Associate Director, Relationship Management - Mid-Atlantic
Job#: 248589
Positions: 1
Posted: 07/02/2014
Job Type: Full Time
Location: Various
Department: Client Operations
Category: Technicians
Salary: Salary
Benefits: Full Benefits
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About The Company

Higher One partners with colleges and universities to lower their administrative costs and to improve graduation rates. We provide a broad array of payment, refund disbursement and data analytics and management tools to institutions that help them save money and enhance institutional effectiveness. And for students, we offer financial literacy programs and convenient, flexible and affordable transaction options to help them manage their finances. Higher One is a leader in higher education and we support more than 1,600 college and university campuses with over 13 million enrolled students.

Job Description

At Higher One, we believe every employee is critical to our success. Our innovative services depend on the energy, values, hard work and dedication of our employees.  The Client Operations department is adding an Associate Director to support the growing number of institutions we serve.  We are looking for an experienced professional with previous account management experience preferably in the higher education industry, who loves working with people to resolve problems.  This position is based out of your home office and will include travel to the Mid-Atlantic Region; specifically New Jersey, Delaware, Pennsylvania, and Maryland.  Living in or near the Mid-Atlantic Region is required.

Are you a professional who believes problems are just opportunities in disguise?  Do you enjoy learning? Are you eager to master new challenges? Are you an active listener who takes sincere interest in others and is energized whenever you meet new people?  Have you ever felt you wanted do more for your customer, but couldn’t commit the time?  If so, a position on our team could be for you.

Responsibilities of an Associate Director:

  • Establish and maintain long-term client relationships.
    • Higher One has established an industry leading 98% renewal success rate.  We invest in maintaining great client relationship and you will manage a book of business focused on successful client renewals.
    • You will be responsible for building a broad base of support within the client’s organization, with an emphasis on building C-Level relationships, ensuring the client is satisfied with our service and will continue to choose Higher One as their partner.
  • Be a product resource and take ownership in resolving problems.
    • You will support Payment Processing and Refund Management products and must learn to answer operational level questions about our service.  You must demonstrate the ability to learn quickly, but you will not be expected to know all the answers. Whether you know the answer or not, your ability to provide a high level of service and assure the client that you’re on top of things is essential. You will be expected to approach problems in a consultative manner and are responsible for serving the human AND business level needs of the client.  You should know the difference. 
  • Initiate and participate in account planning sessions, identify up-sell and cross-sell opportunities in partnership with the Sales teams.  Ensure the best possible utilization of Higher One’s products and services. Said another way, increase the value of this relationship for both the client and Higher One.
    • This is not a Sales position, but past Sales experience is an advantage.  Sales skills, the ability to influence others, are essential to your success; but your focus will be on maintaining long-term customer satisfaction through building a diverse network of relationships with every account. There is an emphasis on building C-Level customer relationships and you should have skill in working with this level of professional.
  • Be well-informed about higher education trends and able to speak intelligently about Higher One and our services.
    • You represent Higher One to our clients; you’re the face of the company.  You must present yourself professionally and be articulate.  We will help you know what is important about higher education or what topics you should be educated on that are important to Higher One, but you will be responsible for learning and speaking to an array of topics clearly.  You must have the ability to learn and convey information to others in a professional and articulate manner.
  • Adapt to a regularly changing set of priorities.
    • There is always something to do that’s new and different.  As a member of our team you will be asked to participate in projects that have significant business impact, but are not necessarily related to accomplishing team goals.  As the liaison to our clients you facilitate the flow of information and activity with our partner campuses.  You must possess the ability to work in a changing environment and to learn and adapt quickly.  The most successful ADRMs are energized by this challenge.




Skills/Requirements

  • Bachelor’s degree

  • 7 to 10 years professional experience.  Relationship/account management experience desired.

  • 30%+ travel

  • Successful track record working remotely

  • Experience building relationships with C-Level contacts

  • Experience working in the Higher Education industry is preferred

  • Experience with consultative problem-solving

  • Proven ability to influence others. Capable of organizing and motivating others to solve problems

  • Strong organization and follow-through skills with a "getting it done" approach

  • Ability to coordinate activities among different groups

  • Detail-oriented, but able to see the big picture

  • Proficient Microsoft Office software skills

  • Experience with Salesforce.com or other contact management software

  • Proficient ability to give and use information to get information

  • Ability to anticipate the client’s needs and address them before needed

  • Ability to learn a technical product and speak to the benefits, features and services

 

What we offer:
 

A competitive salary, great work environment, awesome people and a company with a strong mission to improve higher education.

Benefits:

  • Medical, Dental, Vision, Flex Spending, 401K, Life Insurance, Short Term Disability, Long Term Disability
  • Flexible work hours
  • Casual dress
  • 20 Paid Time Off Days per year
  • 8 Holidays per year

 

 

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