Client Success Director

At Liaison, we’ve helped higher education institutions build better, more diverse classes for three decades. You may recognize us as the company behind the Centralized Application Service (CAS), Enrollment Marketing services and platform (EMP), SlideRoom, Time2Track, TargetX (CRM) and Othot.Everything we do is focused on taking that proven success and expanding its scope and scale. Over 31,000 programs on more than 1,000 campuses see us as a forward-thinking partner integral to meeting their total enrollment goals — and we’re building the data- and mission-driven team that will reinforce our role for decades to come.The Client Success Director is responsible for building strong relationships and leading institutions to successful strategic use of Othot Solutions. Focal areas include project management, analytic understanding, training, and platform consultation.Responsibilities:Manage all client journey activities through implementation, adoption, value recognition, and expansion in an assigned client portfolioEstablish a strategic advisor relationship with all clients and drive continued value with our products and services toward success objectivesEnsure increased adoption, satisfaction, and retention are achievedStrategize and establish critical goals, key performance indicators, and project plans to achieve success for your assigned clientsSupport new business growth through client advocacy and market collaborationDrive expansion by managing renewals, up-sell, and cross-sell opportunitiesIdentify opportunities for continuous improvement and support ad-hoc projects as identifiedPosition Requirements:Bachelor’s degree5+ years of direct higher education experience, preferably in strategic enrollment management, marketing communications, and/or financial aid management3+ years of customer success, project management, or relevant experience preferredProven ability to drive continuous value of product(s), preferably with product(s) that include technology and analytics elementsStrong empathy for clients and ability to manage relationships through credibility, persuasion, negotiation, and consensusDeep understanding of value drivers in recurring revenue business modelsDetail oriented and analytical with a demonstrated desire for continuous improvementAbility to collaborate as a team player and succeed as a self-starterThrives in a multitasking environment and can manage dynamic prioritiesExcellent written and verbal communication and presentation skillsProficiency with MS Office suite, Salesforce, Pendo, or related customer relationship management systems and customer support applications

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