Sr. Director, B2b Revenue and Operations at Penn Foster Career School in Boston, MA

We are seeking a seasoned operations and business development executive to lead a $20M revenue channel for Penn Foster. This individual will be responsible go-to-market (GTM) strategy and operations for the b2b business including new logo acquisition, client success and support via the following channels: reseller sales, enterprise sales, inside sales and client management.

Essential Job Functions:

• Develop customer lifecycle map including all manual and automated touchpoints from contract signing to renewal to ensure consistency and improved overall customer experience. Work in partnership with Marketing on this initiative.
• Delivery of internal training cross the client lifecycle (Sales, CSM, Coordinators, Support) to ensure a solid understanding of program offerings, pricing, customer touchpoints and the like.
• Provide overall leadership and management to the team (leading a team of 25+ professionals)
• Revenue and Sales Operations
• Responsible for all b2b reporting needs including requirements gathering, data validation/analysis, data integration and data presentation.
• Manage b2b budget and expenses.
• Establishment of territories, quotas, and timely, accurate processing of all commissions
• SFDC business owner including contract management, user administration, business process and enhancements as needed.
• Oversee and evolve sales and revenue operations processes.
• Provide point of connection with marketing and other teams.
• Sales Management
• Establish territories, quotas and plans for resellers, enterprise sales and inside sales that align with corporate strategies. Ensure commissions for all sellers are processed accurately and timely.
• Ongoing management of lead flow, pipeline coverage, deal progression and forecast though 1-1 discussions and monthly sales MBRs.
• Ensure sellers are following best practices relative to pricing and contracting.
• Work with product marketing to identify opportunities for product packages to meet the needs of target audience.
• Work with marketing to ensure lead generation volume and quality is as required to meet the new logo targets.
• Identify opportunity to automate and improve performance reporting.
• Client Management
• Empower customers to achieve their employee development and talent pipeline goals resulting in Penn Foster being the vendor of choice.
• Function as the voice of the customers internally and foster strong cross-functional partnerships (product, marketing, analytics) to drive learner outcomes and customer success.
• Own the strategic and operational initiatives across customers including client success and support. Responsible for developing the strategy and operations to deliver client outcomes, health, retention, expansion as well as strategic insights, solutions, and best practices.
• Conduct assessment of customer experience to identify gaps/overlap and propose changes to existing processes/resources to improve customer experience and cost-to-serve.
• Protect the core customer base by maximizing retention while expanding ACV and TCV by identifying cross-sell/upsell opportunities utilizing data, business reviews and other client management techniques.
• Represent Penn Foster on executive briefings and handle customer escalations to close.
• Use data to proactively understand enrollments and learner outcomes so that we can transform customer experiences.

Knowledge, Skills, Abilities:

• 10+ years of leadership experience across Customer Success, Operations or Strategy, Sales or Marketing Analytics, or strategy consulting, preferably within a B2B SaaS customer success, account management, or consulting. Experience working with HR/L&D customers is beneficial.
• Proven record of data-savvy, analytics-driven decision making – sometimes across disparate systems. Experience working with Salesforce, and Tableau or other data-related software.
• Strong, self-starter approach with ability to relentlessly dig-in for root cause analysis and ultimately, develop solutions.
• Superior project and time management skills; excellent attention to detail.
• Excellent communication skills, both written and verbal, including effective interdepartmental communication skills.