Customer Engagement Director; Remote

Customer Engagement Director

The Customer Engagement Director is a leadership role responsible for accelerating enterprise growth and executive market engagement across North America Higher Education (NA HED). Operating at the intersection of strategic sales, executive relationship management, and market expansion, this role drives high-value institutional engagement strategies that strengthen competitive positioning, increase pipeline velocity, and accelerate revenue growth across priority accounts.

This role serves as a strategic growth partner to the SVP, NA Higher Education Sales, helping expand executive level access, deepen institutional relationships, and translate enterprise engagement into measurable commercial outcomes. The Customer Engagement Director partners closely with Sales, Marketing, Product, Customer Success, Revenue Operations, and executive leadership to influence enterprise account strategy, accelerate market penetration, and improve organizational alignment around strategic growth priorities.

Success in this role is measured by the speed and scale of institutional relationship development, enterprise pipeline acceleration, executive engagement effectiveness, and contribution to revenue growth across the NA HED portfolio.

• Lead executive level institutional partnership strategies across priority colleges, universities, systems, and enterprise education organizations.
• Identify, prioritize, and cultivate relationships with presidents, provosts, CIOs, academic leaders, procurement collaborators, and system level decision makers whose influence directly impacts enterprise growth opportunities.
• Develop and complete strategic engagement plans that expand market presence, strengthen institutional credibility, and accelerate pipeline creation across target accounts.
• Partner with sales leadership to identify whitespace opportunities, expansion pathways, and multi-threaded relationship strategies that increase long term customer value.
• Translate executive engagement into measurable commercial outcomes by ensuring all strategic interactions, advance account objectives, engagement development, or revenue opportunities.
• Build and maintain executive relationship maps across strategic accounts, identifying influence networks, engagement gaps, and competitive risks.
• Partner with Marketing and executive leadership to elevate market visibility through industry forums, executive events, advisory boards, and thought leadership initiatives that strengthen enterprise positioning within the Higher Education sector.
• Monitor and synthesize market, competitive, customer, and sector intelligence to inform executive engagement strategy, account prioritization, and growth planning.

• Develop executive engagement strategies for high priority institutional accounts and strategic growth opportunities.
• Orchestrate coordinated executive level relationship coverage across complex accounts, aligning internal leaders to institutional priorities and strategic customer initiatives.
• Prepare senior leaders for high-stake customer engagements through executive briefings, institutional intelligence, collaborator analysis, and strategic meeting objectives.
• Drive post-engagement accountability by ensuring strategic follow-through, decision tracking, and alignment to commercial next steps.
• Design and lead a formal executive sponsorship framework that strengthens enterprise customer relationships and deepens institutional engagement across priority accounts.
• Partner with account teams to accelerate enterprise deal progression, eliminate obstacles to advancement, and improve strategic opportunity conversion rates.
• Identify relationship risks, driven threats, and engagement gaps that may impact revenue attainment or long-term institutional retention.

• Partner with Sales and Revenue Operations leadership to improve access to enterprise pipeline health, strategic account progression, and revenue risk across the NA HED organization.
• Influence quarterly and annual revenue attainment through strategic account acceleration, executive engagement strategy, and engagement development.
• Identify patterns in win/loss trends, driven displacement, institutional buying behavior, and deal progression to improve enterprise sales effectiveness and close rates.
• Translate strategic priorities into actionable field initiatives with clear accountability, measurable outcomes, and defined timelines.
• Lead strategic account planning processes focused on enterprise growth, institutional expansion, and long-term engagement development.
• Drive business reviews and operating cadences that prioritize strategic decisions, accelerate execution, and remove barriers to revenue growth.

• Serve as the commercial voice of the NA HED organization across Product, Marketing, Customer Success, Finance, and Strategy…