• Director, Account Management

    Job Locations US-MA-Watertown
    Client Success
    Regular Full-Time
  • Purpose

    Liaison, a Glassdoor’s Best Places to Work, offers the following:

    A place to work with fun, smart, collaborative and driven people.  Liaison is unique in that we are an established and profitable company but have that fast-paced energy and feel of a start-up.  Our SaaS based admissions management software and services helps millions of students take the next step in their academic career and is utilized by over 5,000 academic programs!!  



    The Director of Account Management, reporting to the Vice President of Client Success, maintains and expands relationships with our existing clients. In this position, you will own a portfolio of clients. 


    You will act as an ambassador between our clients and Liaison. Cultivate and manage client relationships to support our clients and Liaison’s business goals. Primary responsibilities will include (1) maintaining strong and positive account relationships (Association and/or Schools), ensuring client satisfaction relating to day-to-day operations; (2) assist with new client onboarding, support and training; and (3) educate and engage with end-users to use the full suite of Liaison product and services offerings. In this role, you shall be the central point of contact for the Client and the Company with respect to general account issues (versus specific functional areas). You will be responsible for building and maintaining strong, long-lasting client relationships with key individuals and stakeholders while maintaining high customer satisfaction ratings that meet company standards.



    Account Management Accountabilities:


    You will partner and collaborate with Client Delivery, Product Development, Training, Sales, Marketing, Finance, and Support to see that our Client’s account needs are being satisfied. You will be responsible for ensuring customers are proficient in using our services by providing consultative services to Associations, Schools and Programs.

    • Ensure portfolio of clients are successful in realizing the value of Liaison products and services as a domain expert in Admissions.
    • Proactively consult and guide clients leveraging best practices and past experiences to drive the best outcomes using Liaison products and services.
    • Conduct regular account reviews to ensure client satisfaction. Meet regularly (in person and by phone) with clients and “super users”.
    • Provide senior management with regularly scheduled updates and reports on client portfolio to discuss account health, opportunities, risks, etc.
    • Drive cross-functional teams to maximize client success.

    Positions Requirements:

    • 5+ years of strong client management experience. Demonstrated track record of developing senior level client relationships. Strong client references are necessary.
    • Expertise in college admissions and enrollment processes, especially at the graduate level
    • Knowledge of CAS preferred
    • Exceptional collaborative abilities. Proven experience in working cross-functionally across an organization. Strong peer and supervisor references required. Ability to collaborate effectively at all levels and functions.
    • A love for creative thinking and analytical problem solving.
    • Ability to work in an everchanging, fast paced environment.
    • Exceptional attention to detail and organizational skills.
    • Exceptional communication skills, verbal and written.
    • Strong technical knowledge and ability to communicate the same to a non-technical audience.




    • implement solutions.


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