Director of Customer Development

As the Director of Customer Development at Civitas Learning, you will manage a portfolio of accounts, establish relationships with customer leaders, negotiate renewal contracts, create success plans, and oversee their execution. Moreover, you will identify opportunities to expand our partnership by offering additional products and services, ensuring clients maximize their ROI from Civitas's solutions.

To qualify for the Director of Customer Development position at Civitas Learning, you should possess a Bachelor’s degree and a minimum of 12 years of relevant experience in EdTech or at a higher education institution. Strong communication skills, particularly in presenting to C-suite executives, as well as experience in managing multiple accounts simultaneously, are crucial to performing well in this role.

As a remote Director of Customer Development with Civitas Learning, you will enjoy a flexible work environment where you can strategize from anywhere, provided you're available during U.S. business hours. The company supports work-life balance through unlimited PTO, additional time off every other Friday, and a monthly stipend for home office expenses.

The Director of Customer Development is pivotal in driving the success of Civitas Learning’s mission by building lasting relationships with clients, ensuring they leverage our data-driven solutions effectively, and facilitating positive outcomes in student success. This role directly influences how institutions adopt and benefit from Civitas's innovative platforms, ultimately leading to improved educational results.

In the Director of Customer Development role at Civitas Learning, you not only have the chance to expand your strategic skills by managing multiple key accounts but also to spearhead innovative initiatives that enhance client relationships. You will be involved in upselling and expanding product offerings, and your success stories will contribute to empowerment initiatives across educational institutions, opening pathways for leadership roles in the future.

To build strong relationships, it's essential to be proactive and genuine. Understand their goals and challenges and establish trust through consistent communication. Regularly check in, provide insights tailored to their needs, and celebrate their successes to foster lasting partnerships.

In a successful negotiation, I ensured understanding by focusing on the client's needs while clearly articulating the value our products can bring. By preparing thoroughly and maintaining flexibility, I forged a renewal contract that not only satisfied the client’s goals but also included strategic upsells.

I prioritize education and support by creating tailored success plans and providing ongoing training. I also ensure regular touchpoints to discuss challenges and progress, making adjustments based on feedback to help clients utilize the technology effectively.

I prioritize organization by setting clear goals and timelines for each account. Utilizing tools such as CRM systems allows me to track interactions and deadlines effectively, ensuring that I can provide timely support tailored to each client's needs.

Customer engagement means actively fostering ongoing connections and interactions that enhance their experience with our solutions. This involves understanding their evolving needs, providing timely support, and encouraging feedback to improve services and solutions continuously.

Handling a dissatisfied client starts with listening actively to their concerns. I would empathize with their situation, clarify misunderstandings, and work collaboratively to find a resolution that meets their unmet needs, thereby rebuilding trust and satisfaction.

I find utilizing CRM tools essential for tracking client interactions and managing KPIs. Additionally, communication apps like Slack facilitate seamless collaboration, allowing easy sharing of updates and resources with internal teams to ensure clients receive the best possible support.

I've developed success plans by first analyzing client goals and aligning them with our products' capabilities. Regularly reviewing these plans ensures we stay on track and adapt strategies based on evolving needs and outcomes to drive satisfaction and success.

I would initiate a conversation with the customer to understand their concerns, focusing on the value they receive from our products. By addressing any issues, providing tailored solutions, and demonstrating potential growth opportunities, I could work on strategies to retain their business.

I regularly read industry publications, attend webinars, and network with other professionals to stay informed about emerging trends in EdTech. Engaging with the EdTech community allows me to share insights and best practices that benefit our partnerships.