Dir Total Access Account Mgmt - Westchester, IL

Position Overview

Follett Higher Education is a leading educational service provider and omnichannel retailer, providing students, faculty, 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.

The Director of Total Access Account Management is the main institutional contact for Access programs, overseeing campus partnerships to drive program performance, financial results, and long-term sustainability from launch onward. This role drives stakeholder engagement through regular, data-informed interactions, ensuring campus partners are informed of program results, opportunities, and new offerings while clearly communicating Access priorities.

Through cross-functional collaboration, the Director aligns Follett teams to deliver consistent, high-quality outcomes, including TA budget oversight, gross margin performance, and exceptional customer service. The Director also serves as the central coordinator for all aspects of the Total Access programs at assigned institutions.

Responsibilities

• Campus Relationships:
  
  
  
  • Build and maintain strong, consultative relationships with institutional stakeholders across assigned TA accounts.
  • Identify and engage key Access and Course Materials stakeholders to serve as affordability and program advisors.
  • Conduct monthly stakeholder meetings for accounts below the target gross margin and quarterly meetings for accounts meeting margin goals.
  • Communicate program updates, best practices, and operational enhancements to strengthen confidence in the Follett partnership.
  
  
  
  
• Gross Margin Performance:
  
  
  
  • Monitor TA program financial performance to ensure gross margins consistently meet or exceed 30-35% using channel P & L and dashboards available to assess program health and performance.
  • Develop and execute action plans for programs performing below margin targets.
  • Partner with publishers and campus stakeholders to improve margin outcomes through pricing negotiations, repricing strategies, and promotion of lower- or zero-cost alternatives.
  
  
  
  
• Cross-Functional & Publisher Collaboration:
  
  
  
  • Partner with internal Follett teams to support shared TA objectives, including financial health, opt-out performance, and customer satisfaction.
  • Establish and maintain productive relationships with publisher representatives supporting TA institutions.
  • Facilitate collaborative discussions between publishers and/or institutions to address pricing challenges and mitigate program risk while balancing affordability and financial sustainability.
  
  
  
  
• Program Management & Administration:
  
  
  
  • Analyze financial and program performance data using established reporting tools and share results with internal and campus stakeholders at the end of each academic term.
  • Evaluate high-cost materials and course sections to assess impact on pricing and affordability, identifying viable lower-cost alternatives.
  • Develop clear, data-driven presentations for end-of-term program reviews and stakeholder discussions.
  • Partner with Operations leaders to deliver Strategic Partnership Review (SPR) meetings twice annually.
  • Conduct a minimum of 10 documented strategic interactions per quarter, capturing objectives, outcomes, and participants in Salesforce.
  • Lead annual TA program reviews, coordinating repricing discussions in alignment with established fee deadlines.
  
  
  
  

• Bachelor's degree or equivalent in a related field.
• 5+ years of proven experience in an operational and/or sales support or administrative role, preferably in a fast-paced environment.
• Strong organizational and prioritization skills with a high level of accuracy and attention to detail.
• Proven ability to analyze, manage, and report data effectively.
• Proficient in Salesforce, Power BI, and Microsoft Office applications.
• Advanced capability in developing clear, professional presentations using PowerPoint.
• Effective written and verbal communicator with the ability to engage and influence stakeholders.
• Able to work independently while collaborating effectively across teams.
• Adaptable and flexible in managing multiple priorities and changing demands.
• Comfortable leading and navigating difficult or sensitive conversations.
• Flexibility and adaptability to handle multiple tasks and changing priorities.