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**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 world.
We are the global market leader in EdTech for Higher Education, serving more than 2,700 customers and reaching over 26 million students in 50+ countries.
We are dedicated to helping Higher Ed thrive by transforming their institutions to agile, digitally connected campuses that enable student success.
**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 customers.
S/he will serve as a primary point of contact representing the customer.
The CSM will build strong relationships with customers and become a trusted advisor to the customer.
**Where will you make impact**- Evangelize capabilities of Ellucian Solutions.- 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 teams.
Maintain and establish positive, productive working relationships with other departments within Ellucian.- Performs miscellaneous job-related duties as assigned.- Strong understanding of enterprise solutions.- Serve as the escalation point for communications and issues.- Interact with key influencers and decision-makers within assigned customer portfolio.
**What you will bring**- Bachelor's degree or equivalent combination of education and experience- 3-5 years of experience in a related industry preferred- 2+ years of experience managing critical customer issues with senior management 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- Be a "self-starter" committed to customer satisfaction/delivery and able to respond to rapid change within the business