Access Success Leader- West Coast Territory

Follett Higher Ed Group, LLC; Westchester (IL); On-site; USD 40,000 - 90,000; Full time

Job summary

Follett Higher Education is seeking an Access Success Leader to manage IA/EA programs across multiple campuses. You will oversee auditing, compliance, and program execution, collaborate with store teams, campus partners, and publishers, and help drive growth and profitability for assigned regions.

The role requires a bachelor’s degree and 3+ years in customer success or account management, with strong communication, organization, and financial analysis skills.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• 3+ years of experience in customer success or account management.
• Thought leader in developing or improving service delivery processes.
• Excellent written and verbal communication across teams.
• Excellent organizational skills to deliver campus programs error-free.
• Strong attention to detail and ability to analyze financial data.

Responsibilities

• Audit, compliance, and term-over-term program execution across campuses.
• Support adoption and delivery of IA/EA materials with campus partners and teams.
• Partner with store/CMM to secure adoptions, pricing and margins.
• _handle program inquiries and resolve complex operational issues.
• Train store teams and other Access members on systems and processes.
• Act as trusted advisor with campus stakeholders and sponsors.
• Coordinate messaging to campus partners and drive program execution.
• Maintain faculty relationships, LMS setup, and Willo integrations.
• Identify opportunities for growth and expansion of Access programs.
• Manage invoices, payments, and account reconciliation for Access.

Skills

Communication

Excel

Account management

Multi-team coordination

Detail oriented

Self-management

Education

Bachelor's degree

Tools

Excel

Job description

Access Success Leader- West Coast Territory

#26-30540

Job Category

Course Materials

Full-Time/Part-Time

Full-time

Job Description

Position Overview

Follett Higher Education is a leading educational service provider and omnichannel retailer, providing students, faculty, staff, parents, and fans with the course materials, learning tools, and retail services needed to successfully support the collegiate journey. Follett Higher Education supports over 6 million students through its 1,100 physical and 1,750 eCommerce campus stores across North America.

The Access Success Leader is responsible for the account management and program success of the Follett Access IA and/or EA programs for multiple campuses/stores within assigned regionalized geographic groups. This position will also be responsible for Auditing & Compliance, Term-Over-Term Program Success, and Program Execution, including assisting with growth & profitability/margin goals, Invoicing/Collection of assigned Access programs, and assistance/support in the delivery of Willo integrations via publisher/faculty outreach. This position works collaboratively with the Follett Access Support, Implementation, Access Solutions Directors, Course Materials Market Managers, and Store/Field Teams and with campus partners on training, product, and process improvements & execution and will report directly to an Access Success Manager.

Responsibilities

Auditing & Compliance and Term-Over-Term Program Execution:

• Ensures execution of RACI and other tools and best practices to ensure successful preparation and execution of the Access program.


• A key contributor to supporting the adoption and delivery process of IA/EA course materials, including physical and digital materials and supplies, in collaboration with campus partners, store teams, course materials teams, and Access sales and implementation teams.


• Partners with the store/CMM team to secure and ingest adoptions for program courses in partnership with the faculty/publishers and ensure proper pricing and margin.


• Supports program inquiries for stores/campuses that fall within a given region.


• Works through complex operational issues that entail coordination of multiple teams ranging from, but not limited to, internal teams, campus IT, and publishers.


• Trains/supports store team, course materials partners, and other Access team members with systems, processes, and execution of the Access program.

Program Success and Relationship Management:

• Viewed as a trusted advisor relationship by key customer stakeholders and executive sponsors.


• Coordinates Access messaging to each of our campus partners.


• Collaborates with Access Solutions Directors, Implementation & Support teams, and CM regionalized leadership on program execution.


• Hosts regular touch base meetings and post-mortems with each campus, as well as the Access Operations & Implementation.


• Solicits feedback, formal and informal, from campus stakeholders - administration, faculty, and students.


• Maintains publisher and faculty relationships, including messaging/training on the delivery of the digital product and LMS setup with the campus, the growth of the program for future terms, and Willo integrations.


• Partners with store/campus team in developing and maintaining Communication & Support plans based on internal and external customer expectations and communicated program changes.


• Reviews program results, metrics, savings, and outcomes with contacts annually while also seeking continual feedback and process opportunities.

Accounts Receivable Management and Account Growth:

• Partners with Access, CM, and Field teams to plan/identify future Access growth. Follows up on leads and proactively communicates with faculty on classes/materials for program expansion.


• Ensures accurate pricing and setup of accounts, as well as verification of charges, dates, and deadlines to ensure a smooth billing experience.


• Responsible for managing invoices, payment processing, and account reconciliation related to Access programs, including ensuring timely collections, resolving billing discrepancies, and collaborating with internal teams and external partners to maintain accurate financial records.

Requirements

• Bachelor's Degree in a related field or equivalent experience.


• 3+ years of experience in customer success or account management roles.


• Thought leader in the development, or enhancement, of service delivery processes to improve efficiency and ensure customer satisfaction.


• Excellent communication skills, both written and verbal, able to convey concepts and solve complex problems across multiple teams.


• Excellent organizational skills to ensure all campus programs are delivered without error and documented appropriately.


• Strong self-management against milestones and deliverables with a high degree of accountability and accuracy.


• Digital literacy with Microsoft Office Suite, especially Excel.


• Strong attention to detail, communication skills, and the ability to analyze financial data are essential.

Preferred

• Multi-unit store operations, account management, and/or project management experience.


• Experience partnering with Follett and/or 3rd parties in product integrations within the LMS and SIS.


• Experience in academic technology and program operationalization to execution.


• Demonstrated knowledge of proprietary Follett systems, such as: SAM, CARRR, RIM, and Course Tracks.


• Experience in Salesforce.

Pay Range

The estimated pay range for this job. Disclosing pay information promotes competitive and equitable pay. The actual pay rate will depend on the person's qualifications and experience.

$40,000.00 - $90,000.00 / year

Pay Transparency

The annual salary/hourly rate range has been established based on the role, experience, skill set, and location. The exact starting salary/hourly rate within the range will depend on the role and the local market. This position may be eligible to participate in one of the Company’s incentive plans. The amount of any incentive payment varies and is subject to the terms and conditions of the applicable incentive plan. We offer a comprehensive benefits package which includes medical, dental, vision, disability, wellness programs, 401(k) plan, flex spending, paid holidays, and paid time off. Eligibility for benefits is governed by the applicable policies and plan documents.

Equal Opportunity Employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Follett Higher Education is a drug-free workplace environment.

If you are an internal team member and need assistance with the application process please forward all inquiries to Ask HR or call 1.844.324.4748 (HR4U)

If you are an external applicant and need assistance with the application process please contact our virtual assistant, Tally. She will respond to your inquires directly and/or direct you to the right person. You can also call 1.877.888.7887 or email [e-mail]

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