Director of Client Solutions and Support

Position Profile

HEAG is a nationally recognized consulting firm specializing in operational and regulatory compliance with Title IV Student Financial Aid Programs.

• Our Mission is to provide expert guidance and support to educational institutions in the efficient and compliant administration of Title IV student Financial Aid programs.

• Our Vision is to be the leading consulting firm for Title IV Financial Aid administration, known for innovation, expertise, and compliance integrity.

• Our Core Values are compliance, excellence, compassion, integrity, and continuous improvement.

With more than 35 years of experience, the Higher Education Assistance Group has a proven track record of satisfied higher education clients and has provided comprehensive Financial Aid consulting support to private, public and proprietary institutions throughout the country. With expertise encompassing Title IV Compliance Assessment, Business Process Review, Interim Staffing, Title IV System Analysis and Implementation and Training, we have the experience to help institutions streamline and manage their Financial Aid compliance program and related

HEAG seeks a thoughtful, client-focused and service-oriented leader to serve as the next Director of Client Solutions and Support. Reporting to the Vice President, the Director must be anchored by genuine care for the mission of higher and post-secondary education, its students, outcomes, and impact on society. A successful Director will be skilled at building trust while creating a sense of urgency in client engagement and possess the ability to pivot quickly to address operational urgencies across the organization. Our next Director will be a team-oriented and collaborative leader with a consultative communication style and an authentic listener. We seek a highly organized, detail-driven, efficient, and analytical thinker who can assess risk and enhance HEAG with exceptional problem-solving skills. The next Director will have a keen ability to adjust their communication style and content with senior leaders and frontline employees alike to foster confidence and trust across all stakeholders.

Client Solutions and Support is the sales engine for HEAG and responsible for managing the day-to-day execution of client acquisition, onboarding, and support functions for the organization. As a recognized Third-Party Servicer for Title IV Federal Financial Aid Programs, our clients are colleges and universities who rely on timely, accurate, and professional support. Our business relies on creative marketing solutions, comprehensive client discovery, well-coordinated acquisition efforts and urgency to drive the sale of its products and services. This role is ideal for a strong, Title IV skilled team player who is driven by the opportunity to develop a sales-oriented, revenue driven, fast-paced environment and eager to grow HEAG.

This position ensures effective management and development of:

  • Education Sales
  • New Business Marketing
  • New Client Management
  • Human Resource Allocation

Education Sales (Lead Response and Scheduling)

  • Manage the full sales process from receipt of inquiry/lead through executed contract.
  • Conduct discovery sessions with prospective clients to assess needs.
  • Draft and deliver proposals tailored to client requirements, including standard and customized services.
  • Manage follow-up communications to ensure timely decisions.
  • Coordinate and collaborate with the Director of Business Affairs on contract drafting and execution.
  • Define and communicate RFP requirements and coordinate timely submission.
  • Assign resources effectively by studying and understanding the skillsets, availability, and characteristics of each consultant to match the right resources to the right client.
  • Collaborate with the Quality Assurance and Production division to develop and ensure Consultant Profiles are current with technical skillsets and other characteristics.
  • Develop FTE models that incorporate multiple consultants as necessary to ensure all aspects of the scope of work are covered when the ideal single resource is not available.
  • Maintain accurate data and records on client opportunities.
  • Leverage Title IV expertise to identify institutional risks and compliance challenges, even when not explicitly stated.
  • Listen carefully to uncover operational inefficiencies and offer proactive solutions that mitigate risks.
  • Use cost/benefit analysis to adjust service offerings and communicate value transparently.
  • Create urgency and develop mechanisms for staying engaged with potential clients.

  • Generate new leads through targeted outreach efforts.
  • Conduct cold outreach to potential college clients.
  • Coordinate consultant spotlight features and support organizational efforts to establish business partnerships.
  • Develop and manage email marketing campaigns in collaboration with the Director of Business Affairs.
  • Create targeted communications for specific client groups in collaboration with the Director of Business Affairs.
  • Monitor federal regulations and higher education market changes to adapt messaging.
  • Develop and propose new marketing ideas for client engagement in collaboration with the Director of Business Affairs.
  • Coordinate and place ads in collaboration with Operations and Marketing divisions.

  • Manage the onboarding process for new clients, ensuring completion of all required forms and documents (production worksheets, Schedule A contracts, engagement acknowledgements, accounting forms, etc.).
  • Communicate billing policies to new clients.
  • Distribute client welcome packets and technology checklists.
  • Track and manage client access to technology tools.
  • Coordinate access to institutional systems for the consultant team.
  • Schedule and host client kickoff calls.
  • Conduct follow-up communication with new clients.
  • Process contract revisions as needed.
  • Confirm that new clients are properly set up in internal systems by Accounting and billing updates are communicated timely.

  • Utilize existing tools to collect and manage required employment documents (references, background checks, E-Verify).
  • Maintain consultant bios, headshots, and internal documentation.
  • Coordinate email setup and access for new consultants.
  • Ensure document management and alignment with accounting systems.
  • Generate timesheet reports upon client request.
  • Support consultant resource allocation in coordination with the Production division.
  • Confirm that new consultants are properly set up in internal systems by Accounting.

  • Bachelors’ degree in Business Administration, Higher Education Administration, or related field (or equivalent experience).
  • 3–5 years of experience in client services, sales support, or operations; Director-level experience with Title IV Federal Financial Aid programs is required.
  • Proven ability to identify institutional risks, Title IV or related compliance issues, operational inefficiencies and to propose appropriate solutions.
  • Strong listening and consultative skills, with the ability to uncover and address client needs beyond what is explicitly stated.
  • Comfort with conducting cost/benefit analyses and adjusting proposals accordingly.
  • Ability to maintain client engagement and momentum.
  • Strong organizational skills and attention to detail with ability to manage multiple priorities.
  • Excellent written and verbal communication skills.
  • Proficiency in Microsoft Office, CRM systems, and marketing/email automation tools.

CBIZ Higher Education Search Practice is partnering with HEAG on this important and exciting search. All calls and inquiries regarding this search should be made directly to the search firm. Nominations and applications will be held in confidence. Review of applications will begin immediately and will continue until the position is filled. Priority consideration will be given to applications received by April 28th. Interested candidates should email a cover letter and current résumé or CV to:

Pelema Ellis, Ph.D., MBA
Executive Vice President
CBIZ | Higher Education
pelema.ellis@cbiz.com