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About the Role
Campus Connect Group operates a portfolio of software businesses serving private post-secondary education. We are looking for a Director of Account Management to lead a small team, own client health, and ensure efficient resolution of client requests, minimizing the need for scarce engineering resources. This is a management role focused on escalations and team development.
Responsibilities
- Manage a team of three to four account managers, overseeing workload distribution, coaching, one-to-ones, and performance.
- Develop and own a client health dashboard, reporting monthly to the executive team on key metrics like open items, aging, escalations, and satisfaction.
- Collaborate with the Technical Product Manager to define the commercial weighting of the backlog, aligning client needs with business value.
- Ensure request quality at the source, holding the team accountable for complete submissions and returning incomplete requests.
- Drive client self-service initiatives through tooling and training to reduce reliance on developers.
- Implement proactive client communication strategies for declines, delays, and revised timelines.
Requirements
- Five or more years in account management or customer success in B2B SaaS.
- At least two years of experience managing a team.
- Demonstrated data-driven approach with experience building or owning a client health, retention, or support dashboard.
- Process design experience, including creating or improving escalation, onboarding, or support workflows.
- Proven track record of delegation, including work distribution and setting team standards.
- Sufficient technical literacy to triage requests (configuration, defect, feature).
- Extensive experience with Zoho Desk or a comparable platform, including configuration capabilities.
Skills
- Account Management
- Customer Success
- Team Leadership
- Data Analysis
- Dashboard Creation
- Process Improvement
- Delegation
- Technical Triage
- Zoho Desk Configuration
Experience Level
- Management
- 5+ years in account management/customer success
- 2+ years managing a team
About the Company
- Campus Connect Group operates a portfolio of software businesses serving private post-secondary education.
- One of our operating companies supports around ninety institutional clients on a platform for admissions, student records, and communications.