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Associate Customer Success Manager


Milton Keynes, MIK, GB

Req ID:  1409
Level of experience:  Entry-Level
Remote:  Yes
Travel Required:  0%-25%

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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