Everspring, a leading provider of education technology and service solutions, is seeking an experienced professional with client/customer success background. We are adding a Vice President of Customer Success to our growing team of client managers. The role is responsible for overseeing a portfolio of university partnerships nationwide. This includes accountability for fostering strong relationships with key university stakeholders, coordinating service delivery across internal partners and functions, and delivering outstanding financial and operational results.
The role provides overarching project management for unique and complex technology-enabled services, including acting as a central point of communication for university partners, serving as a resource for Everspring's functional teams operating in a matrix environment, and identifying and resolving operational challenges.
This role reports to the EVP of Client Engagement and is located in Chicago, offering a hybrid work environment with 2 days required in-the-office every week.
The ideal candidate:
● Is an enthusiastic self-starter with strong leadership skills, who enjoys fast-paced environment, and is a consensus builder internally and externally.
● Has demonstrated success managing client relationships in complex technology and professional services implementations.
● Has an accountability mindset, enjoys taking ownership of difficult issues to successful resolution, while meeting the needs of a wide variety of stakeholders.
● Is a natural collaborator, with exceptional written, verbal, and presentation communication skills, including the confidence to organize and facilitate effective meetings with senior-level executive and university stakeholders.
Responsibilities:
Maximize university relationships
● Build strong and trusting relationships with key university stakeholders.
● Demonstrate subject matter expertise, competitive understanding, and thought leadership needed to become a trusted partner and advisor at multiple stakeholder levels.
● Develop and implement plans to maximize the financial and strategic value of university program portfolios.
● Ensure that strategic and performance goals are being delivered on all accounts, and that our university partners' needs are being met.
● Work with marketing and analytics peers to identify new program opportunities and expand existing partnerships.
Act as central point of communication and single point of escalation for service delivery issues
● Communicate strategic direction, key activities, and results to key stakeholders.
● Effectively communicate project milestones and accomplishments, highlighting Everspring's contributions to our clients' success.
● Plan and lead thought leadership meetings and communications to partners.
● Manage change requests and delivering difficult messages in a positive and effective manner both internally and externally, including acting as an internal advocate for our partners.
● Plan, prepare, and lead regular account reviews for Everspring executives that provide meaningful insight into service operations.
Provide overarching project management and performance accountability
● Define account strategies and build corresponding account plans and timetables.
● Translate strategic goals and objectives into clearly defined action steps and proposals.
● Monitor service delivery and track client requests to exceed targets and ensure successful service delivery.
● Manage and measure key project milestones and key performance indicators to meet strategic, performance, and client satisfaction goals, meeting or exceeding targets.
● Pre-emptively identify and resolve potential conflicts and challenges.
● Support functional leads in managing and delivering contractual and performance commitments. _ _
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_ Develop processes, materials, and support tools_
● Implement functional best practices to support exceptional client satisfaction outcomes.
● Track, analyze, and continuously improve metrics on service delivery, quality, and client satisfaction.
● Provide actionable information to functional leads to align services with client needs,
● Analyze, organize, and present performance data to deliver valuable and actionable insights to Everspring leadership and key university stakeholders.
Requirements:
● Bachelor's degree and 8+ years experience leading professional services delivery or sales.
● 5+ years of hands-on client engagement, client success, service delivery, and/or solutions sales to institutions and enterprise clients.
● Higher Education industry experience is preferred.
● Strong business acumen and demonstrated ability to achieve revenue and service targets.
● Proven account management skills and a track record of delivering outstanding results.
● Superior problem solving skills and project management ability, including experience working with multiple stakeholders and balancing business priorities.
● Exceptional communication skills: Including written, verbal, and presentation skills with the ability to develop high quality PowerPoint presentations.
● Well-developed negotiation and conflict management skills.
● Fluent in project management practices.
● Self-starter, with superior organizational ability and a demonstrable record of leading through influence across multiple levels and functions within a complex organization or institution.
● Demonstrated ability to meet challenging deadlines while delivering high quality work, with a rigorous attention to detail.
● A natural “people person,” comfortable with a wide range of internal and external stakeholders.
● Able to travel nationally up to 15-20% annually.
About Everspring
Everspring is a leading provider of education technology and service solutions. Our advanced technology, proven marketing approach, research-based instructional design services, and robust faculty support deliver outstanding outcomes for our university partners, powering their success online. Everspring offers a range of full-service turnkey solutions, as well as standalone single service offerings, and innovative self-service products that enable universities to establish and maintain themselves as leaders in the digital delivery of education.
Based in Chicago, Everspring serves a growing number of colleges and universities. Built In Chicago has named us one of the "Best Places to Work" in 2021, 2022 and 2023. We were also certified as a Great Place To Work® in 2022 and 2023. We offer benefits that include hybrid work arrangement, parental leave, health insurance, FSA, HSA dental, short term and long term disability, 401k with an employer match vested immediately, a generous PTO plan that accrues with tenure, professional development, paid parental leave program, education stipend, pet insurance and more! _
EEO Note:_
Everspring is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Everspring makes hiring decisions based solely on qualifications, merit, and business needs at the time.