Customer Implementation Consultant (Remote, East Coast Preferred)

Here at Ellucian, we are motivated by a mission - power education so institutions can empower student success.  We are the global market leader in EdTech for higher education, serving more than 2,900 customers and reaching over 22 million students in 50 countries.  We are dedicated to helping higher education unlock learning for all by providing solutions that support the entire student lifecycle and deliver insights needed now and into the future.

We embrace the power to lead, the courage to innovate, and the determination to grow. At our core, we believe in humanizing our approach, recognizing that our people are our greatest strength. With a shared vision of transformation, we endeavor to shape a brighter future for higher education.

We are looking for a technically savvy Customer Implementation Consultant who is organized, able to thrive under pressure, and possesses a strong ability to drive results. Implementation Consultants act as the day-to-day point of contact for customers during implementation, ensuring each customer’s success as it relates to performance, functionality, and configuration of our products. Implementation Managers effect a positive new user experience and seamless product onboarding experience.  Implementation managers are responsible for understanding each customer’s goals and helping them complete implementation efficiently so they can start to experience the value derived from their investment in our products. 

A successful candidate will be a self-starter, analytical, and possess an aptitude for learning new software.  They must be a highly experienced and well-trained professional with a passion for learning new technologies with the ability to bring clarity to a dynamic and complex process. We have a lot of fun, we are innovative, we work hard, and we always give our best! We are fast paced (understatement) and passionate about helping schools eliminate financial barriers that keep students from completing their journey in higher education. If you love being an advocate for customers and thrive in a multi-tasking environment, we want to hear from you.  

Where you will make an impact

• Foster a strong understanding of the implementation process options and solutions offered with our products 
• Meet with sales to understand the business goals for each implementation 
• Own and implement a post-sale project plan to manage implementation of our products 
• Demonstrate product value by helping customers determine configuration details and best practice use of our products in line with their business needs 
• Introduce customers to best practices for continued optimization  
• Efficiently deliver hands on training and webinars to customers, as needed 
• Troubleshoot technical issues reported by customers during the implementation process and provide solutions 
• Conduct weekly meetings with customers, keeping them engaged and on track to go-live 
• Clearly communicate with customers  
• Stay updated on product changes, best practices, and alternative solutions to meet customers’ needs 
• Update internal implementation tracking systems in a timely and accurate manner for cross-departmental visibility and reporting 
• Use analytical and logical reasoning to discover areas for optimization, identifying useful information to support decision-making 
• Lead customer through implementation plan, including setting targets for milestones and adhering to deadlines 
• Develop a deep understanding of the customers’ needs, providing a timely response to all inquiries  
• Seamlessly transition customers to their Customer Success Manager, post implementation 
• Work as a team to build a world class Customer Success department 

What you will bring

• 2+ years of relevant project management experience  
• 2+ years of Implementation experience – preferably in complex software applications 
• Excellent communicator with strong influencing skills 
• Strong organization and time management skills 
• Proven ability to provide expert advice regarding the value of the product  
• Must be resourceful with the ability to critically think through interpersonal and technical situations and challenges 
• A problem solver, with a high level of intellectual curiosity 
• Possesses strong organizational skills and exceptional project management skills 
• A team player that works well with internal stakeholders, as well as external stakeholders 
• Adept customer relationship manager who can engage in business-level and technical conversations at multiple levels of the organization 
• Proactive, self-motivated, dependable, and able to meet deadlines with a high level of autonomy and accountability 
• Excellent follow-up skills 
• Ability to manage a mix of projects with varying levels of complexity at the same time and at different stages 
• Comfortable learning new technologies 
• Knowledge/Expertise with all products within Financial Aid or Enrollment   
• Has a strong presence and inspires confidence in clients and the senior management team 
• Excellent problem-solving skills and consistently solutions focused. 
• Proven background in following and implementing processes and products 
• Ability to use knowledge and expertise to identify solutions to meet client / company requirements 
• Possess strong Industry knowledge 
• Proven track record of strong customer relationship management 
• Ability to develop and assist in training new CSMs 

• Comprehensive health coverage: medical, dental, and vision
• Flexible time off
• Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
• 401k w/ match & Bright Plan - to help you save for the future
• Parental Leave
• Charitable leave – 40 hours/year
• Telemedicine
• Wellness
  
  • Ginger (mental health)
  • Wellbeats (virtual fitness classes)
• Rethink & Wellthy– caregiver support
• Diversity and inclusion programs which provide access to internal employee resource groups
• Tuition Reimbursement Assistance
• Professional development opportunities

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