Community: Product Line Management
Location: United States
Date Posted: Sep 23, 2021
Travel Requirements: Occasional
Senior Director, Enrollment and Retention Services
Remote – US
We’re looking for a Senior Director, Enrollment and Retention Services to help us push the boundaries of what education can offer through the power of technology. Education is our passion, and our team members bring that to work each day as they aim to advance learning in every region of the world. Blackboard is the world's leading education technology company, providing dynamic products and services to the global education community. We’re focused on driving innovation in EdTech and working with our clients to create a smarter learning environment.
At Blackboard, we believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices, but who we are as a company.
For more information about Blackboard Inc. and our career opportunities, please visit www.blackboard.com.
Over the past 10 years, Blackboard has developed capabilities to help institutions grow enrollment and improve retention. Blackboard Student Success offers institutions a set of connected capabilities to make measurable and sustainable impacts on the student experience. Our portfolio encompasses the full spectrum including supporting strategic planning efforts, full-service marketing and enrollment management, student support and retention coaching. The results lead to increased revenue, better management of costs, and more efficient use of resources which help ensure the long-term health and viability of the institution.
Blackboard’s Marketing and Enrollment organization within Student Success is looking for a knowledgeable, results-oriented Sr. Director of Enrollment and Retention Services to join our client-facing enrollment delivery team, work directly with our Higher Education partners, and drive results for overall enrollment and retention performance. We’re focused on helping our clients navigate successful enrollment growth and student success confidently by making data-driven decisions that address the big challenges facing their institutions today.
The Sr. Director, Enrollment and Retention Services will be responsible for leading Blackboard’s enrollment and retention practice serving higher education. This person will work directly with our institutional partners and internal resources on the implementation and delivery of all services and capabilities related to enrollment and retention coaching. This includes management of Enrollment Delivery and Performance Leadership. In addition, the Sr. Director will be responsible for providing executive-level strategic and functional expertise to Sales, Enrollment Operations, and Product Marketing teams on the full spectrum of these services. To be successful in this position, the Sr. Director must possess a deep and fluent understanding of the market trends impacting Higher Ed enrollment success.
The ideal candidate will bring over 10 years of experience working most recently in fields related to enrollment management, admissions, and/or retention coaching. This person will possess a drive for cultivating these skills and have an expert understanding of strategic enrollment management as well as an understanding of the factors impacting student retention and persistence. Direct experience within the higher education sector is required. This person will report directly to the VP and General Manager of the Student Success organization and serve as a senior member of the Student Success organization within Blackboard.
This role will have a direct and significant impact on the success of Blackboard’s growing marketing and enrollment services division. The responsibilities include:
General Management of Enrollment Business Solution
The Sr. Director’s primary responsibility is to drive the enrollment and retention coaching solution performance for clients and its overall book of business. This means driving performance and lending executive-level support to sales growth (both renewals and new sales), revenue growth, expense management and contribution margins. The functions within this area include ownership of pricing strategies, support of sale performance, and accountability for revenue tracking and growth. The success of the Sr. Director’s contributions and related performance incentives will tie directly to the success of the Enrollment and Retention Solution and associated P&L.
Through strategic Enrollment & retention delivery and performance, lead a growing 100-person organization by providing strategic vision, direction, career coaching and development. Build and evolve the team and the resources required to exceed client expectations and expand the business. Ensure that the team’s functional budget is managed while ensuring adequate allocation of resources within available expense.
The Sr. Director is expected to bring significant experience and insight related to enrollment and retention functions to the Student Success organization. They must be highly adept at structuring enrollment strategies for driving tuition growth and an overall return on the client’s investment. The Sr. Director must be able to recognize and implement best practices that elevate conversion rates throughout the student enrollment funnel, increase application yield rates, and mitigate retention risk. This requires a high degree of comfort in analyzing enrollment and retention reporting metrics, data, and KPIs to ensure effectiveness of the Blackboard coaching services. This person must be an expert in these areas such that they can easily relay and act upon proven best practices.
As the chief architect for this service, the Sr. Director is the most qualified person to provide input and assessment on the quality of the operational delivery. It will require him/her to be directly involved in leadership conversations, decisions on significant changes to processes, and operational updates of significance. They are also responsible for outlining specific processes that Operations should be leveraging to ensure the intended results on behalf of the client. This includes developing a formal onboarding process of management and advisors and implementation steps and processes. Ultimately, the Sr. Director and their team is accountable to the success of our enrollment and retention clients, as demonstrated through enrollment performance, renewal rates and increased ARR.
Technology and Systems
This person will play an important role in all on-going efforts to bring additional technology and tools forward to improve our offering. This may include CRM, marketing automation, BI tools, automation, and other related platforms that will drive scale and efficiency for both the business and our clients.
Superior Client Service
The Sr. Director is expected to provide Blackboard clients with superior service and executive-level sponsorship. With the help of account managers, they must be able to accurately set expectations, onboard new clients, map priorities and processes, manage commitments, and respond with urgency to client concerns. Superior communication, executive presence, and customer service skills are a must for this role as this person will be seen as an escalation point of contact. As a senior member of the team, the Sr. Director is expected to deliver on impeccable quality management, excellence, and polish on every client deliverable or interaction. Success in this role will be directly connected to each client’s delight and satisfaction which ultimately translates to renewals, references, and project expansion.
As the leading subject matter expert on these services, the Sr. Director will be responsible for playing a significant supporting role to the Blackboard Sales organization. This involves providing executive-level, subject matter expertise in sales presentations or meetings, helping to architect the best solution portfolio for each client based on their specific goals, and approving pricing/proposals related to these services. They will also be called upon to develop realistic and achievable customized solutions to meet high-value client needs.
Leveraging their seasoned background in enrollment management, the Sr. Director must define, document, and champion a roadmap for Blackboard’s solution that exceeds client expectations, drives the market forward, and offers innovation. This requires a close relationship with existing and perspective clients, understanding the competition, and a relentless analysis of performance data. Working closely with our experts in Product Marketing, the Sr. Director has responsibility for clearly defining the components of the solution, explaining our unique benefits, and points of differentiation. They are responsible for initiating and leading pricing exercises on enrollment and retention solutions, while ensuring adequate margins and resource allocation, working closely with Finance and Business, Planning and Analytics. The Sr. Director is responsible for supporting Sales and Marketing teams with input on marketing materials and internal training required to promote the enrollment and retention solutions.
This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.
Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.
This position is not available for candidates residing in the following states: CO, CA, MA
Req ID: 564