Access Success Leader - Westchester, United States - Follett Higher Education

Description

Course Materials

Full-time

We have multiple positions open and are looking for candidates in the -- Eastern - Central - Pacific Time Zones

#LI-DG1

Position Overview

This position is responsible for the account management, and program success of the Follett ACCESS IA and EA programs for multiple campuses/stores within assigned regionalized geographic groups. This position will also be responsible for Auditing & Compliance, Term-Over-Term Program Success (via the use of ACCESS RACI), Program Execution including assisting with Growth & Expansion Goals, Invoicing/Collection support, and assistance/support in the delivery of Willo integrations via publisher/faculty outreach. This position works collaboratively with the Follett ACCESS Support, Implementation, ACCESS Solutions Directors and Course Materials Market Managers and Store/Field Teams and with campus partners on training, product, and process improvements & execution and will report directly to an ACCESS Success Manager. Strong in self-governance, and cross-team collaboration. Demonstrates Follett Values -- One Team, People First, Inclusion, Do What's Right, Innovate & Create, and Own the Results.

Responsibilities

Auditing & Compliance and Term-Over-Term Program Execution:

• Ensures execution of RACI, and other tools and best practices to ensure successful preparation and execution of ACCESS program.
• A key contributor to supporting the adoption and delivery process of IA/EA course materials including physical and digital materials and supplies in collaboration with campus partners, store teams, course materials teams, and ACCESS sales and implementation teams.
• Partners with store/CMM team to secure and ingest adoptions for program courses in partnership with the faculty/publishers, and to ensure proper pricing and margin.
• Supports program inquiries for stores/campuses that fall within a given region.
• Works through complex operational issues that entail coordination of multiple teams ranging from, but not limited to, internal teams, campus IT, and publishers.
• Trains/supports store team, course materials partners, and other ACCESS team members with systems, processes, and execution of the ACCESS program.
• This position will also be responsible for Auditing & Compliance and addressing weekly audit reporting to proactively address execution opportunities including issues related to adoptions and pricing.

Relationship Management:

• Viewed as a trusted advisor relationship by key customer stakeholders and executive sponsors.
• Coordinates Follett ACCESS messaging with each of our campus partners.
• Collaborates with Follett ACCESS Solutions Directors, Implementation & Support teams, and CM regionalized leadership on program execution.
• Hosts regular touch base meetings and post-mortems with each campus, and the Follett ACCESS Operations & Implementation.
• Solicits feedback, formal and informal, from campus stakeholders -- administration, faculty, and students.
• Partners with ACCESS, CM, and Field teams to plan/identify future Access growth.
• Maintains publisher and faculty relationships -- including messaging/training on the delivery of the digital product and LMS setup with campus and growth of program for future terms as well as Willo integrations.

Program Success and Account Growth:

• Partners with store/campus team in developing and maintaining Communication & Support plans based on internal and external customer expectations and communicated program changes.
• Review program results, metrics, savings, and outcomes with contacts annually while also seeking continual feedback and process opportunities.
• Collaborate with ACCESS Solutions Directors, CM, and store teams on Growth & Expansion Goals.

Budget for this position: $48,000 - $55,000

• Previous experience in customer success or account management roles.
• Thought leader in the development, or enhancement, of service delivery processes to improve efficiency and ensure customer satisfaction.
• Excellent communication skills, both written and verbal, able to convey concepts and solve complex problems across multiple teams.
• Excellent organizational skills to ensure all campus programs are delivered without error and documented appropriately.
• Strong self-management against milestones and deliverables with a high degree of accountability and accuracy.
• Digital literacy with Microsoft Office Suite, especially Excel.
• Minimal travel, up to 10% annually.

Preferred

• Bachelor's Degree or equivalent.
• Multi-unit store operations, account management, and/or project management experience.
• Experience partnering with Follett and/or 3rd parties in product integrations within the LMS and SIS.
• Experience in academic technology and program operationalization to execution.
• Demonstrated knowledge of proprietary Follett systems, such as SAM, CARRR, RIM, and CourseTracks.
• Experience in Salesforce.

Equal opportunity employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.