Associate Director of Client Success

Bachelor's degree in a related field or equivalent and 2 years of professional experience

• Moderate working knowledge of client relationship management, account management, or professional-services delivery practices.
• Ability to independently manage multiple moderately complex client engagements under general supervision.
• Ability to interpret statements of work, program budgets, institutional policies, and client commitments and apply them to engagement decisions.
• Demonstrated ability to analyze ambiguous situations, balance multiple or conflicting factors, and recommend appropriate courses of action.
• Ability to identify client and delivery risks, resolve issues within established authority, and develop recommendations for matters requiring escalation.
• Ability to lead cross-functional work and influence colleagues without direct supervisory authority.
• Ability to analyze client feedback and account information and translate findings into actionable recommendations.
• Experience using CRM and project-management systems to manage milestones, document decisions, and support reporting and forecasting.
  
  
  • Ability to mentor or provide functional guidance to entry-level and support professionals.
  
  
  
  
  

• Independently manage a portfolio of custom and strategic open enrollment clients following contract execution, serving as the primary relationship lead throughout the engagement lifecycle.
• Lead client kickoff meetings and establish engagement cadence, stakeholder responsibilities, and communication plan
• Assess client needs and manage competing or evolving priorities while maintaining alignment with approved objectives, scope, budgets, timelines, and success measures.
• Exercise independent judgment to resolve routine and moderately complex client issues within established policies and contractual parameters.
• Determine when an issue requires leadership involvement and present recommended solutions when escalation is necessary.
• Advise internal partners on client expectations, relationship risks, and actions needed to protect client satisfaction and program outcomes.

• Translate client objectives into defined program requirements, milestones, and planning inputs in partnership with learning design and program management.
• Own the client-facing engagement plan and monitor completion of significant milestones from kickoff through program closeout.
• Interpret statements of work, budgets, institutional policies, and client commitments to guide program planning and decision-making.
• Identify gaps, conflicts, and potential scope changes and develop recommendations for resolution.
• Coordinate faculty preparation and engagement in partnership with academic, learning design, and program-management colleagues.
• Independently manage the collection, review, and internal communication of client materials, participant information, and program requirements.
• Recommend adjustments to plans, timelines, and deliverables when changing circumstances could affect program quality or client satisfaction.

• Analyze the health, satisfaction, outcomes, and renewal potential of assigned client accounts.
• Develop account-retention and renewal recommendations in partnership with the Director of Business Development.
• Drive retention and renewal strategy for assigned client portfolio in partnership with the Director of Business Development
• Identify and qualify opportunities for repeat engagements, program extensions, additional participant audiences, and broader organizational partnerships.
• Prepare renewal strategies, scope recommendations, and relevant portions of proposals for returning clients
• Maintain ownership of client-transition and renewal milestones until the opportunity is formally transferred to or jointly managed with business development.

• Use Client Relationship Management (CRM) software to maintain accurate and timely records documenting client activity, decisions, risks, milestones, outcomes, and renewal opportunities.
• Analyze account information to assess engagement health, identify emerging risks, and recommend appropriate interventions.
• Produce portfolio reporting on client satisfaction, engagement status, program outcomes, retention performance, and renewal pipeline.
• Apply professional judgment to communicate significant risks, trends, and opportunities to business development and Executive Programs leadership.
• Recommend improvements to client-success reporting, CRM practices, and account-management processes.

• Lead client-facing post-program debriefs and independently assess feedback, outcomes, unmet needs, and future opportunities.
• Facilitate internal retrospectives with program management, learning design, faculty, and other partners.
• Synthesize qualitative and quantitative information to identify recurring themes and recommend program or client-service improvements.
• Monitor approved improvements and coordinate their implementation across future engagements.
• Partner with marketing/communications to capture testimonials, case examples, and approved client-facing success stories

• Provide functional guidance to program coordinators and other support professionals regarding client expectations, account-management practices, and engagement priorities.
• Mentor entry-level or developing staff in client communication, issue resolution, CRM documentation, and service standards.
• Lead cross-functional client account meetings and coordinate the work of contributors who do not report directly to the position.
• Responsible for other projects as assigned by the Director, based on economic conditions, business trends, and organizational needs and requirements