Associate Director of Client Success
University of Georgia
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Job summary
The University of Georgia is hiring an Associate Director of Client Success to manage a portfolio of Executive Programs clients from kickoff through delivery and renewal. You will serve as the primary relationship lead, coordinating with program management, learning design, faculty, and marketing to align expectations and ensure outcomes.
Based at the Terry-Executive Education Center in Atlanta, you will guide engagements, monitor milestones, and drive client satisfaction while supporting
Qualifications
- Bachelor’s degree in a related field or equivalent and 2 years of professional experience.
- Experience in client success or account management preferred.
- Ability to manage multiple client engagements under general supervision.
Responsibilities
- Independently manage a portfolio of open enrollment clients following contract execution.
- Lead client kickoff meetings and establish engagement cadence, stakeholder responsibilities, and communication plan.
- Assess client needs and manage priorities while maintaining alignment with objectives, scope, budgets, timelines, and success measures.
- Exercise independent judgment to resolve routine and moderately complex client issues within policies and contractual parameters.
- Coordinate with internal partners on client expectations, risks, and actions needed to protect client satisfaction and outcomes.
Skills
Education
Tools
Job description
Below you will find the details for the position including any supplementary documentation and questions you should review before applying for the opening.
Posting Number: S15916P
Working Title: Associate Director of Client Success
Department: Terry-Executive Education
About the University of Georgia: Chartered by the state of Georgia in 1785, the University of Georgia is the birthplace of public higher education in America and is the state’s flagship university (https://www.uga.edu/). The proof is in our more than 240 years of academic and professional achievements and our continual commitment to higher education. UGA is currently ranked among the top 20 public universities in U.S. News & World Report. The University’s main campus is located in Athens, approximately 65 miles northeast of Atlanta, with extended campuses in Atlanta, Griffin, Gwinnett, and Tifton. UGA employs approximately 3,100 faculty and more than 7,700 full-time staff. The University’s enrollment exceeds 41,000 students including over 31,000 undergraduates and over 10,000 graduate and professional students. Academic programs reside in 19 schools and colleges, including our newly established School of Medicine.
Posting Type: External Retirement Plan TRS or ORP
Employment Type: Employee
Benefits Eligibility: Eligible
Full/Part time: Full Time
Work Schedule: Monday – Friday, 8:00 am – 5:00 pm
Advertised Salary: $66,000+ commensurate with experience
Posting Date: 10/16/2026
Open until filled: Yes
Closing Date: Proposed Starting Date 12/01/2026
Special Instructions to Applicants
The position is based at the Terry Executive Education Center (TEEC) in Atlanta, located at 3475 Lenox Rd NE, Suite 300, Atlanta, GA 30326.
Location of Vacancy: Atlanta Area
The University System of Georgia is comprised of our 25 institutions of higher education and learning, as well the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 08.02.18.01.02.
The University of Georgia is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, genetic information, national origin, race, religion, sex, or veteran status or other protected status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR (hrweb@uga.edu).
Community Relations Pro II FLSA Exempt FTE 1.00 Minimum Qualifications
Bachelor’s degree in a related field or equivalent and 2 years of professional experience.
Position Summary: The Associate Director of Client Success manages a portfolio of Executive Programs clients following contract execution, ensuring a high-quality experience from kickoff through delivery and closeout, and positioning engagements for renewal and growth. This role serves as the primary relationship lead for assigned clients, coordinating closely with program management, learning design, faculty, and marketing/communications to align expectations, deliver on commitments, and drive client satisfaction.
- Moderate working knowledge of client relationship management, account management, or professional-services delivery practices.
- Ability to independently manage multiple moderately complex client engagements under general supervision.
- Ability to interpret statements of work, program budgets, institutional policies, and client commitments and apply them to engagement decisions.
- Demonstrated ability to analyze ambiguous situations, balance multiple or conflicting factors, and recommend appropriate courses of action.
- Ability to identify client and delivery risks, resolve issues within established authority, and develop recommendations for matters requiring escalation.
- Ability to lead cross-functional work and influence colleagues without direct supervisory authority.
- Ability to analyze client feedback and account information and translate findings into actionable recommendations.
- Experience using CRM and project-management systems to manage milestones, document decisions, and support reporting and forecasting.
- Ability to mentor or provide functional guidance to entry-level and support professionals.
Working in a normal office environment.
- Is driving a responsibility of this position? No
- Is this a Position of Trust? No
- Does this position have operation, access, or control of financial resources? No
- Does this position require a P-Card? No
- Is having a P-Card an essential function of this position? No
- Does this position have direct interaction or care of children under the age of 18 or direct patient care? No
- Does this position have Security Access (e.g., public safety, IT security, personnel records, patient records, or access to chemicals and medications) No
Credit and P-Card policy: Be advised a credit check will be required for all positions with financial responsibilities. For additional information about the credit check criteria, visit the UGA Credit Background Check website.
