Director of Customer Success Professional Development (Virtual)

Do not pass up this chance, apply quickly if your experience and skills match what is in the following description.

General Information

Location : US-AZ - Phoenix

US-AZ - Phoenix

Position Type : Full Time

Full Time

Virtual Eligible : Job Category :

Job Category : Administration

Administration

Ref # : 6919

6919

Description and Requirements

At the University of Phoenix, we are committed to the future of work by providing a fully remote, work-from-home environment.

This strategy enables us to attract top talent nationwide, promoting a diverse and inclusive workforce. Are you looking for a rewarding and fulfilling position that offers challenging work and the opportunity to make a significant impact while collaborating with a team of fun, innovative individuals?

Would you prefer to work with an organization that positively contributes to the world? If so, we would love to hear from you!

Are you searching for a rewarding, fulfilling position that offers challenging work and the ability to make a big impact while working side-by-side with a team of fun, innovative people?

Ideally, would you like this position to be with an organization that makes a positive contribution to the world? If so we would love to hear from you!

About Us

University of Phoenix is a leading higher education institution founded in 1976 by Dr. John Sperling. Our mission is to improve the lives of our students, their families and future generations through higher education.

Our values (which hopefully you share) are : Brave. Honest. Focused.

Our University values and embraces all team members and their unique perspectives. We fundamentally believe in fostering an environment which deeply respects, celebrates, and actively encourages a diverse workforce.

We are committed to hiring and learning from those who share our passion to help others achieve their educational aspirations.

We offer excellent benefits, an effective recognition program, and outstanding learning and development tools, including tuition vouchers for employees and their qualified family members.

About the Position

The Director Customer Success, Professional Development (PD) takes charge of customer relationships from proposal creation until a contract reaches its conclusion and plays a pivotal role in fostering the satisfaction, retention, loyalty, and expansion of our business clients.

The individual serves as the principal liaison for customers, advocating for their needs and becoming a wellspring of insights that fuel product improvements.

The Director Customer Success, PD collaborates with various teams, such as sales, product, marketing, customer support, and curriculum development, to ensure that customer needs are addressed.

The individual is primarily focused on ensuring that our business clients achieve a substantial return on investment (ROI), underlining the importance of meeting and exceeding their anticipated outcomes.

WHAT YOU’LL DO :

1. Oversee client onboarding, ensuring seamless integration and the right connections with team members at crucial junctures.

Establish success metrics with customers and monitor customer health indicators to identify and address any accounts that may be at risk.

2. Collaborate with sales, product teams, customer support, and curriculum developers to ensure customer expectations are exceeded.

Coordinate with project manager to deliver on project milestones and uphold customer expectations.

3. Lead implementation training sessions to empower clients with the knowledge to use our product effectively. Conduct product demonstrations for both prospects and existing clients when necessary.

4. Regularly provide support and conduct business reviews to identify areas for customer growth and timely interventions.

Drive contract renewals and explore upselling avenues in collaboration with sales and project management teams, reviewing proposals and SOWs to ensure expectations are clear, meet customer needs, and are aligned with product capabilities.

5. Organize and lead customer user groups and advisory boards to foster community and gather valuable feedback.

6. Perform other duties as required or apparent.

NOTE : The Primary Accountabilities above are intended to describe the general content and requirements of the position and are not intended to be an exhaustive statement of duties.

Incumbents may perform all or most of the Primary Accountabilities listed above. Specific goals or responsibilities will be documented in incumbents’ performance objectives as outlined by the incumbents’ immediate manager.

Supervisory Responsibilities

None

MINIMUM EDUCATION AND RELATED WORK EXPERIENCE :

• Bachelor’s degree in business or related
• 5 years of influencing and / or interfacing with customers

ADDITIONAL QUALIFICATIONS :

• Master’s Business Administration
• Management experience in a customer-facing environment
• Project management experience, including tracking deliverables and maintaining deadlines
• Understanding of higher education and training industry, especially in a B2B context
• Experience with implementation or operationalizing plans, processes, and solutions
• Sales experience
• Problem-solving and strategic thought leadership that facilitates a proficiency in addressing challenges and strategically steering customer success
• Committed to delivering outstanding service to customers
• Strong communication, presentation and engagement skills when addressing public audiences
• Skilled in organizing, prioritizing, and managing projects efficiently
• Adept at interpreting data and translating insights into action
• Strong keen sales acumen with a focus on outcomes

LI-SM1

As an Equal Opportunity employer, we particularly encourage applications from members of historically underrepresented racial / ethnic groups, women, individuals with disabilities, veterans, LGBTQ community members, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community.

If you are an active-duty military member seeking employment when off-duty, compliance with Department of Defense Joint Ethics Regulation, 5500-7-R, is required prior to starting employment with University of Phoenix.

You are advised to contact your base Judge Advocate General to seek such approval and answer any questions.

Pay Range

The annual pay range for this position is $84,200 (minimum), $127,200 (midpoint), and $170,200 (maximum).*

Typical hiring range is between the minimum and midpoint of the above pay range. Actual starting base pay may vary based on factors such as education, experience, skills, location and budget.

Individuals in this role are eligible for :

Annual Bonus Award

Your work is critical to helping adult learners achieve their dreams, and we’re committed to rewarding you for your efforts.

We offer a competitive, comprehensive total rewards package designed to help you achieve your health, financial, educational and work-life balance goals.

Full-time employees are eligible for :

• Medical, dental and vision plans; Flexible Spending Accounts; Health Savings Accounts; Life and Disability insurance; and our Wellness incentive program;
• Competitive 401(k) employer match;
• Substantial tuition discount for you and eligible dependents; and,
• A generous time off package, including paid vacation, sick time and company holidays.*
• For more details around paid time off benefits, please click here.

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