As Associate Director/Director of Client Success Operations and Performance, you will play a pivotal role in ensuring the success of our college and university partners and the team that serves them. You will contribute to shaping, supporting, and scaling our Client Success delivery and performance consistently across offerings using technology and team resources designed to help clients achieve their goals.
Responsibilities:
- OKR Management: Support the Managing Director of Client Success in the execution of Client Success strategy and service. Support the development and management of Objectives and Key Results for the Client Success team, aligning them with the company's objectives, strategic goals, and client outcomes.
- Client Health Metrics: Maintain clear client health metrics and reporting mechanisms to track the leading indicators of the well-being of our partner relationships across services and use them to support ensuring we’re continually delivering value and return on investment.
- Renewals Process: Support the monitoring and tracking of our annual renewals process, collaborating closely with the Managing Director of Client Success, our finance team and clients, and supporting a seamless renewal experience that fosters long-term partnerships.
- Client Onboarding: Support the execution and continuously improve onboarding process and metrics that harmonize quality and speed – from prospect to MV views, and MV to financial aid and marketing services. Collaborate with the sales and data excellence teams to transition prospects and upsold clients seamlessly from contracting to onboarding and from onboarding to value and success. Oversee client kickoff meetings and manage the end-to-end process, ensuring adherence to critical timelines and milestones. Continuously assess internal and external client satisfaction and speed to value.
- Team Management: Lead, coach, and develop a team of Client Success Coordinators, providing guidance and support to ensure they deliver outstanding service and results to our directors and clients; and leverage the time and talent of our principals and subject matter experts on behalf of clients and directors in the most productive and supportive ways.
- Deepening Relationships: Support and contribute to the collaboration with the business development and marketing teams, and Directors to ensure all clients are aware of our additional services and their roadmaps and have ample opportunity to extend their relationships based on what their data and market position reveal.
- Structured Delivery Model: Support efforts to further shape a scalable, structured, and consistent delivery model for the Client Success team, ensuring that all services are provided efficiently and effectively. This includes the model for deepening our relationships with additional services.
- Community and Communication: Support our partnership with marketing to showcase and communicate proprietary trends, develop case studies, leverage events, and conduct webinars that demonstrate our unique value proposition and outcomes more broadly to our portfolio of clients.
- Process and Product Improvement: Advocate for Client Success in the continuous improvement of cross-functional processes (e.g., Data Excellence, Engineering, Marketing Ops) and in the Product roadmap development, prioritization, and delivery.
Minimum Requirements:
- Bachelor's degree in a relevant field.
- Proven experience in a leadership role within client success or customer service, preferably in the higher education or edtech industry.
- Related experience at a customer focused software-as-service business
- Strong knowledge of OKR management and performance metrics.
- Excellent communication and presentation skills.
- Exceptional team management and coaching abilities.
- Data-driven mindset and proficiency in data analysis tools.
Why MARKETview Education Partners?
The MARKETview team is united by a common passion to increase higher education access while improving the performance of colleges and universities and the educational outcomes for students and families. This is the spirit that drives every client partner relationship, as we serve the mission of each with an unwavering commitment to their goals and success. We are looking for equally passionate team members with a similar disposition and willingness to put the success of others – partners and teammates – before their own. If this is you, you’ll fit right in.
Job Type: Full-time, on-site
Location: Richmond, VA
Equal Opportunity
MARKETview is an equal opportunity employer. We are committed to building a diverse and inclusive environment for our employees and do not discriminate on the basis of any status protected under federal, state, or local law.
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Qualified candidates must be legally authorized to work in the United States without employer sponsorship for a work visa, both currently and in the future.