Technical Account Director

The Opportunity
Huron helps its clients drive growth, enhance performance and sustain leadership in the markets they serve. We collaborate with education organizations to develop strategies and implement solutions that enable the transformative change our clients need to own their future. Together, we empower clients to drive innovation, create sustainable funding streams and deliver better student outcomes.
Today, leaders of higher education institutions and academic medical centers are spending too much time reacting to market forces, rather than focusing on the essential priorities that help students, faculty and staff thrive. The most productive path forward requires an intentional approach and innovative thinking, whereby stakeholders across the entire institution rally around a shared vision and embrace the hard work of effecting change.
You'll help our clients to achieve organizational effectiveness, improve student outcomes, implement new technologies and align resources and investments to ensure long-term sustainability.
Join our team as the expert you are now and create your future.
Position Summary
The Technical Account Lead oversees the Customer Relationship function supporting post-implementation Huron Research Suite clients. A key leader in the Global Products team, this role will focus team members to execute against contractual obligations and achieving high levels of Customer satisfaction. A successful candidate will have excellent communication and organizational skills who can cross collaborate with a variety of internal stakeholder teams.Qualifications
Your responsibilities will include:

• Leads the team executing the customer relationship function. Maintains strong relationships with customers ensuring high levels of customer satisfaction
• Collaborates with relevant teams to develop and implement standard procedures and measuring against expectations set for the team and organization to optimize service delivery and client success. This includes educating clients on support best practices.
• Maintains connection with leads of the relevant teams for project management of billable workstreams
• Supports team in establishing and maintaining of awareness of high-level, long-term individualized client HRS roadmaps, including migrations and upgrades.
• Develops, evaluates, and implements strategies to gather and respond to customer feedback. Serves as escalation contact for customer feedback
• Coaches team on maintaining visibility of client needs beyond HRS, and understanding how to escalate to the proper owners in Huron
• Communicates customer perspectives to business leaders, resulting in improved delivery of products
• Cultivates team talent. Set aligned goals, provide supportive feedback
• Upholds a culture of accountability and growth. Collaborates to improve collective GP operations weighted from customer perspective
• Commands response management during critical issues/outages
• Identifies at-risk renewals and collaborates with the appropriate internal teams to devise mitigation strategies
• Oversees CRM system usage and improvements
• Analyzes customer usage data to identify trends, opportunities, and potential threats
• Maintains an understanding of industry trends and the competitive landscape to inform strategic decisions
• Facilitates information to support renewals, pricing, and collections activities
• Upsell/Cross-Sell Opportunities: Identify and drive upsell and cross-sell opportunities within the existing Customer base, and collaborate with the Sales team during the identification and pursuit of these opportunities
• Contract Negotiation: Collaborate with cross functional teams to ensure contract terms are fulfilled, negotiate and create favorable contract terms, and secure price increases
• Forecasting and Reporting: Develop and maintain accurate renewal forecasts, provide regular updates to management, and assist the Finance, Sales & Customer Success functions in revising and reporting renewal opportunities
• Process Improvement: Continually improve the renewal process by incorporating feedback and leveraging data-driven insights
• Renewal Management: Manage the end-to-end renewal process, maintain a renewal pipeline, and achieve the assigned revenue under management target

QUALIFICATIONS:

• 8+ years experience in project management or Customer relationship management
• Research administration experience preferred, not required
• Ability to drive multiple priorities through delegated leverage
• Strong communication skills, ability to articulate to technical, non-technical and executive audiences
• Team leadership experience including building talent, training, supervising, coaching/mentoring, and performance management
• Experience with CRM systems and driving improvement of KPIs
• Demonstrated financial acumen and a history of data-driven decision-making based upon business metrics
• Experience developing budgets, forecasting costs, and making tradeoffs to drive business outcomes.

The estimated base salary range for this job is $140,000 - $200,000. The range represents a good faith estimate of the range that Huron reasonably expects to pay for this job at the time of the job posting. The actual salary paid to an individual will vary based on multiple factors, including but not limited to specific skills or certifications, years of experience, market changes, and required travel. This job is also eligible to participate in Huron's annual incentive compensation program, which reflects Huron's pay for performance philosophy. Inclusive of annual incentive compensation opportunity, the total estimated compensation range for this job is $175,000 - $270,000. The job is also eligible to participate in Huron's benefit plans which include medical, dental and vision coverage and other wellness programs. The salary range information provided is in accordance with applicable state and local laws regarding salary transparency that are currently in effect and may be implemented in the future.
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Posting Category
EducationOpportunity Type
RegularCountry
United States of America