Job type full-time
Full job description
Together we are powering the future of higher education
Here at ellucian, we are motivated by a mission ~ the power of education to transform lives and change the worldWe are the global market leader in edtech for higher education, serving more than 2,700 customers and reaching over 20 million students in 50+ countriesWe are dedicated to helping higher ed thrive by transforming their institutions to agile, digitally connected campuses that enable student success.
Type - f/t salaried plus yearly bonus
Remote from home (southeast usa region):
About the opportunity
The customer success manager (csm) is responsible for driving long term customer success and adoption of ellucian products within a defined set of customersS/he will serve as a primary point of contact representing a highly visible customer segmentThe csm will build strong relationships with customers and become a trusted advisor to the customerA senior csm coaches and mentors others successfully.
Where you will make an impact
Evangelize capabilities of ellucian solutions.
Optimization of the application, subscription or service; customer retention including supporting and/or executing the renewal process; cross-sell/up-sell.
Receive, respond to, and route products and services related inquiries to appropriate team members.
Conduct regularly scheduled communications with customer influencers and decision-makers.
Identify risks to the customer in achieving their stated business goals and develop a risk mitigation plan.
Customer advocacy; secure customer references.
Track and enter data into systems of record; reporting, managing system configuration, and updating customer information.
Coordinate adoption activities by acting as the escalation point for communication and issues.
Collaborate across functional teamsMaintain and establish positive, productive working relationships with other departments within ellucian.
Performs miscellaneous job-related duties as assigned.
Deep understanding of enterprise solutions.
Serve as the escalation point for communications and issues.
Interact with key influencers and decision-makers within assigned customer portfolio.
Assume leadership roles such as mentoring, owning highly visible customers, partnering with key stakeholders to generate and secure incremental business.
Will have a vested interest in the success and growth of the csm program with senior management and influencing the behavior and performance of the customer success team.
What you will bring
Bachelor`s degree or equivalent combination of education and experience
5+ years of experience in a related industry preferred
3+ years of experience managing critical customer issues with senior management preferred
2+ years of experience as a customer success manager preferred
Knowledge of higher education solutions preferred
Must have the ability to work with multi-functional teams in virtual and face-to-face environments.
Exceptional interpersonal, organizational and communication skills (verbal and written)
Excellent presentation skills
Excellent problem-solving skills
What makes #ellucianlife
Comprehensive health coverage: medical, dental, and vision
Flexible time off
401k & bright plan - to help you save for the future
Thrive flex program that allows you to contribute towards your health, financial or learning interests
5 charitable days to support the community that supports us
Diversity and inclusion programs that promote employee resource groups such as: women in technology, pride and go green to name a few.
Employee referral bonuses to encourage the addition of great new people to the team
We foster a learning culture with:
Tuition reimbursement assistance
Professional development opportunities
Req id: 3660
Hiring type: full - time
Level of experience: mid-career
Travel required: 25%-50%