Access Implementation Manager

Position Overview

Join the Follett Team where employees are valued, respected, and offered career paths throughout its many campus locations.

Follett Higher Education is a leading educational service provider and omnichannel retailer that provides students, faculty and staff, parents, and fans with the course materials, learning tools, and retail services needed to successfully 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.

We are seeking an Access Implementation Manager who will:

• Strategically oversee Follett's course material delivery business and operations, focusing on the Access program.
• Take ownership of the Access program from implementation to execution, ensuring seamless operations throughout.
• Collaborate with field and campus partners to develop detailed implementation plans.
• Coordinate and oversee the installation of software/platforms necessary for program execution.
• Provide training to internal and external stakeholders on technical and operational aspects of the Access program.
• Support complex internal and external customers with diverse campus needs, ensuring their satisfaction and success.
• Demonstrate strong communication and presentation skills, effectively interacting with stakeholders at all levels of the customer experience.
• Display leadership and confidence in managing the Access program and its related activities.
• Prioritize and manage multiple accounts concurrently, each at different stages of the implementation cycle.
• Contribute to Follett's growth strategy by sharing insights and patterns derived from client interactions.
• Continuously improve best practices and delivery processes based on client feedback and industry trends.

Required:

• Bachelor's degree in a related field or equivalent experience.
• 5+ years of experience in technical/customer support environment.
• Developing implementation plans based on customer requirements through active listening skills and the use of astute questioning to understand, anticipate, and respond to their needs.
• Contributing to the development of efficient service delivery processes to improve efficiency and ensure customer satisfaction.
• Comfortable in the dynamic atmosphere of an organization with a rapidly expanding customer base.
• Excellent communication skills, both written and verbal, to convey concepts and solve problems.
• Excellent organizational skills to ensure all campus programs are delivered without error.
• Experience successfully navigating and driving change in complex organizations.
• Experience with partnerships involving product integrations.
• Demonstrated writing and verbal presentation skills, enabling her/him to prepare and present information and recommendations to a diverse and often senior audience.
• Able to self-manage progress against milestones and deliverables with a high degree of accountability and personal urgency.
• Ability to shift from strategic thinking to tactical execution.
• Collaborative problem-solving and working style to drive change through influence.
• Experience in translating business needs into product features and technical requirements.
• Proven success in academic technology.
• Proven success in program operationalization to execution.
• Proven success in building strategic partnerships with internal and external parties.
• Well-versed in academic program technical workings such as LMS and SIS Content Provisioning.

Preferred:

• Store operation experience.
• Proven success in program sales growth.
• Proven success in program product management.
• Familiar with Follett systems such as CARP, Course Tracks, SODA, and SAM.