Customer Success Manager | Remote

This job is with Ellucian, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. About Ellucian Ellucian 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 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 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 o