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Associate Customer Success Manager


Milton Keynes, MIK, GB

Req ID:  1409
Level of experience:  Entry-Level
Remote:  No
Travel Required:  0%-25%

The Associate Customer Success Manager is responsible for driving long term customer success and adoption of Ellucian products within a defined set of customers. Serving as a primary point of contact representing the customer you will build strong relationships and become a trusted advisor to the customer.

As this is an associate position it will be based in our Milton Keynes office, this is where we will be able to provide the successful applicant with a wealth of knowledge of the Higher Education sector and support for a successful future


Primary Responsibilities

•             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. Evangelise capabilities of Ellucian Solutions.

•             Optimisation 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.

•             Perform miscellaneous job-related duties as assigned.

•             Understanding of enterprise solutions.


Selection Criteria – Professional skills

•             Bachelor's degree or equivalent combination of education and experience

•             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, organisational 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.


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