Director, Customer Engagement - APA Publishing

American Psychological Association - Washington D.C., District of Columbia or Remote - Full time

As the publishing arm of the nonprofit American Psychological Association, APA Publishing is supported by more than 125 years of research and publication. During that time, we have set the standards for research, writing and publishing in psychology. These standards, combined with our scientific integrity, ensure the quality and impact of the information we curate and disseminate—helping to amplify the voice of psychology to our community of scholars, practitioners, librarians, and students. Together, we are able to advance the science and application of psychology to shape its future, benefit society, and improve lives.

The Director, Customer Engagement is responsible for ensuring our customers can easily access, use, and derive full value from APA’s higher education and research products. This includes onboarding, training, and support during all stages of the customer journey to make the quality of APA’s customer experience a competitive differentiator. The Director oversees, and will be responsible for building out, a team of product experts who support customers for new and established higher education and academic research products across the sales process (pre-sales, trial/pilot period, post-sales). The Director also ensures that customer feedback and actionable insights are shared with the Sales, Marketing, and Product teams. The role reports to the Head of Sales & Marketing, APA Publishing.

Education and Experience Required:

  • Bachelor’s degree required. Advanced degree preferred.
  • Minimum of seven years of experience in supporting, training and engaging customers in the online/information services industry, academic research, or the higher education content industry.
  • Preferred: At least five years of experience in a customer success role, including experience onboarding, supporting and training educators/instructors in the use of digital courseware.
  • Experience integrating higher education products into learning management systems.
  • Minimum of five years of supervisory/management experience.
  • Demonstrated ability to support a variety of very different product types for multiple market segments.
  • Demonstrated experience in collaborating with Sales, Marketing, Product, and IT development teams.
  • Experience with Agile project management methodology preferred
  • Budget management experience

Computer Skills Required:

  • Experience with Salesforce Service Cloud highly desired.
  • Experience conducting product integrations with LMS’s highly desired.

Responsibilities:

  • Oversee and set the strategic direction for a team of product experts who provide services including onboarding, training, and customer support, to new and existing customers, for established and new products across a $100M+ publishing program. Includes users at phases of the customer journey, including the trial and pilot periods, for products sold via both the library channel and the higher ed adoption market.
  • Optimize the team’s structure and roles to scale up its capabilities, particularly for work in support of our higher education products.
  • Revisit and potentially revise the team’s KPI’s and ensure they are central to the team’s day-to-day work.
  • Direct continued development and evolution of APA’s onboarding services for Higher Ed, which includes LMS implementation, training, and faculty communications.
  • Oversee the development and delivery of product support and educational/training materials in various forms, including delivery of live training sessions.
  • Manage response to customer support inquiries and requests for help and information, including addressing cases needed manager attention and identifying training needs for staff.
  • Manage operational aspects of customer support and onboarding, including contractors, vendors, software tools, and business processes.
  • Direct an ongoing program of outreach to librarians, educators, and other customers.
  • As it arises, contribute feedback from customers on desired product enhancements and sharing those with Product Management to deliver products that meet customer needs.
  • Direct the development and use of Salesforce Service Cloud, leveraging analytics to monitor and improve the Customer Engagement team’s, and APA’s, performance.
  • Directs team of seven professional staff plus contracted staff.
  • Working across functional areas and departments (particularly Sales and Product).
  • Other duties as assigned.

About APA:

The American Psychological Association (APA) represents 118,400 psychologists, students, and affiliates, primarily in the U.S. and Canada but also in other countries around the world. APA is a scientific and professional organization categorized as a 501(c)(3) and has an annual operating budget of about $110 million. Along with its 501(c)(6) companion organization, APA Services, Inc., APA has about 600 employees. The American Psychological Association is located at 750 First Street, NE, Washington D.C., near Union Station. It is Metro accessible from the Red Line, VRE (Virginia), and MARC (Maryland/ West Virginia) commuter trains. For more information, please visit www.apa.org/.

Application Instructions:

Qualified candidates must apply online through APA’s applicant system and attach a resume and cover letter specifying your salary expectations. Applications that are submitted without both documents are considered incomplete and will not be reviewed for consideration. Once your application is submitted, you will receive a confirmation email. Please make sure to check your Spam folder if you do not receive an email from us.

The American Psychological Association is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, protected Veteran status, sexual orientation, gender identity, or any other protected categories covered under local law.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

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