Director, Member Services - U.S. Remote

ABOUT US

Do you have a passion for higher education? Do you want to make a positive impact on the college admissions process? Our staff help to remove barriers and encourage students to forge their path to a better future. Common App is a national not-for-profit organization dedicated to the pursuit of access, equity, and integrity in the college admission process. Each year we support more than 1 million students, one-third of whom are first-generation, as they apply to our more than 1100 diverse member colleges & universities using the Common App's free online application.

If you are an experienced regional account management professional and want to be part of a mission-driven non-profit that uses innovative technology to advance the college admission process, Common App may be a great match for you. Common App is currently searching for a Director, Member Services.

As a key role within the Member Success division, reporting directly to the Senior Director of Member Success, the role will lead a dynamic team that is responsible for ensuring all current Common App members have a high-quality experience that maximizes the value of their use of Common App. The Director, Member Services, will be responsible for crafting and implementing a strategy to engage members that balances consultative and technical support approaches.

This position is responsible for driving increased adoption and utilization of Common App products and services. The Director of Member Services will support the strategy and design of Illunimate, Common App’s annual conference, and provide oversight of other member‑centric external engagement options and channels.

This role requires:

• 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, internal and external, in a positive and concise manner.
• 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.
• Foster a culture of innovation and continuous improvement within the team.
• Proficient with Microsoft Office Suite, Google Suite, Salesforce, or related software.

• 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.

• $135,000 - $145,000