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 - Equitable Access 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.
Qualifications
- 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.
