Manager, Account Management (Research)

EAB
Washington, DC
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:

Manager, Account Management (Research)

Our staff represents EAB’s commercial division at colleges and universities. We hire persuasive communicators with strong negotiation skills, who are comfortable listening to Presidents, Deans, Provosts, or Procurement contacts to map commercial strategy to member’s needs, while balancing EAB interests.

Managers in Research Account Management:

  • Are the senior contact for all partner (client) interactions in the Research renewal process; at times sourcing cross-sell opportunities & supporting the cross-sell process
  • Meet with (in person & via phone) education executives (Presidents, Provosts, Chief Business Officers, Heads of School) at partner institutions to understand their needs and challenges with membership, partner to solve any problems, and paint a vision for continued partnership
  • Craft a unique and customized renewal strategy and contract that delivers surplus value for the partner and secures the membership renewal
  • Will be responsible for contract renewal portfolio of roughly $4M annually.

This role will be based in Washington, D.C. Please note that this account management opening is also posted at the Senior Manager level; applicants are being considered at multiple levels for the one current opening.


Primary Responsibilities:

Industry and Content Knowledge

  • Develops general knowledge of major players in higher ed industry
  • Understands EAB’s point of view on sector issues & develops general knowledge of EAB offerings (across Research, Technology, and Enrollment Services)

Partner Knowledge

  • Diagnoses partner needs for EAB Research or Partner Success to support
  • Develops knowledge of partners’ contracting processes, budget cycles, and decision-making processes and players
  • Understands partner internal politics and key influencers
  • Understands partner financial situations and incorporates into renewal strategy

Communication

  • Develops mastery of and successfully navigates contractual review with partners
  • Effectively communicates urgency
  • Leads difficult commercial conversations balancing EAB interests and partners’ needs and preferences
  • As part of commercial conversations, meets with campus leaders to discuss their strategic priorities and presents solutions which effectively sell the vision of EAB’s capabilities
  • Builds productive partnership and collaboration with Research Strategic Leads (SLs), other members of SL teams across business lines; other commercial teams, and other divisions as needed, including the Research and Advisory Services teams
  • Shares best practices/scripting/collateral with other members of the commercial team to improve renewal outcomes
  • Shares partner intelligence with key internal stakeholders to foster a more collaborative and connected service and commercial approach
  • Monitor and communicate partner interests and trends across programs to Research, Delivery, and Product teams, as well as Account Management leadership, on a regular and ongoing basis

Risk Identification & Mitigation

  • Leads regular renewal reviews to identify renewal risks and cohort trends
  • Identifies and updates renewal health grade based on input from SL and manages ongoing updates
  • Reviews partner health metrics for objective perspective on risk; escalates to SLs & management appropriately
  • Strategically develops and executes on diagnostic call strategy, ensuring all decisions have a diagnostic conversation 12 months prior to decision
  • Escalates partner service and value concerns identified via renewal conversations to SL organization and other applicable parties (Sales teams, Technology commercial team, etc.)
  • In partnership with the Strategic Leader, Partner Success, diagnoses partner obstacles to ensure they are finding value in their research partnerships with us, learn what their most important business needs are, and demonstrate how EAB resources can help accomplish their goals

Commercial Strategy

  • Pursues, negotiates, and closes retention opportunities, through a consultative commercial approach
  • Skilled negotiator: Leads complex and sensitive negotiations, challenging renewal discussions, and creative contracting
  • Owns commercial strategy, including pricing, contract length, etc., in close partnership with the Deal Desk and Strategy & Operations teams; incorporates historical data
  • Identifies renewal trends through look-backs and incorporates into renewal strategy and process improvements moving forward
  • Generates ideas for how to increase our renewal rate performance beyond the current goals, including contract term levers (i.e., price and length)
  • Creates outreach strategy and organization of in-person and phone interactions
  • Understands firm revenue and accrual processes and incorporates knowledge into commercial strategies
  • Develops and executes on concession strategies in partnership with Deal Desk

Renewal/Contracting Process

  • Identifies individuals involved in contract renewal process
  • Creates and sends contracts, complying with departmental campaigns and protocols
  • Conducts key renewal decision conversations (may require travel onsite depending on level of staff and role within commercial organization)
  • Leads complex and sensitive negotiations, challenging renewal discussions, and creative contracting conversations
  • Develops an understanding of budgeting and approval processes at partner institutions in order to accurately track and project revenue
  • Secures annual renewal contracts and corresponding service terms (realize PI, term length goals)
  • Effectively manages renewal pipeline, achieving pacing targets in accordance with department goals

Growth Mindset

  • Leverages partner renewal conversation to identify portfolio growth opportunities
  • Serves as a 1EAB (EAB internal reference program) agent, passing leads and teeing up/facilitating introductions
  • Hits annual and semi-annual targets

Business Reporting

  • Develops contract strategy and reports on compliance
  • Identifies commercial trends, including programmatic trends
  • Reports on monthly renewal performance & trends
  • Maintains updated health grades and renewal projections

Administrative

  • Schedules in-person and phone interactions with support from a commercial associate
  • Prepares for visits and calls with support from a commercial associate
  • Maintains Salesforce data integrity and compliance

Time in market

  • 70% is typically expected in market via phone or videoconference
  • Up to 20% in-person travel potential focused on most difficult renewals (at this time, however, all partner interactions are taking place remotely due to the COVID-19 pandemic)

Basic Qualifications:

  • Bachelor’s Degree from an accredited College/University
  • Proven record of success in current position
  • Ability to communicate effectively, both oral and written, with senior executives
  • Willingness to travel up to 20% (outside of current pandemic circumstances)
  • Valid Driver’s License
  • 2.5+ years of post-graduate experience in at least two of the following:
      • Experience delivering client presentations, facilitating discussion
      • Experience in Sales, Account Management, and/or the equivalent
      • Experience teaching and/or breaking down complex or abstract ideas into simpler concepts
      • Client Management experience

Ideal Qualifications:

  • Proven track record of successful sales/ownership over a personal revenue target
  • Proven negotiation skills
  • Demonstrated listening skills
  • Proven experience managing multiple, competing priorities

Benefits:

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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