EAB Senior Director, Account Management (Technology) in Washington, United States
At EAB, our mission is to make education smarter and our communities stronger. We harness the collective power of more than 1,400 schools, colleges, and universities to uncover and apply proven practices and transformative insights. And since complex problems require multifaceted solutions, we work with each school differently to apply these insights through a customized blend of research, technology, and services. From kindergarten to college and beyond, EAB partners with education leaders, practitioners, and staff to accelerate progress and drive results across three key areas: enrollment management, student success, and institutional operations and strategy.
At EAB, we serve not only our members but each other—that's why we are always working to make sure our employees love their jobs and are invested in their community. See how we've been recognized for this dedication to our employees by checking out our recent awards.
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The Role in Brief:
Senior Director, Account Management (Technology)
Our staff represents EAB’s commercial division at colleges and universities. We hire persuasive communicators with strong negotiation skills, who are comfortable listening to Presidents, Deans, Provosts, or Procurement contacts to map commercial strategy to members’ needs.
This hire will be responsible for contract renewal for a portfolio of roughly $20M per fiscal year.
There is a strong preference for this role to be based in Washington, D.C. Exceptionally well-qualified remote candidates may be considered as well.
Industry and Content Knowledge:
Develop and maintain general knowledge of major players in higher ed industry
Understand EAB’s point of view on industry issues
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
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 strategy
Master contractual review with members
Successfully navigate contractual review and respond to member questions
Effectively communicate urgency
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
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 (i.e., 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
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
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%)
Conduct contract strategy & compliance reporting
Identify commercial trends including programmatic trends
Run monthly renewal performance reporting
Maintain updated health grades and renewal projections
Prepare for visits and calls
Maintain Salesforce data integrity and compliance
Bachelor’s Degree from an accredited College/University
Ability to communicate effectively, both oral and written, with senior executives
Willingness to travel up to 30%
Valid Driver’s License
Proven team collaboration experience
Must possess a minimum of 8+ years' full-time experience including at least 3 of the following qualifications:
Client management experience
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
Consistent with our belief that our employees are our most valuable resource, EAB offers a competitive benefits package.
Medical, dental, and vision insurance, dependents eligible
401(k) retirement plan with company match
Daytime leave policy for community service or fitness activities (up to 10 hours a month each)
Wellness programs including gym discounts and incentives to promote healthy living
Dynamic growth opportunities with merit-based promotion philosophy
Benefits kick in day one, see the full details here.
At EAB, we believe that to fulfill our mission to “make education smarter and our communities stronger” we need team members who bring a diversity of perspectives to the table and a workplace where each team member is valued, respected and heard.
To that end, EAB is an Equal Opportunity Employer, and we make employment decisions on the basis of qualifications, merit and business need. We don’t discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.