Director, Client Service

The Director, Client Service serves as the relationship leader and strategic driver of success for a portfolio of integrated clients, representing $8 million to $12 million in annual revenue. This role is the day-to-day strategic partner for client decision-makers, and is fundamentally accountable for relationship strength, retention, and portfolio growth. The position requires a unique blend of sales acumen, strategic consulting, and operational excellence to ensure high client satisfaction. Working closely with delivery teams, the Director owns the client strategy from design through execution. Ultimately, this role ensures all interactions and recommendations align institutional goals with Carnegie’s integrated solutions, leading to successful renewals and expansions.

Responsibilities:

• Client Relationship
  • Own relationships with clients while developing a deep understanding of their goals and priorities in order to extend and expand partnerships over time
  • Lead internal teams, advocating for clients and serving as the internal authority on client needs and experience
  • Work seamlessly with Project Leads to ensure a positive client experience
• Sales
  • Design and implement a strategic sales plan for a portfolio of clients
  • Cultivate consultative relationships with clients and package integrated solutions
  • Effectively and proactively manage sales pipeline, proposals, and contract processes
  • Meet or exceed annual sales goals
• Leadership and Delivery
  • Ensure delivery alignment by collaborating closely with Project Leads and internal teams.
  • Conduct quality assurance reviews on client deliverables to ensure strategic alignment, clarity, and consistency.
  • Act as a client advocate internally, ensuring decisions and solutions remain grounded in client priorities.
  • Collaborate with the Portfolio Owner to mentor and support peers, contributing to a culture of accountability, innovation, and excellence.

Qualifications:

• Deep understanding of higher education marketing, enrollment management, and institutional strategy.
• Proven ability to manage complex, integrated client relationships with multiple stakeholders.
• Strong strategic thinking, consultative sales, and communication skills.
• Demonstrated success in identifying and pursuing growth opportunities within existing accounts.
• Excellent project management, organizational, and prioritization skills.
• Ability to work cross-functionally and lead through influence.
• Comfort with data-driven decision-making and client performance analysis.
• Ability to travel 25% of the year.
• Due to the remote environment, effective communication and time management skills are required, as well as the ability to use/learn multiple technology platforms and switch between them on a regular basis
• Physical requirement: Must be able to work at a computer for prolonged periods

Experience

• Bachelor’s degree required; master’s preferred.
• 7+ years of experience in higher education marketing, enrollment management, or client service, with experience managing institutional partnerships or employees.
• Proven record of achieving revenue and retention goals within a strategic account management or sales environment.

You Should Join Us!

We’re a fast-growing and innovative company, set apart by our incredible people. We’re a supportive, fun-loving group with diverse interests and talents. In addition to getting to work with fantastic people and do work you love, here are some items you can list in your “pros” column:

• Private health/dental/vision
• 401(k) with company match
• Generous holiday and PTO package
• Flexible work environment (remote, in-office, and hybrid roles)
• Half-day summer Fridays
• Fun company events and laid-back culture
• Opportunities for advancement
• Industry exposure and professional development
• Growing company with a family feel
• Entrepreneurial approach and spirit

About Carnegie

For more than 30 years, Carnegie has been a leader and innovator in higher education marketing and enrollment strategy, offering groundbreaking services in the areas of Research, Strategy, Digital Marketing, Lead Generation, Slate Optimization, Student Search, Website Development, and Creative that generate authentic connections.

Learn more about who we are, what we do, and what we care about.

 

No phone calls or unscheduled visits to the office, please. Carnegie is an equal-opportunity employer.