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Client Success Manager—Higher Education Enrollment

Location

Remote—must be based in the United States of America 

About Enrollment Builders

One enrollment equals one story. The heart of Enrollment Builders is filled with stories of real people fulfilling their dream of earning a college degree. Through experience, empowerment, and science, Enrollment Builders helps higher education institutions grow enrollment one story at a time.

Summary

Through authentic relationships with Clients, the Client Success Manager (CSM) ensures that both the Enrollment Builders (EB) team and our Clients meet and exceed expectations. The CSM serves as a trusted advisor to our Clients, leading them to self-discover and buy into the necessary work that will produce success. The ideal applicant understands the “long-view” of Client engagement and the power of a cohesive experience throughout the life of a 12- to 24-month contract with EB. 

Key Responsibilities and Requirements

The Client Success Manager is the primary liaison between Enrollment Builders and our Clients. You will be the expert on every aspect of each Client’s account. Your primary goal is to ensure Clients experience the full value of EB, which will lead to a high retention rate. 

Account Management

  • Meet regularly with EB’s leadership and the core Client team to review, reflect, and strategize about how to improve the relationship and serve the Client
  • Analyze and interpret what behaviors and patterns make Clients successful and more likely to renew their contracts
  • Oversee all Client contracts and contract renewals; provide quality control on all accounts
  • Identify new, valuable opportunities that would benefit the Client; recommend and “up-sell” EB services as appropriate 
  • Seek Client feedback on the company’s performance  
  • Seek Client feedback to determine their perception of themselves (as outlined in The Challenger Sale and The Challenger Customer
  • Own the presentation of deliverables to the Client and the internal timing of critical steps required to meet deadlines 
  • Prepare, coordinate, confirm, and facilitate all Client calls
  • Continually monitor Client health, knowing exactly where each client's performance stands on a weekly, monthly, and contract-to-date basis; always know if a Client is on-track or off-track to achieve their short- and long-term goals
  • Escalate Client issues daily until they are resolved
  • Service new Client requests by working with the internal EB team and providing feedback to the Client within 48 hours of the request
  • Ensure that information flows seamlessly between the Agents/Admissions Counselors, Company, and Client 
  • Assume leadership responsibilities among the internal team and assist in the growth of other EB team members to better serve our Clients
  • Assist in creating coaching tools and documentation, including documenting and revising playbooks, tools, worksheets, KPI trackers, etc.

The CSM is also an expert on Enrollment Builders and knows our company and our business inside and out. You will know: 

  • What services we offer, how we deliver them, and how and when to recommend these services by building them into Clients' plans
  • What content we are publishing; you will work with the Content Manager to regularly contribute to public- and Client-facing outlets
  • How to kickoff agreements on other teams (and your role in doing that), and how to set other teams up for success 
  • Trends and best practices in all aspects of higher education admissions, marketing, and lead generation
  • EB branding and style best practices

Experiences (Required)

  • At least two years working with higher education institutions and their leadership and staff in an admissions, enrollment, marketing, or similar setting
  • At least two years managing external vendors, contractors, and similar relationships for or with higher ed institutions

Skills (Required)

The ideal candidate will possess experience in and a full understanding of Contact Center operations, the higher education admissions process, and Client management. Other required experiences include:

  • CRM and communication software platforms (HubSpot, Omnistream, G-Suite, Slack, etc.)
  • Best practices for client website/application, lead sources, reporting, security standards, automation, conversion rate optimization, and proformas
  • Customer service, process development, sales enablement, Client management, and sales technology
  • Clear and concise written, video, and verbal communication skills

Traits (Required)

  • Embraces change and thrives on leading innovation efforts in a fast-paced environment
  • Identifies as a lifelong learner and regularly consumes teaching about leadership, conversational marketing, conversion strategy, and similar topics, especially those from the organizations and authors named below
  • Solves problems creatively, with optimism and confidence
  • Possesses a high level of self-awareness; proactive rather than reactive
  • Seeks ongoing self-improvement; solicits feedback from the team, the company, and our Clients/prospects, in order to identify blind spots, biases, and gaps in knowledge
  • Is comfortable providing candid feedback to others in order to help them grow 

Experiences (Strongly Preferred)

Working knowledge of the business leadership practices outlined in the following resources: 

Benefits

  • Annual salary range is $60,000 - $70,000
  • Medical, dental, and vision coverage
  • Paid holidays and PTO
  • 401k (no match)


Our Culture

At Enrollment Builders, you'll work with a dedicated team of creative, compassionate professionals who love helping students discover their purposes.

You'll work from the remote location of your choosing, but you'll be a valued and integral member of the company. Embracing a culture that prioritizes authentic relationships, we host regular events that allow all to know and be known, including virtual coffee chats, online Pictionary games, and annual in-person staff retreats (as health conditions permit) at the beautiful Kentucky horse farm where we are headquartered.

Always striving to educate and empower the Enrollment Builders team, our leaders provide ongoing professional training, encourage transparent and honest conversation, and inspire everyone to perform beyond the status quo.

Only considering applicants based in the United States of America. 

*PLEASE NOTE: A cover letter is required to apply for this position. 

 
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