Managing Director, Partner Success & Implementation (Digital...

Richmond, VA / Remote
30+ days ago

Job Description

About EAB

At EAB, our mission is to make education smarter and our communities stronger. We harness the collective power of more than 2,100 schools, colleges, and universities to uncover and apply proven practices and transformative insights. And since complex problems require multifaceted solutions, we work with each school differently to apply these insights through a customized blend of research, technology, and services. From kindergarten to college and beyond, EAB partners with education leaders, practitioners, and staff to accelerate progress and drive results across three key areas: enrollment management, student success, and institutional operations and strategy.

At EAB, we serve not only our partner institutions but each other—that's why we are always working to make sure our employees love their jobs and are invested in their community. See how we've been recognized for this dedication to our employees by checking out our recent awards.

For more information, visit our Careers page.

The Role in Brief:

Managing Director, Partner Success & Implementation (Digital Immersion Technologies, YouVisit and Wisr)

The Managing Director of Partner Success & Implementation oversees partner functions associated with the various Partner Success and Implementation teams across the Wisr and Virtual Tour products. As a senior leader in the division, the Managing Director is accountable for the success of our partners in achieving their goals, Partner Success and Implementation team performance and growth, as well as partner retention and revenue growth resulting from satisfied long-term partnerships and achieved via cross-sells and upsells. In addition, this role integrates/aligns/implements partner success strategies with all parts of our business, develops pricing strategies, drives the marketing innovation roadmap, and leads and reports on successful execution of partner engagement strategies.

The role requires strong management and coaching skills as well as highly proficient consultative and commercial talents for direct marketplace interaction and account leadership. The ideal candidate will have broad higher education industry and institutional knowledge plus senior-level partner and team management experience in a highly complex growth environment.

This position will ideally be based in Richmond, VA or Washington DC; however, as EAB embraces a hybrid-work environment in the future, exceptional candidates who may be based remotely are also encouraged to apply.

Primary Responsibilities:

  • Develop and guide the strategic vision, growth and scale of the Wisr and Virtual Tour products including recruiting and building top talent through effective leadership and talent management practices for Partner Success and Implementation teams
  • Build, execute, and forecast partner revenue growth, partner visit and retention strategy
  • Measure progress toward goals, and provide visibility to leadership on current state as well as necessary shifts for managing risk
  • Manage a low touch and high touch success model for the collective Partner Success team
  • Build pricing strategy that optimizes partner retention and relationship expansion for the standalone businesses and coordinate on pricing strategies for the joint partner base
  • Determine onboarding process, deliverables, and retention marketing strategies in support of stellar partner experience and continued value messaging
  • Ensure implementation of partner-based strategies and solutions and the documentation of partner feedback to support prioritization of improvement and growth opportunities
  • Execute our foundational partner-focused services model to ensure partners consistently feel well-served and individually valued as the organization continues to grow and scale; assist with high-significance partner requests or issues
  • Create and demonstrate partner results that improve each individual partner’s success and return on investment, leading to persistent and growing relationships
  • Collaborate with sales, product, and marketing teams to maximize partner outreach and acquisition activities
  • Provide consistent leadership throughout teams while fostering a culture of service, accountability, professional development, and high-performance
  • Champion functional change initiatives and remove obstacles impeding constructive organizational change
  • Embrace high level of product knowledge for Wisr and YouVisit suite of products, including features and capabilities
  • Be active in the higher education industry and stay abreast of partners’ businesses and firm’s competitors to inform our competitive positioning in the marketplace

Travel expectation (in person):

  • 15-20% (when EAB travel safely resumes - maximizing activities at national meetings and conferences as well as campus visits where applicable)

Basic Qualifications:

  • Bachelor’s degree in Business Administration, Sales, or relevant field
  • 10+ years of highly successful client management and commercial experience, including 5+ years managing teams
  • Demonstrated track record of successfully retaining clients and growing relationships and revenues via cross-sell and upsell strategies
  • Effective client communications skills and experience providing clients proactive leadership and consultative insight on short- and long-term strategic decisions
  • Proven ability to effectively manage highly visible and influential relationships throughout the industry, our partner institutions, and all levels of the organization
  • Proven business acumen, planning and execution skills
  • Financial acumen and related skills such as budget planning, pricing strategies, client/revenue forecasting models
  • Work well in a highly matrixed organization and develop highly collaborative relationships
  • Effective people leadership skills with successful track record of attracting, optimizing and retaining talent

Ideal Qualifications:

  • Experience working in the partner success function or in a comparable commercial leadership role at EAB, Royall & Company, The Advisory Board Company, or a similar organization
  • Experience leading layered teams of 20+ employees across disparate segments or functions
  • Technical aptitude with SaaS and office suite products; experience with customer success platforms and support ticketing systems preferred


Consistent with our belief that our employees are our most valuable resource, EAB offers a competitive and inclusive benefits package.

  • Medical, dental, and vision insurance; dependents and domestic partners eligible
  • 401(k) retirement plan with company match
  • 20+ days of PTO annually, in addition to paid firm holidays
  • Daytime leave policy for community service or fitness activities (up to 10 hours a month each)
  • Paid parental leave for birthing and non-birthing parents
  • Phase Back to Work program for employees returning from parental leave
  • Infertility treatment coverage and adoption or surrogacy assistance
  • Wellness programs including gym discounts and incentives to promote healthy living
  • Dynamic growth opportunities with merit-based promotion philosophy
  • Benefits kick in day one, see the full details here.

At EAB, we believe that to fulfill our mission to “make education smarter and our communities stronger” we need team members who bring a diversity of perspectives to the table and a workplace where each team member is valued, respected and heard.

To that end, EAB is an Equal Opportunity Employer, and we make employment decisions on the basis of qualifications, merit and business need. We don’t discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.


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