experience, preferably in Higher Education
About Our Benefits and Compensation
College Board offers a strong compensation and benefits package that attracts top talent looking to make a difference in education.
  • We reward performance through annual bonuses and provide opportunities for salary growth over time through base compensation increases, merit raises and promotions.
  • Each salary offer is determined carefully using internal and external benchmarking and adjusting for the candidate’s location. You will have an opportunity to discuss salary in more detail after you begin the application process.
  • We believe in compensating staff members fairly in relation to each other, their qualifications, and their impact. The salary range for a new employee in this position is $80,000-$130,000. The salary offer of an individual candidate within this range is specific to their location and qualifications.
  • Our robust benefits package includes health, dental, and vision insurance, tuition assistance, paid time off, paid parental leave, retirement benefits with a generous matching program, and more.
As a self-sustaining non-profit organization with global impact, College Board offers a job that matters, a team that cares, and a place to learn, innovate and thrive!
About Our Culture
  • Our community matters, and we strive to practice and improve our culture daily. Here are some headlines:
  • We prioritize building a diverse and inclusive team where every employee can thrive, and every voice is heard
  • We welcome staff to join any or all six of our affinity groups: ARISE (Alliance for Asian Retention, Inclusion, Success, and Engagement; DIASPORA (Alliance for Pan-African Success and Achievement); Pride (alliance for LGBTQ+ staff and allies); Resilience (alliance for Native staff and advocates); SALSA (Staff Alliance for Latinx Success and Achievement); and WIN (Women’s Impact Network)
  • We value learning and growth; we offer formal and informal ways to lead through your superpowers, sharpen your strengths, and meet your development goals
  • We are motivated to positively impact the educational and career trajectories of millions of students a year

About the Process
  • Interview Process Includes: Resume and Application; Recruiter Phone Screen; Hiring Manager Interview; Panel Interview and performance task; Reference Checks (approximately 6-8 week process)

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