About EllucianEllucian powers innovation for higher education, partnering with approximately 3,000 customers across 50 countries, serving more than 21 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, including data-rich tools for student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners and user community of more than 45,000 provides best practices leading to greater institutional success and achieving better student outcomes.
About the OpportunityWe 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 andreporting
- 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 will you 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 Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests
- 401k w/ match & BrightPlan - to help you save for the future
- Parental Leave
- 5 charitable days to support the community that supports us
- Telemedicine
- Wellness
- Headspace Care (mental health)
- Wellbeats (virtual fitness classes)
- RethinkCare & Wellthy– caregiver supporq
- Diversity and inclusion programs which provide access to internal employee resource groups
- Employee referral bonuses to encourage the addition of great new people to the team
- We Foster a learning culture with:
- LinkedIn Learning
- Education Assistance Program
- Professional development opportunities
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