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 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 impactDevelop and manage client portfoliosOwn and implement a post-implementation success plan to manage product adoption and utilizationFoster a strong understanding of our products and configuration options and their application tocustomer business needsWork with sales to understand the business goals for each customer to sustain business growth and profitability by maximizing valueDemonstrate product value by providing customers with best practice recommendations for continuedoptimization in line with their business needsUse analytical and logical reasoning to discover areas for optimization, identifying useful information tosupport decision-makingHandle customer requests, responding to and resolving tickets in a timely and efficient mannerDeescalate problems or challenges raised by the customer, offering solutions to mitigate churn riskEfficiently deliver hands on training and webinars to customers, as neededClearly communicate with customersAdvocate for customer needs and issues cross-departmentallyAnalyze customer data to improve customer experienceEvaluate and improve customer training and other communication infrastructureUpdate internal tracking systems in a timely and accurate manner for cross-departmental visibility andreportingWork with customers to implement new aid year updates, additional templates/forms/configuration changesStay updated on product changes, best practices, and shifts in the higher education industry to meetcustomers' needsAid in product design and product developmentOptimize Net RetentionWork as a team to build a world class Customer Success departmentWhat 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-starterThrives in a multi-tasking environment and can adjust priorities on-the-fly A problem solver, with a high level of intellectual curiosity Demonstrate leadership qualitiesExperience with Customer Relationship Management (CRM) software such as, Salesforce/GainsightHigh computer literacy and ability to learn new softwareAdept customer relationship manager who can engage in business-level and technical conversations atmultiple levels of the organization Proactive, self-motivated, dependable, and able to meet deadlines with a high level of autonomy andaccountabilityAbility to manage a mix of projects with varying levels of complexity at the same time and at differentstagesDriven: No one needs to push you to excel; it's just who you areEager to learn, adapt and perfect your work; you seek out help and put it to good useYou want to help and serve our customers: They win, so you winEnthusiastic with a positive mind-setWhat makes #EllucianlifeComprehensive 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 interests401k w/ match & BrightPlan - to help you save for the futureParental Leave5 charitable days to support the community that supports usTelemedicineWellnessHeadspace Care (mental health)Wellbeats (virtual fitness classes)RethinkCare & Wellthy- caregiver supporqDiversity and inclusion programs which provide access to internal employee resource groups Employee referral bonuses to encourage the addition of great new people to the teamWe Foster a learning culture with:LinkedIn LearningEducation Assistance Program Professional development opportunities]]>