Director of Customer Development

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Requirements:

• Bachelor’s degree or higher
• Minimum 12 years of relevant professional work experience in EdTech, at an institution of higher education (university or college in the United States), or a combination of both.
• Comfort with preparing and delivering formal executive business reviews to senior-level executives (AVP/VP/C-suite executives)
• Confident challenging & leading customers; does not shy away or avoid direct conversations; takes action to escalate concerns or risks (early) to the customers’ senior-level executives as well as to key internal stakeholders at Civitas Learning
• 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 using Google Suite (Gmail, Docs, Sheets, Slides, etc.)
• Ability to quickly learn and adapt to new technologies to support efficient workflows
• Experience with cross functional team coordination
• Experience using Salesforce, Slack, and Outreach

Responsibilities:

• 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