Access Success Leader

Follett Higher Education is a leading educational service provider and omnichannel retailer, providing students, faculty, staff, parents, and fans with course materials, learning tools, and retail services needed to support the collegiate journey. Follett Higher Education supports over 6 million students through its 1,100 physical and 1,750 eCommerce campus stores across North America. Location: Westchester, Illinois, USA Job Category Course Materials Full-Time/Part-Time Full-time Overview Target Annualized Salary: $55k - $65k Job Description Position Overview: The Access Success Leader is responsible for the account management and program success of the Follett Access IA and/or EA programs for multiple campuses/stores within assigned regionalized geographic groups. This position will also be responsible for Auditing & Compliance, Term-Over-Term Program Success, and Program Execution, including assisting with growth & profitability/margin goals, invoicing/collection of assigned Access programs, and support in delivery of Willo integrations via publisher/faculty outreach. The role collaborates with Follett Access Support, Implementation, Access Solutions Directors, Course Materials Market Managers, Store/Field Teams, and campus partners on training, product and process improvements & execution, reporting directly to an Access Success Manager. Responsibilities Auditing & Compliance and Term-Over-Term Program Execution Ensure execution of RACI and other tools and best practices to support successful preparation and execution of the Access program. Support the adoption and delivery process of IA/EA course materials, including physical and digital materials and supplies, in collaboration with campus partners, store teams, course materials teams, and Access sales and implementation teams. Partner with store/CMM team to secure and ingest adoptions for program courses in partnership with faculty/publishers and ensure proper pricing and margin. Support program inquiries for stores/campuses within the region. Resolve complex operational issues involving multiple teams, including internal teams, campus IT, and publishers. Train and support store teams, course materials partners, and other Access team members with systems, processes and program execution. Program Success and Relationship Management Be a trusted advisor to key customer stakeholders and executive sponsors. Coordinate Access messaging to campus partners. Collaborate with Access Solutions Directors, Implementation & Support teams, and CM regional leadership on program execution. Host regular touch‑base meetings and post‑mortems with each campus and Access Operations & Implementation. Solicit formal and informal feedback from campus stakeholders – administration, faculty and students. Maintain publisher and faculty relationships, including messaging/training on delivery of digital products and LMS setup with campus, and work on program growth for future terms and Willo integrations. Partner with store/campus team to develop and maintain communication & support plans based on internal and external customer expectations and program changes. Review program results, metrics, savings and outcomes with contacts annually while seeking continual feedback and process opportunities. Accounts Receivable Management and Account Growth Partner with Access, CM and Field teams to plan and identify future Access growth; follow up on leads and proactively communicate with faculty on classes/materials for program expansion. Ensure accurate pricing and account set‑up, verifying charges, dates and deadlines to ensure smooth billing. Manage invoices, payment processing and account reconciliation related to Access programs; ensure timely collections, resolve billing discrepancies and collaborate with internal teams and external partners for accurate financial records. Requirements Bachelor’s degree in a related field or equivalent experience. 3+ years of experience in customer success or account management roles. Thought leader in development or enhancement of service delivery processes to improve efficiency and customer satisfaction. Excellent communication skills, both written and verbal. Excellent organizational skills to ensure all campus programs are delivered without error and documented appropriately. Strong self‑management against milestones and deliverables with high accountability and accuracy. Digital literacy with Microsoft Office Suite, especially Excel. Strong attention to detail, communication skills, and ability to analyze financial data. Preferred Multi‑unit store operations, account management and/or project management experience. Experience partnering with Follett and/or third parties in product integrations within the LMS and SIS. Experience in academic technology and program operationalization to execution. Demonstrated knowledge of proprietary Follett systems such as SAM, CARRR, RIM and Course Tracks. Experience in Salesforce. #J-18808-Ljbffr Follett Higher Education