The Opportunity

　　Huron helps its clients drive growth, enhance performance and sustain leadership in the markets they serve. We collaborate with education organizations to develop strategies and implement solutions that enable the transformative change our clients need to own their future. Together, we empower clients to drive innovation, create sustainable funding streams and deliver better student outcomes.

　　Today, leaders of higher education institutions and academic medical centers are spending too much time reacting to market forces, rather than focusing on the essential priorities that help students, faculty and staff thrive. The most productive path forward requires an intentional approach and innovative thinking, whereby stakeholders across the entire institution rally around a shared vision and embrace the hard work of effecting change.

　　You’ll help our clients to achieve organizational effectiveness, improve student outcomes, implement new technologies and align resources and investments to ensure long-term sustainability.

　　Join our team as the expert you are now and create your future.

　　Position Summary

　　The Technical Account Lead oversees the Customer Relationship function supporting post-implementation Huron Research Suite clients. A key leader in the Global Products team, this role will focus team members to execute against contractual obligations and achieving high levels of Customer satisfaction. A successful candidate will have excellent communication and organizational skills who can cross collaborate with a variety of internal stakeholder teams.

　　Qualifications

　　Your responsibilities will include:

　　Leads the team executing the customer relationship function. Maintains strong relationships with customers ensuring high levels of customer satisfaction

　　Collaborates with relevant teams to develop and implement standard procedures and measuring against expectations set for the team and organization to optimize service delivery and client success. This includes educating clients on support best practices.

　　Maintains connection with leads of the relevant teams for project management of billable workstreams

　　Supports team in establishing and maintaining of awareness of high-level, long-term individualized client HRS roadmaps, including migrations and upgrades.

　　Develops, evaluates, and implements strategies to gather and respond to customer feedback. Serves as escalation contact for customer feedback

　　Coaches team on maintaining visibility of client needs beyond HRS, and understanding how to escalate to the proper owners in Huron

　　Communicates customer perspectives to business leaders, resulting in improved delivery of products

　　Cultivates team talent. Set aligned goals, provide supportive feedback

　　Upholds a culture of accountability and growth. Collaborates to improve collective GP operations weighted from customer perspective

　　Commands response management during critical issues/outages

　　Identifies at-risk renewals and collaborates with the appropriate internal teams to devise mitigation strategies

　　Oversees CRM system usage and improvements

　　Analyzes customer usage data to identify trends, opportunities, and potential threats

　　Maintains an understanding of industry trends and the competitive landscape to inform strategic decisions

　　Facilitates information to support renewals, pricing, and collections activities

　　Upsell/Cross-Sell Opportunities: Identify and drive upsell and cross-sell opportunities within the existing Customer base, and collaborate with the Sales team during the identification and pursuit of these opportunities

　　Contract Negotiation: Collaborate with cross functional teams to ensure contract terms are fulfilled, negotiate and create favorable contract terms, and secure price increases

　　Forecasting and Reporting: Develop and maintain accurate renewal forecasts, provide regular updates to management, and assist the Finance, Sales & Customer Success functions in revising and reporting renewal opportunities

　　Process Improvement: Continually improve the renewal process by incorporating feedback and leveraging data-driven insights

　　Renewal Management: Manage the end-to-end renewal process, maintain a renewal pipeline, and achieve the assigned revenue under management target

　　QUALIFICATIONS:

　　8+ years experience in project management or Customer relationship management

　　Research administration experience preferred, not required

　　Ability to drive multiple priorities through delegated leverage

　　Strong communication skills, ability to articulate to technical, non-technical and executive audiences

　　Team leadership experience including building talent, training, supervising, coaching/mentoring, and performance management

　　Experience with CRM systems and driving improvement of KPIs

　　Demonstrated financial acumen and a history of data-driven decision-making based upon business metrics

　　Experience developing budgets, forecasting costs, and making tradeoffs to drive business outcomes.

　　The estimated base salary range for this job is $140,000 - $200,000. The range represents a good faith estimate of the range that Huron reasonably expects to pay for this job at the time of the job posting. The actual salary paid to an individual will vary based on multiple factors, including but not limited to specific skills or certifications, years of experience, market changes, and required travel. This job is also eligible to participate in Huron’s annual incentive compensation program, which reflects Huron’s pay for performance philosophy. Inclusive of annual incentive compensation opportunity, the total estimated compensation range for this job is $175,000 - $270,000. The job is also eligible to participate in Huron’s benefit plans which include medical, dental and vision coverage and other wellness programs. The salary range information provided is in accordance with applicable state and local laws regarding salary transparency that are currently in effect and may be implemented in the future.

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　　Posting Category

　　Education

　　Opportunity Type

　　Regular

　　Country

　　United States of America

　　At Huron, we’re redefining what a consulting organization can be. We go beyond advice to deliver results that last. We inherit our client’s challenges as if they were our own. We help them transform for the future. We advocate. We make a difference. And we intelligently, passionately, relentlessly do great work…together.

　　Are you the kind of person who stands ready to jump in, roll up your sleeves and transform ideas into action? Then come discover Huron.

　　Whether you have years of experience or come right out of college, we invite you to explore our many opportunities. Find out how you can use your talents and develop your skills to make an impact immediately. Learn about how our culture and values provide you with the kind of environment that invites new ideas and innovation. Come see how we collaborate with each other in a culture of learning, coaching, diversity and inclusion. And hear about our unwavering commitment to make a difference in partnership with our clients, shareholders, communities and colleagues.

　　Huron Consulting Group offers a competitive compensation and benefits package including medical, dental, and vision coverage to employees and dependents; a 401(k) plan with a generous employer match; an employee stock purchase plan; a generous Paid Time Off policy; and paid parental leave and adoption assistance. Our Wellness Program supports employee total well-being by providing free annual health screenings and coaching, bank at work, and on-site workshops, as well as ongoing programs recognizing major events in the lives of our employees throughout the year. All benefits and programs are subject to applicable eligibility requirements.

　　Huron is fully committed to providing equal employment opportunity to job applicants and employees in recruitment, hiring, employment, compensation, benefits, promotions, transfers, training, and all other terms and conditions of employment. Huron will not discriminate on the basis of age, race, color, gender, marital status, sexual orientation, gender identity, pregnancy, national origin, religion, veteran status, physical or mental disability, genetic information, creed, citizenship or any other status protected by laws or regulations in the locations where we do business. We endeavor to maintain a drug-free workplace.