VP Client Engagement

| Chicago
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Description

Everspring is seeking an experienced professional with client services/customer success background. We are adding a VP of Client Engagement to our growing team of client managers. The role is responsible for overseeing a portfolio of university partnerships nationwide. This includes accountability for fostering strong relationships with key university stakeholders, coordinating service delivery across internal partners and functions, and delivering outstanding financial and operational results. The VP of Client Engagement will report to EVP of Client Engagement.

 

The role provides overarching project management for unique and complex technology-enabled services, including acting as a central point of communication for university partners, serving as a resource for Everspring’s functional teams operating in a matrix environment, identifying and resolving operational challenges.

 

The ideal candidate:

  • Is an enthusiastic self-starter with strong leadersip skills, who enjoys fast-paced environment and is a consensus builder internally and externally
  • Has demonstrated success managing client relationships in complex technology and professional services implementations
  • Has an accountability mindset, enjoys taking ownership of difficult issues to successful resolution while meeting the needs of a wide variety of stakeholders
  • Is a natural collaborator, with exceptional written, verbal, and presentation communication skills, including the confidence to organize and facilitate effective meetings with senior-level executive and university stakeholders

Responsibilities

 

Maximize university relationships

  • Build strong and trusting relationships with key university stakeholders
  • Demonstrate subject matter expertise, competitive understanding, and thought leadership needed to become a trusted partner and advisor at multiple stakeholder levels
  • Develop and implement plans to maximize the financial and strategic value of university program portfolios
  • Ensure that strategic and performance goals are being delivered on all accounts, and that our university partners’ needs are being met 
  • Work with marketing and analytics peers to identify new program opportunities and expand existing partnerships
  • Act as central point of communication and single point of escalation for service delivery issues 
  • Communicate strategic direction, key activities, and results to key stakeholders
  • Effectively communicate project milestones and accomplishments, highlighting Everspring’s contributions to our clients’ success
  • Plan and lead thought leadership meetings and communications to partners
  • Manage change requests, delivering difficult messages in a positive and effective manner both internally and externally, including acting as an internal advocate for our partners
  • Plan, prepare and lead regular account reviews for Everspring executives that provide meaningful insight into service operations 

Provide overarching project management and performance accountability 

  • Define account strategies and build corresponding account plans and timetables
  • Translate strategic goals and objectives into cleary defined action steps and proposals
  • Monitor service delivery and track client requests, to exceed targets and ensure successful service delivery 
  • Manage and measure key project milestones and key performance indicators to meet strategic, performance, and client satisfaction goals, meeting or exceeding targets
  • Pre-emptively identify and resolve potential conflicts and challenges
  • Support functional leads in managing and delivering contractual and performance commitments

Develop processes, materials and support tools

  • Implement functional best practices to support exceptional client satisfaction outcomes
  • Track, analyze and continuously improve metrics on service delivery, quality and client satisfaction 
  • Provide actionable information to functional leads to align services with client needs
  • Analyze, organize, and present performance data to deliver valuable and actionable insights to Everspring leadership and key university stakeholders

Requirements

  • Bachelor’s degree and 10+ years experience leading professional services delivery
  • 5+ years of hands-on account management experience, delivering complex services to institutional and enterprise clients
  • Higher Education experience is preferred 
  • Strong business acumen and demonstrated ability to achieve revenue and service targets
  • Proven account management skills and a track record of delivering outstanding results
  • Superior problem solving skills and project management ability, including experience working with multiple stakeholders and balancing business priorities
  • Exceptional written, verbal, and presentation communication skills, including well-developed negotiation and conflict management skills
  • Fluent in project management practices and operational knowledge of Tableau, Salesforce, Jira, Excel
  • Self-starter, with superior organizational ability, and a demonstrable record of leading through influence, across multiple levels and functions within a complex organization or institution
  • Demonstrated ability to meet challenging deadlines while delivering high quality work, with a rigorous attention to detail
  • A natural “people person,” comfortable with a wide range of internal and external stakeholders 
  • Able to travel nationally 30-40% (on average 8 days per month / 2 days per week)

About Everspring

 

Everspring, Inc. is an ed-tech trailblazer. We create customized, integrated digital solutions that enable top universities to design and deliver their programs online, with excellence. Our exceptional technology platform and complementary services empower universities to focus on teaching engaging content that transforms lives. 

We offer a range of full-service turnkey solutions and fee-for-service offerings, as well as a set of innovative standalone products. We deliver industry-leading outcomes in academics and instructional design; market research and program design; marketing and lead generation; recruitment and enrollment services; student support and retention services; and technology infrastructure and analytics. Our proprietary methodologies yield uniquely tailored solutions that drive tangible value for our university partners, their faculty, and their students. 

