Sr Director Enterprise Accounts

What We're Looking For:
This role is responsible for providing strategic leadership and oversight to the Enterprise Sales B2B Enterprise Accounts function including onboarding, customer success, and account management ensuring our existing customers receive the highest quality of service and delivery, while supporting the sales function on renewals, upsells and product adoption.
Responsibilities Include, But Are Not Limited To:

• Define and optimize customer journey
  • Define the vision of a white glove experience
  • Standardize the template for a Success Plan for customers in all segments via continuous journey mapping exercises.
  • Define and oversee lifecycle processes/touch points, including exec sponsor program, EBR process, "listening" points (e.g. on usage, NPS), and others
  • Create standard presentation materials for lifecycle plays
  • Personally manage escalations from your direct reports, and follow a methodical escalation process to execs
  • Identify opportunities for continuous improvement- Kaizen approach
• Drive true value for customers
  • Be an expert on best practices in change management
  • Promote the consultative approach amongst your team members
  • Find ways for CSMs/ AMs to deeply understand our customers' objectives and become a trusted right-hand advisor
  • Determine how to define, drive, and demonstrate the value (ROI) delivered
• Lead cross-functionally to drive customer success
  • Clarify ownership for each part of the journey
  • Gather feedback from other departments, including Renewals & Expansion, Sales, Services, Support, Product, and Marketing, to improve the customer experience
  • Advocate for changes in other departments' ways of working (including our onboarding process) and collaborate with them to implement those
  • Drive company-wide definition of ideal customer
  • Create company-wide customer feedback loop via Salesforce
  • Help foster company-wide culture of Customer Success
• Drive alignment with Renewals & Expansion and Sales
  • Align with VP on renewal and up-sell strategy and focus on selling with a retention focus
  • Ensure cohesive hand-off
  • Define CSM/AM involvement during sales cycle
• Own key metrics for your team
  • Gainsight Customer Health Scoring RYG
  • Renewal rate and %
  • Up-sell/ expansion dollars
  • Habits / product adoption metrics
  • NPS/ Csat
  • Sales of Premier Support & Success
  • Own the financial model for your team, including projections of costs and new hires, and forecasts of renewal and upsell rates
• Recruit, mentor, groom and inspire a world-class team
  • Build a pipeline of great candidates
  • Establish a rigorous interview process
  • Set expectations on performance and give feedback
  • Set up training and mentoring to grow team
  • Create culture of massive customer delight
  • Communicate and incentivize to drive performance (in line with incentive structure for the rest of the AM/CSM team)
• Propose improvements to your team's organizational structure
  • Define segmentation of your customer portfolio as appropriate
  • Define different levels within the team
• Achieve operational excellence
  • Continuously communicate metrics to team
  • Report on metrics each week to VP of Global CS

Things That Should Be In Your Background:

• 7-10 years experience in leading customer-facing organizations
• Travel up to 25%
• Customer Success Tools like SF 360, Gainisght, Churn Zero or equivalent
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ability to thrive in ambiguity and high change in a collaborative and innovative manner
• Excellent communication and presentation skills
• Data driven approach to measuring customer health
• Ideally combined background of post-sale and sales experience
• Strong empathy for customers and passion for revenue and growth
• Analytical and process-oriented mindset
• Deep understanding of value drivers in B2B business models
• Demonstrated desire for continuous learning and improvement

About 2U Inc. (NASDAQ: TWOU)
2U is comprised of 3 lines of business: Graduate Degree Programs, Short Course, and Boot Camps. Going beyond traditional learning management systems, we use tech, people, and data to help top universities and enterprise organizations transform in the digital era-and eliminate the back row in higher ed. We support lifelong learning which means thinking beyond a single degree. It means finding ways for students to gain the skills they need to change careers, evolve their expertise, and meet the challenges of the changing world head-on. We help our partners fill those needs-developing new digital education technologies and offerings capable of supporting students at different points in their lives. Whether they need a simple refresher, to learn something new, or to change their career trajectories completely, our partners are there to help them succeed. Together with our partners, 2U has positively transformed the lives of more than 275,000 students and lifelong learners.
2U Diversity and Inclusion Statement
At 2U, we are committed to creating and sustaining a culture that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities of our employees. We strive to offer a workplace where every employee feels empowered by the ways in which we are different, as well as the ways in which we are the same.
Benefits & Culture
Working at 2U means working with individuals that are passionate and mission driven. We collaborate on tough problems to deliver the best outcomes for our partners, students, and each other. You will find team members working together in our open office spaces, gathered in the kitchen grabbing a snack, or taking a break in our game rooms.
2U offers a comprehensive benefits package:

• Medical, dental, and vision coverage
• Life insurance, disability and 401(k)
• Unlimited snacks and drinks
• Generous paid leave policies including unlimited PTO
• Additional time off benefits include: volunteer days, parental leave, and a company-wide winter break

In Colorado, the anticipated base salary for this role is$140,000.00 with potential bonus and equity eligibility. Note: The final compensation for this position may consider factors including the geographic location where the work is performed (candidate's assigned office) and prior work experience of the candidate.
To learn more, visit 2U.com. #NoBackRow
Note: The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.
2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans' status, or any other classifications protected by applicable federal, state or local laws. 2U's equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay.