Principal, Portfolio Management

Quick Facts

Principal, Portfolio Management

Description

Serve as the primary program lead for a portfolio of strategic enterprise customers for the Digital Assessment Library enterprise accounts. Act as a trusted advisor to large institutional customers across education, healthcare, and government markets to realize maximum value from their investment while driving account retention, expansion, and long-term success. Collaborate with Sales, Customer Success, Product, Training, Operations, Marketing, and Clinical teams to deliver exceptional results and support strategic business objectives.

Responsibilities

Enterprise Account Leadership

• Primary program lead for a portfolio of strategic enterprise customers.
• Develop and maintain relationships with customer stakeholders, including executive sponsors, administrators, and key decision-makers.
• Lead account planning for customer success, retention, and financial growth.

Program Management

• Manage end-to-end implementation and onboarding of enterprise customers.
• Coordinate cross-functional resources for timely and successful program delivery.
• Monitor project milestones, risks, dependencies, and customer adoption metrics.
• Drive continuous improvement initiatives to enhance customer outcomes and operational efficiency.

Customer Success and Growth

• Identify expansion opportunities within existing accounts.
• Analyze usage patterns and customer feedback to develop recommendations that improve adoption and engagement.
• Support renewal planning and long-term account strategy development.

Strategic Planning and Execution

• Conduct account reviews and business health assessments.
• Develop executive-level presentations, business cases, and strategic recommendations.
• Collaborate with leadership to identify trends, market opportunities, and customer needs to inform product and service enhancements.

Cross-Functional Leadership

• Act as central point of coordination across Sales, Product, Operations, Customer Support, and Marketing.
• Influence stakeholders without direct authority to achieve customer and business objectives.
• Lead special projects and strategic initiatives that support organizational growth.

Requirements

• Bachelor's degree in Business, Education, Psychology, Healthcare Administration, or a related field.
• 7+ years of experience in program management, customer success, enterprise account management, consulting, or related roles.
• Experience managing complex enterprise customer relationships.
• Financial acumen: build business cases, assess ROI, and translate strategic opportunities into actionable investment decisions.
• Strong project management and organizational skills.
• Exceptional communication, presentation, and stakeholder management abilities.
• Demonstrated ability to lead cross-functional initiatives and drive results.

Preferred

• Experience in educational technology, healthcare, assessment, SaaS, or digital services.
• Familiarity with enterprise software implementations and customer adoption programs.
• Experience working with government, healthcare, education, or large institutional customers.
• PMP, PgMP, or equivalent project management certification.

What Success Looks Like

• High customer satisfaction and retention rates.
• Measurable year-over-year growth against defined business objectives and performance targets.
• Successful onboarding and adoption of DALS enterprise accounts.
• Increased customer engagement and utilization.
• Identification and support of account growth opportunities.
• Effective execution of strategic initiatives that improve customer outcomes and business performance.