 

Based in Chicago, Everspring serves a growing number of colleges and universities.

 

Everspring is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Everspring makes hiring decisions based solely on qualifications, merit, and business needs at the time.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
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    • PHPLanguages
    • PythonLanguages
    • RLanguages
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    • jQueryLibraries
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    • AngularJSFrameworks
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    • MongoDBDatabases
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    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • TableauAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • XDDesign
    • InDesignDesign
    • PremiereDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • SalesforceCRM
    • MarketoEmail
    • MarketoLead Gen

Location

Experts at staying connected, our offices are in the Loop, steps from the river, public transit and the best food in the West Loop and River North.

An Insider's view of Everspring

What’s the vibe like in the office?

The vibe in the office is casual and collaborative. There is a lot of teamwork cross-functionally. You're exposed to a wide range of operations that don't only focus on your specific role, but the business as a whole. There are many opportunities to learn from your colleagues in marketing, learning design, and technology!

Aggie

Client Engagement Manager

What does your typical day look like?

What excites me about working in Admissions is that you never know what you're getting yourself into each day. I live for the challenging questions thrown at me and overcoming their obstacles or objections. At the end of the day, I'm honored to be a part of their journey...my goal is to leave them with an impression they'll never forget.

Jeffrey

Team Lead - Admissions Advisor

How has your career grown since starting at the company?

I have been given the opportunity to go from managing a few projects on a handful of technologies to managing the product strategy for over three dozen products with multiple projects running concurrently. Everspring has given me the opportunity to gain my stride by providing me the freedom to exercise my creativity and technology domain knowledge.

Abuzar

Director of Product Development

How do you collaborate with other teams in the company?

Growing up, my father always used to sit me down and talk to me about life. My biggest takeaway from those talks is that I should always surround myself with good people.
Good people are the most important asset an organization can have, and Everspring definitely has this asset. Our culture promotes creativity, collaboration and personal growth.

Michael

Admissions Advisor II

What are Everspring Perks + Benefits

Everspring Benefits Overview

We understand that our employees are our success. We are dynamic, curious, passionate and collaborative problem solvers who push the boundaries of innovation on a daily basis. Our growth is a direct result of their investment in us. That’s why we offer a competitive and comprehensive benefits package that includes health coverage, a 401K plan, company-paid life insurance, work-life balance benefits and much more. We also know that our employees understand the spirit of Everspring better than anyone. We offer a generous referral bonus when employees help us identify the mix of talent, drive and personality that results in a successful hire.

Because our employees invest their talents and efforts in us, we strive to invest in them and their needs. We understand that time off is important, so we provide both paid company holidays and a generous PTO accrual policy, allowing our employees to take time off and recharge based on their unique, individual needs.
Wellness is an important part of our company culture, so we cover the majority of the cost for our in-building gym, allowing our employees easy access to fitness, wellness and peace of mind. We also participate in the annual Chase Corporate Challenge, allowing our employee community an opportunity to take part in collective fitness, fun and celebration.

In our downtown location on the Chicago River, our offices occupy the 22nd floor, offering our employees an expansive view of our beautiful city and a daily display of the beating heart of the Loop. And in our spacious, luxurious 30th floor coffee lounge, employees can take a midday beverage break, lead collaborative sessions at communal work tables or just get some heads down time on the regular.

Because we work hard, we play hard as well. Everspring offers a wealth of unique socialization outlets for its employees, ensuring that our dynamic, innovative culture is upheld through connection and camaraderie. Explore a few of the ways we stay connected:

- Culture committee dedicated to cross-company collaboration, education and community engagement
- Regular social events including game nights, happy hours, team and company outings, corporate races,
summer and holiday parties, and potlucks
- Endless coffee, soft drinks and sparkling water to suit anyone’s taste bud needs
- Casual and open office environment

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Hiring Practices that Promote Diversity
Everspring is an equal opportunity employer that is committed to and celebrates diversity and inclusion in the workplace.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
The confidential Employee Assistance Program can help you with things like stress, anxiety, depression, chemical dependency, relationship or legal issues. This is a free service to employees.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Starting in the 1st quarter of 2021, Everspring will provide employees with a 401(k) employer match. As a company, we'll be matching dollar-per-dollar up to 4% of an employee’s deferral into the 401
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Our remote work program includes work from home one day per week after 6 months of employment.
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
We offer between 15 and 30 days of paid time off per year based on years of service.
Paid Volunteer Time
Sabbatical
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Everspring offers a variety of coffee, tea, soda and those delightful flavored seltzer waters.
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
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