Senior Director, Client Services - Raleigh, NC

Growth-oriented provider of a SaaS-based school information system platform is seeking a Senior Director, Client Services based in Raleigh, NC.  The Sr. Director balances service strategy and delivery with a focus on team and performance that enable excellence in client service delivery. He/she will be responsible for upholding a client-centric mindset of surpassing expectations while overseeing cost effectiveness, productivity, and the development and improvement of all client service procedures. The role combines the need for a strategic and creative thinker with strong operational skills.



  • Provide strategic and operational leadership as well as direction to the client service department by establishing and overseeing the adoption of the department’s vision, goals, and objectives.
  • Ensure that client service department needs are correctly prioritized in order to ensure the correct allocation of resources and that all activities deliver measurable and significant value to the business and meet client loyalty targets.
  • Play the lead role in strategy formulation for the client service department by defining and overseeing key strategic direction and objectives of the department, driving necessary changes to improve operating and organizational efficiencies.
  • Orchestrate the continuous improvement of client experience through the formulation or constant improvement of the approaches and strategies applied by the teams.
  • Measure the effectiveness of all client service approaches and initiatives primarily through conducting client surveys or other feedback methods.
  • Create performance measures to continually monitor the client service processes designed to improve approaches and strategies that facilitate the achievement of client satisfaction targets.
  • Create summary metrics dashboard as well as all necessary operational metrics and KPIs to ensure continuous improvement in client satisfaction and operational efficiencies.
  • Manage the departmental budget for strategic growth and continuous improvements.



  • College degree a must; technical area preferred.
  • 15+ years of experience working in client support/service in the software industry.
  • Experience in SaaS product environment.
  • Industry knowledge of the ed-tech space is a plus.
  • Proven track record of building successful post-sales services teams.
  • Demonstrated ability to understand customer/client needs and turn that into action.
  • Previous experience balancing budget considerations with operational needs.
  • Demonstrated strategic thinker and operational problem solver.
Kristi Johnston or Janine Subel
Associate Publisher - Director, Sales and Marketing

Position Summary:

Client is looking for an individual who has a desire to lead marketing and sales for multiple imprints, lead a team, and make a big impact on the growth of an independent publisher. The Associate Publisher drives sales strategy and community-building in the book world, working to grow our revenue and expand the reach of our books and authors.

Client and our imprints publish fiction and nonfiction of high literary quality. We also have a growing writing education program with over 2000 alumni, and an award-winning online magazine,

This position reports to the Publisher and has responsibility for planning and implementing marketing strategies for our books, in collaboration with the publicity department and our other departments. Experience with community-building, events, and digital innovation is appreciated.


  • Our overall goal is to ensure that every book reaches the audience that it was written for. Sales is a big part of that, driven not just by paid marketing but by community, outreach, and relationship-building
  • Working with our distributor to project/build demand for our books and coordinate marketing initiatives with independent bookstores, Amazon, wholesalers, and national chains.
  • Creating and executing bookseller, library, influencer, and consumer marketing campaigns for our books.
  • Managing and mentoring a 5-person marketing team, including remote employees in different time zones.
  • Cultivating relationships with booksellers, key industry contacts, and influencers through email and social media interactions, one-on-one meetings, and presence at trade shows and other industry events.
  • Using data and setting and tracking KPIs while iterating our marketing strategies and initiatives in a dynamic environment where experimentation and risk is accepted.
  • Working closely with authors, and with editorial and publicity teams, in order to drive successful title launches and build author awareness.
  • Collaborating with publicity and events staff on the planning and execution of book tours.
  • Preparing and maintaining budgets, and tracking expenses and ROI.
  • Defining and meeting title, seasonal, and annual book sales targets for frontlist and backlist titles, referencing revenue goals.
  • Planning sales conference and trade, consumer, and academic fairs.
  • Overseeing print and digital advertising spending and performance.
  • Overseeing all promotional materials, including catalogs, email strategy and messaging, author onboarding, sales kits, and distributor databases.
  • Overseeing marketing-related ARC mailings and finished copy mailings and giveaways.
  • Strategizing with print and web editorial staff and publisher to closely align Client objectives, content, voice, and design; actively contributing to social planning and initiatives.
  • Consulting with and advising production team on marketing considerations for all materials and deadlines (BLADs, ARCs, digital galleys, Constellation/eBook distribution platforms, etc.).
  • Overseeing creation/maintenance of per-title, project, and company-wide calendars of distributor/promotional/award submission deadlines and milestones.


