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Strategic Leader, Research Member Success

Manager

EAB | Commercial | Washington, DC

 

About EAB

At EAB, our mission is to make education smarter and our communities stronger. We harness the collective power of more than 1,400 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 members 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

Strategic Leader, Research Member Success (also posted as Associate Director, Research Member Success)

Research Strategic Leaders (SLs) represent EAB’s Research division with colleges and universities. We hire persuasive leaders with a knack for teaching and explaining concepts – people who are comfortable listening to Presidents, Deans, or Provosts and then mapping their problems to our solutions. Research SLs are responsible for driving utilization and maximizing the value members derive from their memberships. SLs diagnose member obstacles to ensure they are finding value in their research & Academic Performance Solutions (APS) partnerships with us, learning what their most important business needs are, and demonstrating how EAB Research & APS resources can help accomplish their goals.

As our ambassadors and connectors, Research SLs play a crucial role in demonstrating the vision and value of EAB’s Research and APS memberships.

This hire will be responsible for working closely with leadership of the Research Member Success department to strengthen and direct executive member relationships, promote member utilization and engagement, and will work with the commercial renewal team to impact overall renewal rates and the broader sales team to drive revenue growth.

There is a strong preference for this role to be based in Washington, D.C. That said, candidates based in Richmond, VA or remotely will also be considered.


Primary Responsibilities:

Relationships

External:

  • Develops and maintains relationships with main points of contact including executives and key influencers
  • Identifies and builds relationships with end users to drive grass roots support and embeddedness
  • Resolves member service escalations within research/APS terrains

Internal:

  • Builds productive partnerships and collaborates with syndicated research & APS counterparts
  • Builds productive partnerships and collaborates with renewal contracting team
  • Builds productive partnership and collaborates with Student Success and Enrollment Services SLs
  • Resolves member service escalations cross functionally in partnership with Tech and Enrollment Services SLs when escalations span business lines

Industry and Content Knowledge

External:

  • Develops knowledge of major players in higher education industry
  • Develops deep understanding of key industry issues and challenges
  • Uses EAB research to deepen understanding
  • Understands EAB’s point of view on industry issues

Internal:

  • Develops and maintains general knowledge of broader EAB offerings (e.g., Student Success and Enrollment Services)
  • Serves as the voice of the market for EAB Research, APS, and other key internal stakeholders
  • Serves as the voice of the member back to other internal key stakeholders (i.e., success, enrollment services, deal desk, legal)
  • Shares member intelligence with key internal stakeholders to foster a more collaborative and connected service approach
  • Shares best practices/scripting/collateral to other SLs to improve overall service delivery
  • Participates in and executes on program responsibilities (may include liaison activities for specific programs)

Member Knowledge

  • Develops and maintains deep knowledge of member priorities at the university level as well as by membership program
  • Collects, reviews and understands member strategic plan
  • Understands member internal politics and key influencers
  • Provides members with unique perspective on improving their business; could mean challenging member assumptions

Strategic Member Improvement & Optimization Planning

  • Collects and understands members’ strategic and operational plans
  • Maps EAB research and APS offerings and services to support major initiatives in the form of a service plan
  • Executes on the service plan to drive member improvement and outcomes
  • Owns the EAB research and APS value narrative
  • Communicates progress and results on service plan and outcomes back to members regularly; minimum once per year onsite with check signer
  • Proactively drives member utilization and consumption of services with the ultimate goal of achieving outcomes as identified in service plan
  • Understands utilization data patterns and leverages this data to inform service strategy on an ongoing basis
  • Manages inbound service requests and turn into member improvement opportunities
  • Communicates key service offerings and deliverables in an organized and strategic manner
  • Develops strategic pool management framework, leveraging data to do so, and executes consistently;leverages key research program & APS offerings (e.g., national meetings, webinars, onsites, expert call facilitation)
  • Develops and executes meeting recruitment and other utilization campaigns
  • Strategically oversees and executes member onboarding process starting with sales hand-off; conducts welcome call and new member orientation to ensure membership adoption, and lat reports on and inflects first year member health on an ongoing basis
  • Provides input and executes on SL Department-wide utilization and value campaigns as needed

Commercial/Growth Mindset

  • Leverages member knowledge to identify portfolio growth opportunities
  • Serves as a 1EAB agent, passing leads and teeing up / facilitating introductions
  • Hits annual and semi-annual growth targets
  • Partners with commercial renewal team to develop and execute save strategies

Business Reporting

  • Partners with sales and renewal teams to provide key member knowledge including member health / value metrics, etc.
  • Participates in monthly commercial reviews (includes growth and renewals)
  • Participates in member health and value reviews
  • Identifies and reports on trends

Administration (with support from associate level positions)

  • Schedules in-person and phone interactions
  • Prepares for visits and calls
  • Manages contact lists
  • Maintains Salesforce data integrity and compliance

Time in market (in person or via phone)

70-80%

Travel expectation (in person)

30% (maximizing activities at national meetings and conferences as well as campus visits)

Basic Qualifications:

  • Bachelor’s Degree from an accredited College/University
  • Proven record of professional success
  • Ability to communicate effectively with senior executives, both spoken and written
  • Willingness to travel up to 30%
  • Valid Driver’s License
  • Must possess a minimum of 3 to 5+ years’ post-undergraduate experience encompassing at least three of the following:
    • Presentation experience
    • Leadership experience
    • Commercial experience
    • Client or account management experience
    • Consulting or service delivery experience

Ideal Qualifications:

  • Analytical thinking skills and ability to manage processes, projects, and operations
  • Strong demonstrated listening skills
  • Experience building relationships internally and externally, and ability to collaborate effectively and manage multiple clients
  • Proven ability to deliver results, meet goals and deadlines, and hold accountability for business outcomes
  • Proven experience managing multiple, competing priorities to deliver strategic impact
  • Experience finding multiple solutions to complex problems and ability to comfortably manage complexity
  • Ability to successfully overcome challenges or obstacles
  • Strong presentation and facilitation skills
  • Ability to lead change and advocate for members
  • Experience developing personal organization tactics to meet business goals
  • Demonstrated knowledge of higher education subject matter

Benefits:

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

  • Medical, dental, and vision insurance, dependents eligible
  • 401(k) retirement plan with company match
  • Generous PTO
  • Daytime leave policy for community service or fitness activities (up to 10 hours a month each)
  • 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.