[Hiring] Associate Customer Success Manager @Ellucian

Role Description

The Associate Customer Success Manager (ACSM) is responsible for driving long-term customer success and adoption of Ellucian products with a defined set of customers. S/he will serve as a primary point of contact representing the customer.

• 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.
• Assist customers in a professional manner by performing targeted mass communication; Conduct regularly scheduled communication.
• 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.
• Understanding of enterprise solutions.

Qualifications

• 1-3 years of experience in a related industry 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.

Benefits

• Comprehensive health coverage: family major medical expenses, dental and life insurance.
• Christmas bonus 30 days.
• Saving fund.
• Monthly food coupon.
• 15 workdays vacation.
• 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.
• Parental leave.
• 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.
• LinkedIn Learning.