  • At least 5 years of experience in marketing books at a publishing house, 8+ preferred
  • Marketplace awareness of the contemporary methods, techniques, and tools that publishing leaders are using to achieve exceptional results
  • A deep knowledge of independent bookselling and national bookseller contacts
  • A love of literary fiction and nonfiction and fluency in contemporary literary culture
  • Strong writing and copywriting skills
  • Ability to handle stress and be strategic with a large workload
  • Experience building and managing a team
  • Comprehensive knowledge of the key factors in book marketing, including social media, AMS, landing page conversion rates, BISACS, metadata, IndieNext, Bookbub, B&N Discover, ALA, FYE, WI, and the ABA and regional trade associations
  • Clear understanding of the principles, processes, and economics of book distribution
  • Demonstrated record of success in increasing sales and leading a staff in an environment of tight deadlines
  • Experience marketing/selling/promoting e-books and physical books
  • Strategic, innovative, creative, future-oriented thinking
  • Ability to generate and analyze financial documentation, such as income statements and sales reports
  • Proficiency in Microsoft Office/GSuite and Adobe Creative Suite.
Jim Conley
CEO / Publisher

Position Summary:

The Chief Executive Officer (CEO)/Publisher is responsible for developing and articulating the company’s vision, meeting the annual goals and objectives of the organization, and furthering the company’s mission.

Key responsibilities including meeting revenue and profitability goals, product decision making, strategic planning, defining company culture, empowering core management team members, and carrying out the mission of the organization as a Catholic publishing house and apostolate of the Congregation of Holy Cross.  This position is located in Notre Dame, Indiana.

Areas of Responsibility:

Revenue and Profitability

  • Lead team to achieve goals and objectives set for the organization’s revenue growth and profitability.
  • Outline financial targets and goals as part of the annual budgeting process in coordination with Chief Financial Officer.

Key Decision Making

  • Oversee the acquisition of new products.
  • Oversee the positioning, titling, and presentation of new products.


  • Ensure that all decision-making by the organization’s Core Management team is consistent with the organization’s mission, culture, and core values.
  • Hire, train, mentor, and evaluate all members of the organization’s Core Management team; convene Core Management team regularly with a clear agenda.
  • Articulate the organization’s culture to the entire company through both words and actions, in group and individual settings.


  • Regularly communicate with staff on internal and external matters affecting the company such as personnel changes, important financial updates, Congregation of Holy Cross news, etc.

Relationship Management

  • Maintain contact as needed with the company’s top authors, customers, and vendors.
  • Manage the organization’s relationship with its Board of Directors.
  • Prepare the agenda for Board meetings.
  • Lead the company presentation at the semi-annual meetings of the Board.
  • Respond to Board members’ questions and concerns as needed.
  • Share news and important announcements with Board members as needed.
  • Make recommendations regarding open Board positions.
  • Provide orientation to new Board members.
  • Manage the relationship with the US Province of the Congregation of Holy Cross.
  • Confer with and update the Provincial Superior and Board Chair on a regular basis.
  • Stay alert to opportunities to develop and publish books that celebrate the history and spiritual traditions of the Congregation of Holy Cross.
  • Work with other Holy Cross entities (e.g., Holy Cross Family Ministry) to discover and maximize opportunities to collaborate.
  • Make presentations to various Holy Cross communities in order to explain the mission of Client’s apostolate.
  • Attend Holy Cross events (e.g., ordinations, Jubilee celebrations, etc.) as appropriate.
  • Manage relationships with ecclesiastical and professional organizations such as the United States Conference of Catholic Bishops, including its relevant committees and subcommittees; the National Catholic Educational Association; the Association of Catholic Publishers; the Catholic Press Association, and others.

Core Values:


  • Demonstrates an awareness of and a focus on the Catholic mission of the organization as an apostolate of the Congregation of Holy Cross.
  • Is results-oriented and dedicated to the success of the organization.
  • Exercises good stewardship over the organization’s resources.


