The Associate Director of Relationship Management will lead, mentor, manage, and grow the entire account management team. He maintains overall responsibility for CampusEAIs clients in NASA, EMEA and APAC in terms of their retention, revenue generation, renewals and overall customer satisfaction.
PRIMARY RESPONSIBILITIES
TEAM MANAGEMENT and TRAINING
1.Responsible for managing, mentoring and training the RM team.
2.Responsible for hiring and firing.
3.Reviews and approves all major deliverables (i.e. strategic brief, function spec, tech spec, etc.), statements of work, agreements and quotes to ensure quality standards and client expectations are met.
4.Audits team activities and CW updates on a regular basis.
5.Responsible for Performance Appraisals.
6.Responsible for creating and managing (payouts, collating data and incentive reports) incentive structures for the RM team.
7.Scheduling and planning Friday training sessions and others as required.
REPORTING, PROJECTIONS and TARGET STRUCTURE
1.Leading the reporting to the ED and Leadership team.
2.Providing weekly dashboard reports and providing analysis and projections based on data.
3.Targets will be based on:
1.myCampus Conversions
2.New Business Revenue (through cross sells, up-sell and green field accounts.)
3.Retention Revenue (ensure payments are current)
4.Renewals Revenue
5.Red Account Conversions
6.Audit and Compliance of RM team
7.Customer Service Feedback
4.Provide monthly, quarterly and annual target projections and forecasts based on target structure above.
5.Provide important client feedback or information that would need to be discussed/addressed or acted on.
6.Conduct daily team reporting meetings and daily support meetings.
ESCALATIONS
1.Responsible for escalations in client communications, conflict resolution, and compliance on client deliverables and revenue.
2.Responsible for responding to alerts whenever a client system is down and making sure that the issue is being addressed by initiating CAMPUSEAI protocols and processes and ensuring that appropriate communication is being sent out to the client.
3.Escalating issues to the Executive Director when they are not being addressed or resolved.
4.Manage support related escalations.
STRATEGIC ACCOUNT MANAGEMENT
1.Directly responsible for managing CAMPUSEAIs strategic accounts.
2.Through analysis of Grant Application, schools IT Strategic plan and interactions with C level executives, identify sales strategy for each account/region/demography.
3.Provide account intelligence based on analysis of accounts (demographic/technology landscape etc)
4.Responsible for RFP responses.
CLIENT VISITS/TRAVEL
1.Will chalk out a client visit strategy for the team based on events, territory allocation and budget for the fiscal year.
2.Might need to travel on the fly based on certain client escalations and strategic nature of account.
MANAGING TEAM BUDGETS
1.Will be responsible for managing the overall budget for the team and will need to accommodate travel costs, team salaries, team events and team growth and hiring numbers based on the budget. The budget will be based on targets set for the year.
EVENTS AND MARKETING
1.Responsible for identifying and conceptualizing events/trainings that CAMPUSEAI should participate or initiate based on CAMPUSEAIs overall strategy and client requirements and feedback.
2.Responsible for planning and executing CAMPUSEAI events from an RM perspective such as:
a)CAMPUSEAI @ Educause
b)CAMPUSEAI Annual and Portlets Conference
c)CAMPUSEAI Regional Conferences
3.Ensuring that there is tight coordination with the CAMPUSEAI marketing team for press releases, important announcements and CAMPUSEAI Community engagement.
CUSTOMER SATISFACTION
1.Develop a CAMPUSEAI Customer feedback form that will be circulated to CAMPUSEAI members on a quarterly basis.
2.Collate and analyze feedback and initiate appropriate action/discussion internally.
3.Manage effectiveness of meetings and communication.
FINANCE and LEGAL COORDINATION
1.Providing the necessary data/reports to Finance for auditing and revenue recognition purposes.
2.Working with the finance team to address invoice and collection issues.
3.Addressing anomalies/deviations in finance/RM data.
4.Working closely with CAMPUSEAIs legal counsel on issues related to contracts, renewals, termination etc.
KNOWLEDGE AND SKILL REQUIREMENTS
1.Proven Account Management skills required in order to create, maintain and enhance customer relationships
2.Proven Team Management Skills
3.Ability to interact with C level executives both internally and externally.
4.Minimum 3 years of Account/project management experience
7.Motivated, goal oriented, persistent and a skilled negotiator
8.High level of initiative and work well in a team environment
9.Excellent written and oral communication skills
10.Handles stressful situations and deadline pressures well
11.Plans and carries out responsibilities with minimal direction
12.Masters degree in management
13.Work may require international travel to current and potential clients. This requires the possession of a valid passport within 60 days of employment.
14.Work requires willingness to work Eastern Standard Time (EST).
