Customer Success Manager | Remote

Ellucian is a company that powers innovation for higher education, partnering with approximately 3,000 customers globally. They are seeking a technically savvy Customer Success Manager to act as the primary contact for clients post-implementation, ensuring customer success through relationship management, technical support, and product optimization.

Responsibilities:

• 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

Requirements:

• 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