  • Demonstrates commitment to quality, accuracy, and attention to detail.
  • Displays professionalism, pride in work, and personal integrity.
  • Aims for the highest standard of excellence in product and mission advancement.


  • Continually develops the organization’s vision, communicates it to staff, and motivates staff to execute it effectively.
  • Creates an organizational culture that fosters a positive Christian environment.
  • Helps develop staff by creating a culture that encourages growth.
  • Understands the Catholic Church and builds relationships with Church leadership.


  • Works effectively, efficiently, and responsibly with other members of the team.
  • Cares about the outcome of the work or project at hand, not just his or her contribution to it.
  • Communicates to others in a clear, respectful, and timely manner.
  • Helps others succeed.


  • Is eager and able to learn new skills and take on new challenges and responsibilities.
  • Displays a positive attitude about change.
  • Exhibits a sense of urgency in response to the needs of the organization.


  • Is pro-active, self-motivated, and entrepreneurial.
  • Takes ownership of his or her work.
  • Demonstrates a willingness to take risks and accept responsibility.
  • Takes personal responsibility for learning and self-development.


  • Strives for innovation.
  • Seeks continuous improvement.
  • Proposes original ideas and solutions.


  • A B.A. or B.S. degree; Master’s degree a plus.
  • At least 5 years’ experience in a senior management role at a publishing company.
  • Strong cultural fit with our organization’s core values and mission.
  • Extensive knowledge of the Catholic Church.
  • Proven business development skills.
  • Proven ability to manage and grow strategic business relationships.
  • Strong track record of staff leadership.
  • Strong presentation, public speaking, and editorial or marketing skills.
  • Proven track record of successfully executing strategic growth plans.
  • Ability to articulate our organization’s mission, vision, core values.
  • Proven ability to recruit the best talent and motivate staff toward achieving their highest level of performance.
Jim Conley or Kristi Johnston or John Tagler
Director of Publications - Denver, Colorado

Position Objective / General Purpose:

Lead the publishing operation to meet and/or exceed organizational and member needs. Plan, organize, direct, and review the activities of the Publishing department including content development, sales, marketing, and production (print and electronic) for periodicals, books, website, video, software, online, and other formats as may be needed. Prepare and submit annual business plan to Deputy Chief Executive Officer including program revenue and expense budgets; lead staff in its successful implementation. Set overall Client publishing direction in conjunction with volunteer leadership. Provide supervision, leadership, and development of staff. Participate on senior management team.


  • Lead, manage, and direct the activities of the Publications functions and products
    • Develop and execute strategies to meet or exceed revenue and product goals including quality and appropriateness to the market
    • Establish and monitor metrics, work flow, and products including budget adherence, related sales and marketing activities, publication trends to meet and/or exceed member and customer expectations
    • Ensure appropriate editorial and design standards are met in all Client’s publications and media products
    • Direct and implement regular readership and user studies to ensure product offerings meet or exceed readership needs
    • Ensure copyright permissions, registration, and trademark programs protect Client’s work products
  • Plan and execute global publishing strategy including subscription models, digitized products, and other interactive models
  • Support the expansion of publication sales through international distribution and licensing agreements
  • Meet or exceed business management goals including budget and market penetration
  • Coordinate publishing activities with those of other Client’s groups, association, governmental, and private groups; provide staff support and other resources as needed
  • Develop and maintain collaborative relationships with volunteer units including the Journal Advisory Editorial Board, Technical and Educational Council, International Council, and others
  • Provide leadership and coaching to assist in achieving Client’s strategic goals
  • Serve as primary contact for publishing activities outside Client’s including other association, governmental, and private groups
  • Coach, train, and develop staff in areas such as current and future budgeting, planning, resource allocation, and career development to meet needs of electronic publishing; identify and develop staff for succession planning
  • Perform other duties and responsibilities as assigned including but not limited to:
  • Attend and/or lead team meetings, phone conferences, and training as needed
  • Know, understand, and follow employee guidelines, employment policies, and department or company procedures

