Director, Customer Engagement and Strategic Partnerships – Leading Educational Experience through Innovative Customer Solutions

Introduction to blithequark

For over eight decades, blithequark has been at the forefront of education and professional advancement, pioneering innovative solutions that transform lives. As a global leader at the intersection of education and technology, we pride ourselves on fostering a culture of collaboration, innovation, and creativity. Our mission is to deliver a best-in-class educational experience, making blithequark an exceptional place to work and grow. We are now seeking a highly skilled and experienced Director, Customer Engagement to join our team, driving customer satisfaction, retention, and growth through strategic partnerships and exceptional customer experiences.

About the Role

The Director, Customer Engagement will focus on four primary objectives: defining and deploying efficient processes for onboarding and growing new partnerships for supplemental education strategic institutional accounts, managing key performance indicators (KPIs) for the strategic corporate customer engagement team, monitoring and reporting on the end-to-end experience of supplemental corporate strategic accounts, and identifying cross-sell and upsell opportunities to share with the sales team. This role requires a seasoned professional with a proven track record in customer engagement, team management, and strategic analysis.

Key Responsibilities

• Manage a high-performing customer engagement team through effective training, coaching, and performance monitoring against clear KPIs.
• Develop and deploy engagement plans for corporate strategic accounts, leveraging customer surveys, interviews, CRM, and LMS data to determine engagement scores.
• Track key KPIs for strategic accounts to increase renewal rates and grow revenue within each partnership.
• Surface and escalate key issues for strategic accounts, ensuring efficient resolution and advocating for customer needs to improve engagement and renewal rates.
• Collaborate with cross-functional teams to ensure strategic account needs are met, managing and monitoring key projects to enhance the end-to-end experience.
• Identify cross-sell and upsell opportunities, sharing them with the partner sales team, and build healthy relationships with strategic accounts stakeholders to ensure concierge-level engagement.
• Assess resource support for strategic accounts, determining the ROI of the strategic account team, and conduct performance reviews, contributing to resource management.

Qualifications and Skills

To succeed in this role, you will need:

Essential Qualifications

• Bachelor's Degree in Business or a related field.
• Minimum of 4 years of relevant end-to-end experience in managing customer experience and 2 years in management.
• Proven process management skills, with attention to detail and excellent customer relationship management abilities.
• Strategic analysis, cross-functional collaboration, and matrix management skills are essential.
• Excellent presentation skills, with the ability to communicate effectively with stakeholders at all levels.

Preferred Qualifications

• Master's Degree or MBA, demonstrating advanced knowledge and skills in business and management.

Career Growth and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Director, Customer Engagement, you will have access to:

• Comprehensive training and development programs, enhancing your skills and knowledge in customer engagement and strategic partnerships.
• Opportunities for career advancement, with a clear path for professional growth and progression.
• A collaborative and supportive work environment, fostering innovation, creativity, and teamwork.

Work Environment and Company Culture

blithequark prides itself on its inclusive and diverse workplace culture, valuing equity, and promoting inclusivity in all aspects of our operations. We offer:

• A remote work arrangement, providing flexible work-life balance and the opportunity to work from anywhere in the USA.
• A comprehensive benefits package, including a competitive retirement plan, tuition assistance, and substantial discounts for employees and their families.
• Generous paid time off, including paid holidays, vacation, personal, and sick leave, as well as opportunities to participate in volunteer and diversity and inclusion activities.

Compensation and Perks

blithequark offers a competitive compensation package, with a salary range of $64,000 - $202,600, depending on experience, skills, and education. We also provide a range of perks, including:

• A comprehensive benefits package, with automatic enrollment in our company contribution plan.
• Opportunities for bonus and commission eligibility, depending on performance and role.
• A gift of knowledge program, providing tuition assistance and discounts for employees and their families.

Conclusion

If you are a motivated and experienced customer engagement professional, looking to make a positive impact in the education sector, we encourage you to apply for this exciting opportunity. As a Director, Customer Engagement at blithequark, you will be part of a dynamic team, driving customer satisfaction, retention, and growth through strategic partnerships and exceptional customer experiences. Join us in our mission to deliver a best-in-class educational experience, and take your career to the next level.

Apply now to become a part of the blithequark team and contribute to our vision of transforming lives through education and innovation.