Education Managing Director, Client Success

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Requirements:

• Bachelor’s degree
• 10+ years of experience in leadership or management roles, focusing on retention or client success or account management
• Successful experience in at least one large-scale transformational team initiative in an education or corporate business environment.
• Track record of leading high performing teams to achieve goals during times of transformational change
• Experience in K-12 education or professional services environments is highly desirable.
• Proven problem-solving and strategic thinking skills
• Strong interpersonal and communication skills with an emphasis on mentoring and performance management
• Proficiency with Salesforce.com or similar CRM platforms
• Ability to thrive in a fast-paced, growth-oriented environment
• Master’s degree

Responsibilities:

• Develop and execute programs that enhance team capability in building long-term client relationships ensuring clients achieve measurable outcomes with FranklinCovey's solutions
• Drive the evolution of the team beyond providing exceptional service such that they have capability to take full ownership of client management and retention.
• Cultivate a team-centric environment focused on delivering client outcomes.
• Collaborate cross-functionally with Coaches and Client Partners to align strategies with company objectives, fostering a stewardship mindset in the team.
• Enhance client satisfaction and foster long-term relationships through innovative strategies.
• Embody and demonstrate FranklinCovey’s core values, focusing on lasting client impact and personal growth.
• Establish clear expectations, provide coaching, and celebrate team/individual achievements tied to client outcomes and retention goals.
• Provide ongoing feedback and mentorship to improve team’s client engagement and effectiveness.
• Responsible for hiring, onboarding, ensuring alignment of team objectives with organizational goals.
• Applies the 4 Disciplines of Execution (4DX) to maintain focus on Wildly Important Goals (WIGs) and lead measures.
• Exceed revenue targets through add-on services, and foster a team-centric environment dedicated to client success
• Drive client retention by aligning team efforts with client success metrics and measurable outcomes.
• Partner with Education Success team members to ensure client satisfaction, loyalty, and measurable impact through FranklinCovey’s solutions.
• Implement strategies that prioritize client outcomes and long-term relationship growth
• Promote a proactive approach to client success by anticipating needs and delivering tailored solutions.
• Demonstrate remarkable ability to build trust and rapport with clients.
• Ensures events and client engagements are optimized for maximum impact, including pre-planning and follow-up.
• Strengthens client loyalty through consistent communication and delivering results-driven solutions.
• Develop and continuously refine forecast models based upon comprehensive client success metrics and engagement pipelines.
• Deliver strategic insights and updates on client progress, identifying retention risks, and uncovering growth opportunities.
• Communicate impactful insights by preparing and presenting detailed reports that highlight client impact, retention trends, and strategic recommendations for improvement.