Director of Customer Development

Director of Customer Development

Civitas Learning is looking for a highly professional and confident individual to join our Customer Development team. As a Director of Customer Development, you will manage a portfolio of assigned accounts, build long-term, advisor relationships with our customers and successfully retain & expand their investment in Civitas Learning products & services. While not on the sales team, you will be responsible for all growth opportunities within your assigned accounts and you need to be comfortable selling the value of Civitas Learning to your customers at all times. You will liaise with cross-functional internal teams to manage the entire customer experience, provide strategic guidance around adoption, increase level of engagement across the institution, and ultimately ensure the customer is maximizing their ROI with Civitas products & services. The Director of Customer Development will own the Success Planning process & oversee the execution of it, along with the renewals for assigned customers.

What you will do as a Director of Customer Development:

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

WHAT WE ARE LOOKING FOR:

Required:

• 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

Preferred:

• Professional work experience serving in a leadership or team management role at an institution of higher education (university or college in the United States) in Student Success, Academic Affairs, Enrollment Management, Institutional Research, Data Analysis, or DEI
• Experience using Salesforce, Slack, and Outreach

WHAT YOU’LL GET:

• Competitive salary
• Full benefits (paid medical, dental, vision, 401k match)
• 100% remote work environment with the ability to work from anywhere (availability during U.S. business hours required)
• Unlimited, flexible PTO
• Every other Friday off
• Monthly stipend for home office, professional development, or wellness expenses
• Generous parental leave policy
• Inclusive reimbursement fund for reproductive health, adoption, or gender affirmation treatment