Senior Director, Account Management (Technology)
Institution in the Education sector. Industry and Content Knowledge: External Develop and maintain general knowledge of major players in higher ed industry Understand EAB's point of view on industry issues Internal Develop general knowledge of EAB offerings (across Research, Tech, and Enrollment Services) and more specific knowledge of Technology offerings Share member intelligence with key internal stakeholders to foster a more collaborative and connected service and commercial approach Member Knowledge: Develop knowledge of each assigned member's contracting process, budget cycle, and decision-making process and players Understand member internal politics and key influencers Understand member financial situation and incorporate into renewal strategyCommunication: External Master contractual review with members Successfully navigate contractual review and respond to member questions Effectively communicate urgency Internal Build productive partnership and collaboration with Technology Strategic Leaders and other members of Strategic Leader (SL) teams across business lines Build productive partnership and collaboration with other commercial teams including research renewals and all sales teams Collaborate as needed across other divisions, including Syndicated Research and Technology Delivery Share best practices/scripting/collateral with other members of the Commercial team to improve renewal outcomes Risk Identification & Mitigation: Lead monthly commercial line-by-line meetings with senior leadership to identify renewal risks and cohort trends across the Technology business Identify and update renewal health grade based on input from SL during renewal meetings and manage ongoing updates Review member health metrics for an objective perspective in Technology and escalate to SLs appropriately Strategically develop and execute on diagnostic call strategy, ensuring all decisions have a diagnostic conversation at least 12 months prior to decision Escalate members service and value concerns identified via renewal conversations to Technology Delivery team Commercial Strategy: Own commercial strategy including pricing, contract length, etc., in close partnership with the Deal Desk and Strategy & Operations teams; incorporate historical data Identify renewal trends through look-backs and incorporate into renewal strategy and process improvements moving forward Generate ideas for how to increase our renewal rate performance beyond the current goals, including contract term levers (ie, price and length) Create outreach strategy and organization of in-person and phone interactions Understand firm revenue and accrual processes and incorporate knowledge into commercial strategies Develop and execute on concession strategies in partnership with Deal Desk Renewal/Contracting Process: Identify individuals involved in contract renewal process Create and send contracts, complying with departmental campaigns and protocols Conduct key renewal decision conversations (may require travel onsite) Develop an understanding of budgeting and approval processes at member institutions in order to accurately track and project revenue Secure annual renewal of membership contracts and corresponding service terms (realize PI, term length goals) Facilitate membership continuation and timely contract execution to ensure no interruption of service Effectively manage renewal pipeline, achieving pacing targets in accordance with department goals Growth Mindset: Leverage member renewal conversation to identify portfolio growth opportunities Be a 1EAB agent, passing leads and teeing up/facilitating introductions Hit annual and semi-annual targets Time in market (via phone): 60-70% Travel expectation (in person): Limited (10-30%) Business Reporting: Conduct contract strategy & compliance reporting Identify commercial trends including programmatic trends Run monthly renewal performance reporting Maintain updated health grades and renewal projections Administration: Proven negotiation skills. Demonstrated listening skills. Experience managing multiple clients. Proven ability to meet monthly, quarterly, and annual financial goals. Proven experience managing multiple, competing priorities. Experience finding multiple solutions to complex problems. Ability to successfully overcome challenges or obstacles. Experience developing personal organization tactics to meet business goals. Ability to work independently and within a team environment. Demonstrated knowledge of higher education subject matter.