Note: The job is a remote job and is open to candidates in USA. EAB is dedicated to making education smarter and communities stronger, partnering with over 2,800 institutions to drive transformative change. The Senior Director, Research Account Management will lead a team to manage a significant renewal pool, focusing on partner retention and growth through strategic engagement and collaboration across multiple teams.
Responsibilities
- Responsible for a business line/team renewal pool of $60M+ on an annual basis, including understanding partner decision processes, budgeting cycles, renewal timing, contracting dynamics, oversight for renewal KPIs, revenue projections, pacing, and goal attainment
- Maintain a current view of top renewal risks and opportunities across the team portfolio, including top contracts, partner dynamics, decision risks, weak spots, growth opportunities, and where leadership attention is needed
- Use Salesforce and other data sources to run monthly and quarterly pacing, risk/opportunity reviews, revenue projections, and goal tracking; translate reporting into prioritized action for the team
- Generate ideas and lead save, renewal, and growth plays that improve renewal rate performance beyond current goals
- Manage team against Salesforce and other data tracking and reporting expectations, ensuring high-quality and timely compliance
- Lead complex and sensitive negotiations, challenging renewal discussions, and creative contracting; coach and upskill the team in this area
- Support Account Managers in developing value-based renewal narratives, escalation strategies, and save plans that go beyond discounting when partners question value or face budget pressure
- Conduct consultative one-on-one presentations to educate partners on EAB services, acting as an escalation point for the team as needed
- Manage team against developing a deep knowledge of partner priorities at the institutional level as well as by partnership program, and mapping to effective commercial value narratives
- Understand partner internal politics and key influencers; coach Account Managers on how to navigate complex partner dynamics
- Build and maintain repeatable operating rhythms for the team, such as renewal reviews, large-contract reviews, account-planning sessions, top-risk/top-opportunity trackers, and 30/60/90 follow-up plans
- Use partner and portfolio signals - including utilization, impact evidence, diagnostic calls, APRs or success plans, executive/persona engagement, and decision risk - to determine where the team should spend time and where leadership should intervene
- Develop or refine best practices, scripting, collateral, templates, and accountability flows that improve consistency, follow-through, and service quality across the team
- Communicate business priorities, tradeoffs, and next steps clearly through crisp team updates, leadership pre-wires, and action-oriented meetings
- Monitor and communicate partner and market interests and trends across programs to Sales, Product, Research, Success delivery teams, and Commercial leadership on a regular and ongoing basis
- Synthesize patterns in win/loss themes, partner feedback, value objections, and market needs; translates patterns into recommendations for product, service, messaging, and go-to-market improvements
- Drive product and service strategy by acting as a voice of the market and thought partner to broader leadership
- Develop a deep understanding of key industry and segment issues and challenges; understand EAB’s point of view on industry issues
- Develop deep knowledge of EAB programs and offerings; support the team in developing the voice of the market for EAB and other key internal stakeholders; help develop best practices, scripting, and collateral to improve overall service delivery
- Partner with Sales, Product, Research, and Success delivery teams to drive value, impact, and renewals while innovating as necessary to help grow the business
- Manage a team of Account Managers, driving excellence in service and impact delivery and renewal/commercial outcomes
- Serve as an indirect manager to Account Management Associates
- Support staffing, coverage, onboarding, transition planning, and portfolio deployment decisions; match staff strengths and development needs to portfolio and business priorities
- Coach Account Managers in live business situations, including preparation for difficult partner conversations, role-play, post-call coaching, feedback, measurable development goals, and stretch opportunities
- Coordinate with Account Management leadership and Sales leadership on broader revenue and go-to-market strategy
Skills
- Bachelor's Degree from an accredited College/University
- Minimum of 8-10+ years of post-graduate professional experience
- Experience in Sales, Account Management, Partner Success, and/or an equivalent role, including a revenue quota and proven record of success
- Ability to communicate effectively, both orally and in writing, with senior executives
- Proven ability to meet monthly, quarterly, and annual financial goals
- Proven staff management and coaching experience
- Proven negotiation skills and ability to coach others through complex renewal, value, or contracting conversations
- Experience building relationships internally and externally, and ability to collaborate effectively and manage multiple clients
- Willingness to travel up to 20%, with a virtual partner-facing expectation of up to 70%
- Valid driver's license
- Experience with at least one of the following: Client management, Delivering client presentations and facilitating discussion, Teaching and/or breaking down complex or abstract ideas into simpler concepts
- Professional experience serving the education sector and/or experience working within a B-to-B subscription-based content and services organization
- Experience managing a commercial and/or partner success team, including skills coaching, staff career management/pathing, pipeline management, service strategy and utilization management, and motivating toward goals
- Experience building repeatable operating cadence, playbooks, trackers, or accountability systems that improve team execution and follow-through
- Experience working with Product, Research, and delivery teams to drive innovation and influence offerings in support of market and partner feedback and trends
- Analytical thinking skills and ability to use quantitative and qualitative data to prioritize team effort, surface risks/opportunities, and manage processes, projects, and operations
- Proven experience managing multiple, competing priorities to deliver strategic impact
- Strong judgment, executive presence, and ability to handle ambiguous, politically complex, or high-stakes partner and internal situations
- Commitment to embracing a continual learning environment and contributing to a dynamic and welcoming culture of fairness, authenticity, and belonging in support of EAB's mission, values, and aspiration
Benefits
- Discretionary bonus or incentive compensation
- Medical, dental, and vision insurance plans; dependents and domestic partners eligible
- 20+ days of PTO annually, in addition to paid firm and floating holidays
- Daytime leave policy for community service and flextime for fitness activities (up to 10 hours per month each)
- 401(k) retirement savings plan with annual discretionary company matching contribution
- Health savings account, healthcare and dependent care flexible spending account, and pre-tax commuter plans
- Employee assistance program with counseling services and resources available to all employees and immediate family
- Wellness programs including gym discounts, incentives to promote healthy living, and family access to the leading app for sleep, meditation, and relaxation
- Fertility treatment coverage and adoption or surrogacy assistance
- Paid parental leave with phase back to work program for birthing and non-birthing parents
- Access to milk shipping service to support nursing employees during business travel
- Discounted pet health insurance coverage for dog and cat family members
- Company-provided life, AD&D, and disability insurance
- Financial wellness resources and membership in a robust employee discount program
- Access to employee resource groups, merit-based advancement, and dynamic professional growth opportunities
- Benefits kick in day one
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