Heather Cappella-Cepluch

About Heather Cappella-Cepluch

Experienced professional with a proven track record of consistently surpassing goals. Fueled by an entrepreneurial spirit, I thrive in dynamic environments, driving business development initiatives, forging strategic partnerships, and delivering exceptional service throughout the sales cycle.

Experience

1. Sr Director Access Success and Campus Implementations

   Follett Higher Education

   Mar 2024 — Present

   Lead the Access Success supporting over 350 campuses, driving accessibility and affordability of course materials to enhance student engagement and enable first-day course readiness.Oversee end-to-end client experience and migration initiatives, spearheading the transition to the Follett Willo LTI platform through a scalable onboarding framework that improved time-to-value and customer satisfaction.Build and strengthen publisher partnerships, collaborating to expand Access footprint and streamline integrations that enhance value delivery and campus engagement.Drive operational excellence and system optimization, refining workflows, reporting, and user interfaces to increase transparency, efficiency, and program scalability.Collaborate cross-functionally with Sales, Product, Engineering, and Executive teams to align priorities, remove friction across handoffs, and ensure a seamless client journey from implementation through each term start.Establish success metrics and KPIs that align departmental goals with corporate strategy, using data-driven insights to guide decision-making and measure adoption, retention, and growth outcomes.Develop and mentor high-performing teams of Success Leaders and Implementation Consultants, fostering a culture of accountability, continuous improvement, and customer advocacy.Design and execute scalable operating models to support rapid program expansion, ensuring consistency, repeatability, and excellence in every campus launch term over term.Serve as an partner to key institutional leaders, aligning Access program outcomes with strategic academic goals and reinforcing Follett’s position as a trusted higher education partner.

Education

• Miami University

  BA

Skills

• Management
• Team Building
• Coaching
• Marketing
• Public Speaking
• Small Business
• Strategic Planning
• Social Networking
• Budgets
• Business Planning
• E-Learning
• Graphic Design
• Adobe Creative Suite
• Sales Operations
• Customer Service
• New Business Development
• Project Management
• Sales
• Social Media
• Marketing Strategy
• Advertising
• Social Media Marketing