Are you passionate about building long-lasting customer relationships and optimizing processes that truly make a difference, and doing that while working with one of the fastest growing and coolest companies in Detroit?Please read on!
About NCFDD
NCFDD isn't just a company; it's a catalyst for change.
We've empowered over 300,000 faculty members at 350+ schools to help them achieve their professional and personal goals.
NCFDD is the trusted faculty success partner for universities, helping them support and retain faculty through proven professional development programs, resources, and mentoring. NCFDD helps faculty thrive through increased personal and research productivity, improved work-life balance, and better navigation of their lives in academia.
Founded in 2010 by a former academic, the NCFDD is a for-profit company based in downtown Detroit, MI, backed by a small group of investors and entrepreneurs who are aligned with our mission.
At the NCFDD, we serve not only our universities and their academics but each other. We are consistently working to make sure our employees love their jobs and are invested in our community. Ours is a hybrid workplace fueled by passion, recognized by Crain's Detroit as one of the "Best Places to Work."
Position Summary
The NCFDD has grown to 30 Detroit-based team members, 200+ academic coaches, and over 330 Institutional Members in the last six years. To further the NCFDD's goals, the Senior Client Success Manager is responsible for developing strategic relationships with institutional partners, ensuring they view NCFDD as their "faculty success partner" and fully engage with NCFDD's programs and resources. This role focuses on the full client lifecycle, from the onboarding process to maintaining regular touchpoints with stakeholders, building strong relationships, and driving program participation to support client success and retention. NCFDD is a rapidly growing organization, with the Client Success team at the forefront of that growth. There is an opportunity to be a thought leader with the potential for career growth and expansion within this team and the company.
Responsibilities:
Manage a regular cadence of engagement with institutional members, ensuring continuous support and alignment with their goals through key touchpoints such as:
Onboarding
Quarterly relationship reviews
Renewal planning
Regular check-ins
Lead the onboarding process for new institutional members including:
Conducting virtual sessions with all relevant stakeholders
Sending tailored follow-up communications to ensure smooth transitions
Build and maintain strong relationships with key client stakeholders that result in proactive service, trustworthy dialogue, and eventually strategic thought-partnership on if and how NCFDD is helping them achieve their goals.
Support team to help drive Faculty Success Program (FSP) enrollment through institutional sponsorships, offering concierge-level support and consultation on FSP sponsorship models and recruitment, in partnership with the sales/marketing teams.
Develop and implement strategies to maximize the utilization of NCFDD resources through ongoing communication, data analysis and reporting, and the communication of best practices.
Facilitate proactive renewal discussions, partnership reviews, and, when applicable, offboarding to ensure long-term satisfaction, retention, and prevention of membership churn.
Work closely with customer support to resolve issues related to access, resource utilization, and general partnership questions to provide ongoing, proactive support to institutional members.
Execute administrative and operational tasks, including maintaining accurate records in HubSpot and ensuring the smooth execution of membership-related processes.
About You
Bachelor's Degree / 5-7 years of work in client or customer success roles, preferably serving higher education clients
Track record of managing, improving, and growing strong client relationships and increasing customer lifetime value
Strong consultative skills to understand client needs, strategically address challenges, and create high levels of client satisfaction
Intentional, professional communicator through different channels, including phone/video conference, email, and presentations
Comfort and experience in leveraging and presenting data to clients
High attention to detail, proven ability to multi-task, and manage tight deadlines
Strong Microsoft Office (e.g. Excel), Google Suite (e.g. Sheets) abilities
Experience using and managing CRM software (Hubspot)
Team fit, including alignment with and/or adaptability to the NCFDD's culture
If you've reached this section of the job description and are unsure of whether to apply, please do! At the NCFDD, we welcome diversity of background and experience. We would encourage you to submit an application if this is a role you would be passionate about doing every day.
Benefits
Medical, dental, and vision insurance; dependents and domestic partners eligible
401(k) retirement plan with company match
40+ days of paid time-off annually inc. vacation, federal holidays, sick days, and additional company time-off
Daytime out-of-office policy of up to 2 hours 2x a week (reduces to up to 2 hours 1x a week during summer)
Paid parental leave for birthing and non-birthing parents
Phased back to work program for employees returning from parental leave
Laptop PC iPhone, and peripheral equipment provided
Hybrid Work Model
Most team members work Tuesdays and Thursdays at the NCFDD office in downtown Detroit. We are open to other hybrid arrangements for the right candidate as long as there is enough in-person team to get up to speed, form strong relationships, and demonstrate results.
Paid parking spot in downtown Detroit for use for work and personal purposes.
Monthly home-internet reimbursement.
The NCFDD is an Equal Opportunity Employer, and we make employment decisions on the basis of qualifications, merit and business need. We don't discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.