AddressHere 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.
About the Opportunity
We are looking for a technically savvy Customer Success Manager who is organized, able to thrive under pressure, and possesses a strong ability to drive results. Customer Success Managers act as the day-to-day point of contact for customers after implementation. CSMs take a consultative approach to client relationship management, working to understand the customer’s goals and offering best practices for product usage. They ensure each customer’s success by providing technical support along with industry support and insight. CSMs are expected to identify opportunities for our solutions to assist with customer business needs, contributing to the sales pipeline. Customer Success Managers maintain customer relationships and effect a positive customer experience through periodic meetings, trainings, and analysis of customer health.
Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximize value, retain current customers, and create strategies to grow our customer base.
Where you will make an impact
• Develop and manage client portfolios
• Own and implement a post-implementation success plan to manage product adoption and utilization
• Foster a strong understanding of our products and configuration options and their application to customer business needs
• Work with sales to understand the business goals for each customer to sustain business growth and profitability by maximizing value
• Demonstrate product value by providing customers with best practice recommendations for continued optimization in line with their business needs
• Use analytical and logical reasoning to discover areas for optimization, identifying useful information to support decision-making
• Handle customer requests, responding to and resolving tickets in a timely and efficient manner
• Deescalate problems or challenges raised by the customer, offering solutions to mitigate churn risk
• Efficiently deliver hands on training and webinars to customers, as needed
• Clearly communicate with customers
• Advocate for customer needs and issues cross-departmentally
• Analyze customer data to improve customer experience
• Evaluate and improve customer training and other communication infrastructure
• Update internal tracking systems in a timely and accurate manner for cross-departmental visibility and reporting
• Work with customers to implement new aid year updates, additional templates/forms/configuration changes
• Stay updated on product changes, best practices, and shifts in the higher education industry to meet customers’ needs
• Aid in product design and product development
• Optimize Net Retention
• Work as a team to build a world class Customer Success department
What you will bring
• 2+ years of relevant project management experience – preferably in a Customer Success role
• 2+ years of experience in technology – preferably in a SaaS environment
• Impeccable written and verbal communication skills
• At ease with public speaking, including the ability to lead meetings or host webinars
• Detail oriented and analytical
• Proven ability to provide expert advice regarding the value of the product
• Strong team player but still a self-starter
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly
• A problem solver, with a high level of intellectual curiosity
• Demonstrate leadership qualities
• Experience with Customer Relationship Management (CRM) software such as, Salesforce/Gainsight
• High computer literacy and ability to learn new software
• 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
• Ability to manage a mix of projects with varying levels of complexity at the same time and at different stages
• Driven: No one needs to push you to excel; it’s just who you are
• Eager to learn, adapt and perfect your work; you seek out help and put it to good use
• You want to help and serve our customers: They win, so you win
• Enthusiastic with a positive mind-set
What makes #Ellucianlife
- 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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