Background Investigation Policy: Offers of employment are contingent upon completion of a background investigation including, a criminal background check demonstrating your eligibility for employment with the University of Georgia; confirmation of the credentials and employment history reflected in your application materials (including reference checks) as they relate to the job-based requirements of the position applied for; and, if applicable, a satisfactory credit check. You may also be subject to a pre-employment drug test for positions with high-risk responsibilities, if applicable. Please visit the UGA Background Check website.
- Independently manage a portfolio of custom and strategic open enrollment clients following contract execution, serving as the primary relationship lead throughout the engagement lifecycle.
- Lead client kickoff meetings and establish engagement cadence, stakeholder responsibilities, and communication plan.
- Assess client needs and manage competing or evolving priorities while maintaining alignment with approved objectives, scope, budgets, timelines, and success measures.
- Exercise independent judgment to resolve routine and moderately complex client issues within established policies and contractual parameters.
- Determine when an issue requires leadership involvement and present recommended solutions when escalation is necessary.
- Advise internal partners on client expectations, relationship risks, and actions needed to protect client satisfaction and program outcomes.
Percentage of time: 35
- Translate client objectives into defined program requirements, milestones, and planning inputs in partnership with learning design and program management.
- Own the client-facing engagement plan and monitor completion of significant milestones from kickoff through program closeout.
- Interpret statements of work, budgets, institutional policies, and client commitments to guide program planning and decision-making.
- Identify gaps, conflicts, and potential scope changes and develop recommendations for resolution.
- Coordinate faculty preparation and engagement in partnership with academic, learning design, and program-management colleagues.
- Independently manage the collection, review, and internal communication of client materials, participant information, and program requirements.
- Recommend adjustments to plans, timelines, and deliverables when changing circumstances could affect program quality or client satisfaction.
Percentage of time: 25
- Analyze the health, satisfaction, outcomes, and renewal potential of assigned client accounts.
- Develop account-retention and renewal recommendations in partnership with the Director of Business Development.
- Drive retention and renewal strategy for assigned client portfolio in partnership with the Director of Business Development.
- Identify and qualify opportunities for repeat engagements, program extensions, additional participant audiences, and broader organizational partnerships.
- Prepare renewal strategies, scope recommendations, and relevant portions of proposals for returning clients.
- Maintain ownership of client-transition and renewal milestones until the opportunity is formally transferred to or jointly managed with business development.
Percentage of time: 15
- Use Client Relationship Management (CRM) software to maintain accurate and timely records documenting client activity, decisions, risks, milestones, outcomes, and renewal opportunities.
- Analyze account information to assess engagement health, identify emerging risks, and recommend appropriate interventions.
- Produce portfolio reporting on client satisfaction, engagement status, program outcomes, retention performance, and renewal pipeline.
- Apply professional judgment to communicate significant risks, trends, and opportunities to business development and Executive Programs leadership.
- Recommend improvements to client-success reporting, CRM practices, and account-management processes.
Percentage of time: 10
- Lead client-facing post-program debriefs and independently assess feedback, outcomes, unmet needs, and future opportunities.
- Facilitate internal retrospectives with program management, learning design, faculty, and other partners.
- Synthesize qualitative and quantitative information to identify recurring themes and recommend program or client-service improvements.
- Monitor approved improvements and coordinate their implementation across future engagements.
- Partner with marketing/communications to capture testimonials, case examples, and approved client-facing success stories.
Percentage of time: 10
- Responsible for other projects as assigned by the Director, based on economic conditions, business trends, and organizational needs and requirements.
Percentage of time: 5
- Provide functional guidance to program coordinators and other support professionals regarding client expectations, account-management practices, and engagement priorities.
- Mentor entry-level or developing staff in client communication, issue resolution, CRM documentation, and service standards.
- Lead cross-functional client account meetings and coordinate the work of contributors who do not report directly to the position.
- Responsible for other projects as assigned by the Director, based on economic conditions, business trends, and organizational needs and requirements.
For questions concerning this position or recruitment progression, please refer to the Recruitment Contact listed below.
Name: Candi Charmoli
Email: candi.charmoli@uga.edu
Required fields are indicated with an asterisk (*).
- How did you hear about this vacant position? (UGA Jobs -UGA's Job Board, LinkedIn, Indeed.com, Inside HigherEdJobs, UGA Staff Listserv, Terry College Listserv, a current UGA Employee, other - please provide resource) (Open Ended Question)
Required Documents
- Resume/CV
- Cover Letter
- List of References with Contact Information
Optional Documents
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