Client Success Director, EM/GO

The Client Success Director owns and drives the execution of contracts through close coordination with internal delivery teams. The Director determines and implements smart, consistent, high quality, efficient and cost-effective operating practices towards desired client results, in coordination with their assigned AVP.

Experience working in undergraduate or graduate admissions/recruitment, higher education marketing or in other digital marketing is required. Familiarity with digital lead generation or search engine optimization is preferred. Further, experience with or understanding of how higher education institutions acquire student data for marketing purposes, data analysis to identify enrollment trends, and/or management of recruitment programs is heavily favored for this position.

The Director serves as the primary point-of-contact for client projects, serving as the client-facing project manager and owner/driver for all aspects of delivery—data management, creative, strategy, etc.—while also engaging with RNL subject-matter experts to facilitate seamless implementation of the right strategies for the project.

The Director coordinates closely with the Account Manager/Senior Consultant assigned to each client to ensure strong ongoing relationship with the client and to ensure contract continuation/renewal.

ESSENTIAL DUTIES/RESPONSIBILITIES: (not limited to)

• Ownership of program/campaign performance metrics including product strategy success, on time, in-scope, and accuracy of execution for programs in their portfolio.
• Responsible for overall client health, program KPIs and gross margin
• Responsible for monitoring the productivity of marketing campaigns, including campaign performance metrics as well as ROI and other budget metrics helpful to demonstrating the value our projects are creating for the client
• Monitoring, measuring and taking action when performance is not on pace to achieve key metrics
• Representing the voice of the client and influencing internal stakeholders by promoting a client-centric mindset across the organization.
• Determines strategy plays to be applied to achieve specific client goals determined at transition from sales.
• Drive client success metrics with data, agency, and creative services to ensure accuracy and client satisfaction. Owns all delivery and escalation point for delivery concerns.
• Positively contribute and influence client satisfaction metrics, client account KPIs and overall client health.
• Site visits may be required in coordination with the Account Manager/Senior Consultant; number of in-person visits to be determined based on portfolio
• Must be capable and willing to travel (10-15% travel)

Required:

• Bachelor’s degree
• 3 years (in a full-time capacity) working in college/university enrollment, marketing or digital agency environment
• Exceptional time management ability
• Strong organizational and communication skills
• Ability to work in autonomous capacity, demonstrating professional and self-motivated qualities that enable achievement of personal and professional goals
• Ability to analyze statistics and offer insight into statistical trending of call center/project
• Strong working knowledge of MS Office products
• A demonstrated ability to learn new software quickly
• Entrepreneurial skills and the ability to take ownership client projects, utilizing innovation and creativity to advance and improve productivity, are essential
• Ability to reduce issues to core elements, and develop solutions using problem solving and analytical skills
• Capable and willing to travel when needed (10-15% travel)
• Ability to maintain and work in a remote home office
• Must be able to work in an environment where the noise level is moderate
• This job operates in an office setting and routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets
• This is largely a sedentary role; Infrequent light physical effort is required (minimum of five pounds)

Preferred:

• Leadership experience working in an agency environment or in college/university admissions or enrollment
• Experience working in or with digital marketing – paid search, display, social media, and search engine optimization

RNL complies with federal, state, and local laws, and/or client requirements regarding mandatory vaccination of its workforce and/or vendors. RNL has safety protocols in place to protect employees, clients, and visitors and you may be required to be fully vaccinated against COVID-19 as a condition of employment. RNL provides exemptions/reasonable accommodations as required by applicable law.

RNL is an Equal Opportunity Employer.