Access Success Leader- West Coast Territory - Westchester, IL

Follett Corporation

Westchester (IL)

On-site

USD 40,000 - 90,000

Full time

4 days ago

Be an early applicant

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Wellness programs

401(k) plan

Flexible spending

Paid holidays

Paid time off

Job summary

Follett Higher Education in Westchester, IL is seeking an Access Success Leader to manage Follett Access IA/EA programs across campuses. You will oversee auditing, compliance, and program execution, drive adoption with campus partners, and coordinate invoicing and collections while collaborating with sales, implementation, and store teams.

Ideal candidates have 3+ years in customer success or account management, strong communication, and Excel skills to analyze program metrics and margins.

Qualifications

Bachelor's degree or equivalent experience in a related field.
3+ years in customer success or account management.
Thought leader in service delivery process improvements.
Excellent written and verbal communication.
Strong organizational skills and accountability.
Proficient MS Office, especially Excel.
Detail-oriented with the ability to analyze financial data.

Responsibilities

Auditing and compliance, and term-over-term program execution.
Support IA/EA adoption with campus partners and publishers.
Secure adoptions and ensure proper pricing and margins.
Assist in invoicing, collections, and account reconciliations.
Collaborate with store teams, CM, and Field teams on execution.
Train staff on systems and processes for the Access program.

Skills

Customer success

Account management

Communication

Organizational skills

Self-management

Attention to detail

Excel

Education

Bachelor's Degree in a related field

Tools

Salesforce

Course Tracks

SAM

RIM

CARRR

Job description

Access Success Leader- West Coast Territory

#26-30540

Westchester, Illinois, United States

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

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.

Job Details

$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.