Employee Type: Full - Time
Ellucian designs technology that powers the educational mission of colleges and universities around the world. Inspired by that goal, Ellucian employees thrive as part of a high-performing global team committed to delivering a modern, connected, industry-leading experience for today's students and higher education institutions. More than 2,500 institutions in 50 countries around the world look to Ellucian for the ideas and insights that will move education forward, helping people everywhere discover their futures through learning.
TYPE - F/T SALARIED PLUS BONUS
LOCATION- REMOTE FROM HOME-WEST COAST (LOCATIONS OF OREGON, CALIFORNIA, WASHINGTON, NEVADA, IDAHO)
Senior Customer Success Manager
The Senior 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 a highly visible customer segment. The Senior CSM will build strong relationships with customers and become a trusted advisor to the customer. A Senior CSM coaches and mentors others successfully.
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 teams. Maintain 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.
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
Be a "self-starter" committed to customer satisfaction/delivery and able to respond to rapid change within the business.
Excellent collaboration acumen, ability to multi-task, and to work in a fast-paced and demanding environment
Proven ability to manage customer relationships with sales organizations
Action oriented, take charge attitude, and high accountability
Ellucian provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Ellucian complies with all laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Ellucian expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Ellucian employees to perform their job duties may result in discipline up to and including discharge.