Director, Member Services
Common App
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $135,000 - $145,000 per year
Job Level
About the role
- Lead a dynamic team responsible for ensuring a high-quality experience for Common App members.
- Craft and implement a strategy to engage members that balances consultative and technical support approaches.
- Drive increased adoption and utilization of Common App products and services.
- Support the strategy and design of Illuminate, Common App’s annual conference.
- Provide oversight of other member-centric external engagement options and channels.
Requirements
- Candidates must live in the United States.
- Willing to travel to attend twice annual Common App Retreat.
- Bachelor’s degree in Business, Communications, Organizational leadership or a related field.
- 8-10 years of functional experience in ed tech consultative sales and service, national/regional account management or customer success management, or higher education admissions leadership or operations management.
- 6-8 years of experience managing sales and service teams.
- Knowledge of the higher education admissions cycle and the needs of member institutions.
- Experience using a consultative account management strategy or system.
- Strong organizational and management skills, preferably in a collaborative, team environment.
- Deep knowledge of best practices in account management and customer service.
- Outstanding people management knowledge and skills.
- Ability to effectively use data to assess policy and processes and identify changes to drive efficiency and effectiveness.
- Exceptional verbal and written communication and listening skills, including the ability to present and respond to questions from diverse audiences, internal and external, in a positive and concise manner.
- Proven track record of outstanding organizational and management skills, preferably in a collaborative, team environment.
- Outstanding organizational skills, keen attention to detail, and the ability to successfully prioritize and manage multiple projects and processes simultaneously in a collaborative team environment.
- Proven track record of creating and managing meaningful external engagement options to solicit stakeholder feedback, create advocates, and enhance Common App’s position in the market.
- Demonstrated ability to lead teams through organizational changes and transformations.
- Strong history of maintaining relationships with key stakeholders.
- Proven history of collaborating effectively with other departments to achieve shared objectives.
- Foster a culture of innovation and continuous improvement within the team.
- Proficient with Microsoft Office Suite, Google Suite, Salesforce, or related software.
Benefits
- Work-Life balance
- Virtual-first office
- Paid Time Off (PTO)
- Seven company-wide holidays
- Nine floating holidays*
- Sick leave
- Monthly mental health day
- Choice of PC of MAC laptop
- May choose an external monitor, keyboard, mouse, and/or headset
- One-time office set-up stipend
- Monthly remote work stipend
- Monthly mobile stipend
- Market-based salaries
- Performance-based bonus
- 403(b) retirement plan
- 5% company contribution
- additional 5% company match
- 3-year vesting schedule
- Participation may begin immediately
- Choice of two health insurance plans
- Health Savings Account, depending on health plan selection
- Medical Flexible Savings Account, depending on health plan selection
- Vision insurance
- Dental insurance
- Insurance coverage begins on the date of hire
- Dependent Care Flexible Spending Account
- Maven virtual clinic for women’s and family health
- Company provided life and ad&d insurance
- Opportunity to purchase additional life insurance for self, spouse, and dependents
- Company provided short and long-term disability insurance
- Budgeted annual funds for professional development
- Growth opportunities within the company
- Mutual of Omaha Employee Assistance Program
- Mutual of Omaha will preparation services
- Mutual of Omaha travel assistance
- Payroll dedication pet insurance through PinPaws
- 1Password family account
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
consultative account managementcustomer success managementaccount management best practicesdata analysis for policy assessmentproject managementorganizational leadershiphigher education admissions knowledgesales managementservice managementstakeholder engagement
Soft skills
organizational skillspeople managementcommunication skillscollaborationteam leadershipattention to detailstrategic thinkinginnovationproblem-solvingadaptability