Common App, a mission-driven non-profit dedicated to access, equity, and integrity in college admissions, is hiring a Director, Member Services. You will lead a dynamic team responsible for ensuring all current Common App members have a high-quality experience that maximizes the value of their use of Common App. You will craft and implement a strategy to engage members that balances consultative and technical support approaches to drive increased adoption and utilization of our products and services.
What You'll Do
- Lead a team responsible for ensuring all current Common App members have a high-quality experience.
- Craft and implement a strategy to engage members using consultative and technical support approaches.
- Drive increased adoption and utilization of Common App products and services.
- Support the strategy and design of Illuminate, Common App’s annual conference.
- Provide oversight of other member-centric external engagement options and channels.
- Foster a culture of innovation and continuous improvement within the team.
What We're Looking For
- Candidates must live in the United States.
- Willing to travel to attend twice annual Common App Retreat.
- Bachelor’s degree in Business, Communications, Organizational leadership or a related field.
- 8-10 years of functional experience in ed tech consultative sales and service, national/regional account management or customer success management, or higher education admissions leadership or operations management.
- 6-8 years of experience managing sales and service teams.
- Knowledge of the higher education admissions cycle and the needs of member institutions.
- Experience using a consultative account management strategy or system.
- Strong organizational and management skills, preferably in a collaborative, team environment.
- Deep knowledge of best practices in account management and customer service.
- Outstanding people management knowledge and skills.
- Ability to effectively use data to assess policy and processes and identify changes to drive efficiency and effectiveness.
- Exceptional verbal and written communication and listening skills, including the ability to present and respond to questions from diverse audiences.
- Proven track record of outstanding organizational and management skills, preferably in a collaborative, team environment.
- Outstanding organizational skills, keen attention to detail, and the ability to successfully prioritize and manage multiple projects and processes simultaneously in a collaborative team environment.
- Proven track record of creating and managing meaningful external engagement options to solicit stakeholder feedback, create advocates, and enhance Common App’s position in the market.
- Demonstrated ability to lead teams through organizational changes and transformations.
- Strong history of and maintaining relationships with key stakeholders.
- Proven history of collaborating effectively with other departments to achieve shared objectives.
- Proficient with Microsoft Office Suite, Google Suite, Salesforce, or related software.
Nice to Have
- Experience in sales or service of higher education enrollment products or services.
- Experience using ed tech products and services in higher education.
- Experience designing and implementing stakeholder engagement channels such as conferences, events, or communities.
- A passion for higher education is a plus.
Technical Stack
- Microsoft Office Suite
- Google Suite
- Salesforce
Team & Environment
This is a key role within the Member Success division, reporting to the Senior Director of Member Success. You will join a diverse, collaborative, team-oriented, and creative environment where each person feels encouraged to contribute.
Benefits & Compensation
- Compensation: $135,000 - $145,000
- Performance-based bonus
- Market-based salaries
- 403(b) retirement plan with 5% company contribution and additional 5% company match
- Virtual-first office
- Choice of PC or MAC laptop, external monitor, keyboard, mouse, and/or headset
- One-time office set-up stipend
- Monthly remote work stipend
- Monthly mobile stipend
- Paid Time Off (PTO)
- Seven company-wide holidays
- Nine floating holidays*
- Sick leave
- Monthly mental health day
- Choice of two health insurance plans
- Health Savings Account
- Medical Flexible Savings Account
- Vision insurance
- Dental insurance
- Dependent Care Flexible Spending Account
- Maven virtual clinic for women’s and family health
- Company provided life and AD&D insurance
- Opportunity to purchase additional life insurance
- Company provided short and long-term disability insurance
- Budgeted annual funds for professional development
- Growth opportunities within the company
- Mutual of Omaha Employee Assistance Program
- Mutual of Omaha will preparation services
- Mutual of Omaha travel assistance
- Payroll dedication pet insurance through PinPaws
- 1Password family account
Work Mode
This is a U.S. Based Remote Opportunity. Candidates must live in the United States.
Common App is an equal opportunity employer.