Supervisory Duties

  • Support and model Client’s mission and vision in all interactions
  • Provide leadership to direct reports
    • Help direct reports overcome any organizational obstacles encountered
    • Foster a positive work environment
  • Manage full supervisory responsibility for recruitment, hiring, retention, performance and professional development, coaching, mentoring, performance management, and termination of direct reports
  • Willingness and desire to create a team learning environment
    • Demonstrated ability to balance department efficiency and organizational service excellence
    • Willingness to assist staff in order to achieve departmental goals
    • Demonstrated strengths in team building and leadership skills


Work Experience (including computer skills):

  • Minimum of 10 years’ experience in publishing or related area required demonstrating experience with print and electronic communication
  • Demonstrated experience developing continuous improvement initiatives and new product required
  • Demonstrated experience developing new initiatives from concept through implementation required
  • Demonstrated experience with digital publishing initiatives
  • Minimum of five (5) years’ experience in senior management role required
  • Minimum of five (5) years’ supervisory experience required

Advanced computer skills and proficiency in MS Word, Excel, PowerPoint, and Outlook required

Jim Conley or John Tagler or Linda Rascher
Director, Audience Engagement

Key Responsibilities

  • Define our strategy for building our audience via video series
  • Develop and lead execution of integrated, omni-channel marketing strategies for growing our audience, in aggregate and for each video series
  • Develop and experiment with new tactics for growing awareness, viewership, subscribers, and engagement of our video series
  • Own the KPIs and budget for building our brand affinity and growing our audience
  • Collaborate with other marketers to connect our audience building efforts with our customer acquisition efforts
  • Serve as an internal and external thought leader on brand affinity and audience building


  • Track record of successfully developing and executing fully integrated, omni-channel marketing strategies and campaigns to drive awareness, growth, and retention
  • Knowledge of the rapidly changing digital marketing, branded content, and media landscapes
  • Ability to tackle new “unsolved” problems through creative, innovative problem solving
  • Strategic thinker who sees the big picture
  • Strong stakeholder and project management skills
  • Experience setting, tracking performance of, and reporting on marketing KPIs
  • Experience creating and managing marketing budgets
  • Experience marketing at a media company strongly preferred


We want you to grow, contribute, and have fun here! We know the biggest investment we can make is in our employees, so we provide:

  • A competitive salary
  • 401k with 3% company contribution, regardless of whether you make contributions
  • Flexible hours
  • Fully paid healthcare coverage for you and your family (including dental) and a healthcare FSA
  • Up to 12 weeks paid family leave
  • Flexible vacation and sick leave
  • Transportation subsidies
  • A convenient office just south of Central Square in Cambridge, MA. We’re right on the Red Line, surrounded by great restaurants, parks, and even a dog park
Vice President, Human Resources - JOB COMPLETE

Duties and Responsibilities


  • Partner with senior management through full understanding of business and processes. Help identify and address gaps in leadership, organizational effectiveness and work performance through training, succession planning and various performance management techniques; develop organizational structure and workflow.
  • Collaborate with senior management and all staff to optimize work flows in all areas.
  • Collaborate with senior management to research, develop, and implement best practices.
  • Lead the Company’s staffing and recruiting efforts to ensure the hiring of top talent.
  • Help assess and implement compensation and benefit strategies to meet current and future needs.
  • Provide employee relations leadership, including coaching and counseling.
  • Provide complete Performance Management Program.
  • Provide Training Programs to improve leadership and management skills of managers and supervisors. Provide learning opportunities to enhance the skills of all staff members
  • Expand and formalize our Internship Program.
  • Increase the use of technology in administering and managing HR services and programs.
  • Develop and utilize data to assess and optimize talent acquisition, employee performance and engagement.
  • Participate on Executive team, contribute to and attend meetings, present HR initiatives.
  • Manage Human Resources staff, vendors, and related functions.
  • Project-manage and track various initiatives.

Job Requirements/Skills and Experience


  • Min 8 years HR management experience
  • Must have track record of successfully developing and initiating human resources and organizational development strategies in a growing company.
  • Must have excellent verbal and written communication skills
  • Must have excellent presentation skills
  • Strong recruitment and training skills and background.
  • Experience in both corporate and fast-paced entrepreneurial environments.
  • Experience in publishing or educational publishing a plus.
  • Strong analytical and project management skills.
  • Solid experience in all major functional areas of HR.
  • Bachelor’s Degree.
Jeanne Bertelle or Jim Conley or Kristi Johnston